Crisis Interventionist Specialist Warm Line – MH Peer Specialist

Metrocare Services

Crisis Interventionist Specialist Warm Line – MH Peer Specialist
Job Details
Job LocationSkillman-9708 Skillman Road – Dallas, TX
Position TypeFull Time
Education LevelHigh School Diploma
Travel PercentageNone
Job CategoryClinical
Working for Metrocare isn’t just a job. It’s a career where
your skills and passion for delivering quality care make
a positive difference to the individuals that we serve.

Metrocare is the largest provider of mental health services in Dallas County, serving more than 57,000 adults and children annually.  For more than fifty (50) years, Metrocare has provided an array of services available to people with mental and developmental disabilities. In addition to behavioral health services, Metrocare provides primary care centers for adults and children, accessible pharmacies, housing and supportive social services. Through the Altshuler Center for Education & Research we are advancing mental health beyond Dallas County. 

GENERAL DESCRIPTION: The mission of Metrocare Services is to serve our neighbors with developmental or mental health challenges by helping them find lives that are meaningful and satisfying. Our Center values integrity, quality, diversity, and perseverance. We are an agency committed to quality, accountability and culturally/gender-responsive and trauma-informed care to individuals experiencing serious mental illness, substance misuse, development disabilities, and/or co-occurring disorders. Metrocare programs focus on the issues that matter most in the lives of the children, families and adults we serve.


The Metrocare Services Mental Health and Primary Care Division includes a Crisis Services Program that provides 24/7 services to those in need via the crisis hotline and mobile crisis outreach teams. Crisis services are offered for to anyone, anywhere, and at any time the need arises. Crisis services will be provided regardless of an individuals ability to pay or whether he/she is homeless or unable to produce verification of residence. The Crisis Interventionist Specialist Warm Line-Mental Health Peer Specialist is a vital role as part of the Peer Support Warm Line. The Warm Line is an essential part of the Crisis Team for individuals seeking additional support.


HOURS OF RESPONSIBILITY: Shift 1 or Shift 2 or Shift 3 with a required-on call rotation

ESSENTIAL DUTIES AND RESPONSIBILITIES: (Other duties may be assigned.)

Peer mentoring and advocacy in sharing own recovery experience to instill hope and resiliency.
Provide crisis intervention services and recovery support services vias the telephonic Warm Line.
Hotline staff screen/assess the crisis, provide an evidence-based intervention, and stabilize the crisis. The caller is then linked with service coordination assess the level of further stabilization needs and appropriateness for other services in the crisis continuum
Be accessible for referrals and communication through our electronic health applications, by phone and email to provide a timely and comprehensive response.
Interacting with other team members to provide comprehensive and timely assistance in resolving issues that are barriers to the consumer receiving services
Report all clinical crisis staffing to supervisor or designee
Develop close working relationships with internal and external referral resources
Maintain confidentiality of information concerning individuals and family members
Attends and participates in all scheduled team meetings.
Assist clients in linking with resources and a system of natural supports.
Assists individuals in adjusting to new environments.
Completes paperwork requirements and maintains quality, up-to-date clinical records. Documents any clinical or support services within 24 business hours of providing the service. Documentation requirements will include Release of Information and Consents to expedite the transition of care.
Works with family members/support system to gain support in everyones success.
Is knowledgeable about and remains in compliance with internal and external policies, procedures, regulations, and standards, including, for example, all Metrocare policies and procedures and Quality Assurance Plan, all applicable regulatory standards.
COMPETENCIES: The competencies listed here are representative of those that must be met to successfully perform the essential functions of this job.

Analytical skills, professional acumen, business ethics, mental health ethics, thorough understanding of continuous improvement processes, problem solving, respect for confidentiality, excellent communication and presentation skills.
Competencies as outlined by Health and Human Services Commission (HHSC) of Texas for Texas Resiliency and Recovery (TRR) requirements.
Appropriate clinical competency as required for crisis intervention and crisis response teams
Knowledge of trauma-informed theories, principles, and practices.
Knowledge of racial equity and racial justice in the context of behavioral health services.
Knowledge and/or experience with change management as it relates to positive organizational change.
Strong sense of urgency and problem-solving skills
Excellent written and verbal communication skills
Must be computer savvy and proficient in Microsoft Word, Excel and Outlook; experience with an EMR system a plus
Strong interpersonal and engagement skills
Strong organizational and time-management skills
Ability to problem solve, exercise good judgment, and make sound decisions
Ability to support the agencys mission and demonstrate sensitivity to cultural diversity and workplace
Ability to juggle multiple projects with accuracy
Strong administrative skills
Exceptional customer service skills, over the phone and in person, with individuals in service and internal/external partners
Clinical skill for evaluating accuracy of clinical screening and providing appropriate clinical intervention

High School degree or equivalent
Lived, person recovery journey with sustained success in excess of 2-3 years.
Bilingual English/Spanish is preferred
Experience with trauma-informed services preferred, Seeking Safety, Illness Management and Recovery, and Motivational Interviewing.
Crisis intervention experience or crisis hotline experience a plus

Basic math skills required.
Ability to work with reports and numbers.

Ability to apply common sense understanding to carry out simple one or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.

Use computer, printer, and software programs necessary to the position (i.e., Word, Excel, Outlook, and PowerPoint).
Ability to utilize Internet for resources.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the incumbent is regularly required to talk and hear, use hands and fingers to operate a computer and telephone. Due to the multi-site responsibilities of this position the incumbent must be able to carry equipment and supplies (up to 15 pounds). The position requires standing and/or walking in excess of 7 hours a day.


In-county travel is required daily, including evening and weekend hours.


Positions that are community-based, in whole or part, require the incumbent to travel between various worksites within his/her workday/workweek. The incumbent is required to have reliable transportation that can facilitate this requirement. The incumbent is further required to meet the criteria for insurability by the Centers risk management facilitator; and produce proof of minimal auto liability coverage when applicable. Failure to meet these terms may result in disciplinary action up to and including termination of employment, contract or other status with Metrocare.



The work environment describe here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.

The noise level may vary between low and mild.
The work environment should not be unusually hot or cold.

Metrocare couldn’t have a great employee-first culture without great benefits.  That’s why we offer a competitive salary, exceptional training and an outstanding benefits package:

•    Medical/Dental/Vision
•    Paid Leave
•    Paid Holidays
•    Employee Assistance Program
•    Retirement Plan, including employer matching
•    Health Savings Account, including employer matching
•    Professional Development Allowance up to $1500  per year
•    Bilingual Stipend – up to 6% of the base salary
•    Many other benefits

Tobacco Free Facilities – Metrocare is committed to promoting the health, well-being and safety of Metrocare team members, guests, and individuals and families we serves while on the facility campuses. Therefore, Metrocare facilities and grounds are tobacco-free.
No calls from staffing agencies or independent recruiters
Equal Employment Opportunity/Affirmative Action Employer

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