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988 SOR Navigator

Grassroots Crisis Intervention
24 reviews
6700 Freetown Rd, Columbia, MD 21044
Hybrid remote
$22 an hour - Full-time


6700 Freetown Rd, Columbia, MD 21044

Pulled from the full job description

  • 401(k)
  • Dental insurance
  • Employee assistance program
  • Flexible schedule
  • Flexible spending account
  • Flextime
  • Health insurance

Full job description

Position Summary:

The 988 SOR Navigator is responsible for providing counseling and follow-up services for all Substance Use Disorder-related crisis calls, to include conducting safety checks with callers, providing information, referrals, and resources to callers, and supporting callers with warm hand-offs to providers. Grassroots is a 24/7 Crisis Program. Position provides supportive counseling, crisis intervention counseling, suicide prevention, and intake screening of callers to the Substance Use Disorder program, Mobile Teams, and other community services. The 988 SOR Navigator is able to provide a range of services, from emotional support to full scale crisis de-escalation. The 988 SOR Navigator is responsible for providing supportive services to help individuals regain a sense of safety, return to their normal level of functioning, and/or access ongoing treatment services as needed. The 988 SOR Navigator has the special training and skills to interact via phone and in person, understand consumers’ unique circumstances and needs, render immediate emotional support, refer clients to the appropriate level of care, and follow up to ensure needs are being met. The 988 SOR Navigator is patient, knowledgeable, empathetic and helpful.

Grassroots has two shifts available:

1. Saturday - Wednesday; 8:00am - 4:00pm

2. Thursday - Monday; 4:00pm - 12:00am

Primary Responsibilities:

  • Works assigned shift and arrives to work properly attired 5-10 minutes prior to shift starting.
  • Assumes primary responsibility for receiving and responding to crisis calls in which Substance Use Disorder is identified as a concern.
  • Provides follow-up services to all Substance Use Disorder-related crisis calls to ensure safety and provide treatment resources/referrals as appropriate.
  • Conducts a minimum of 300 follow-up calls per month to attempt to link callers with Substance Use Disorder to the appropriate level of care.
  • Successfully links a minimum of 30 clients per month to Substance Use Disorder stabilization/treatment.
  • During follow up calls, determines current level of functioning, addresses any outstanding safety concerns, reviews and updates safety plans, and provides de-escalation/intervention as appropriate.
  • Once all assigned follow-ups are completed, the 988 SOR Navigator will support the Crisis Line by answering phones and meeting with walk-in clients up to 40 hours a week as scheduled.
  • Assesses each caller’s presenting problem, support systems, coping skills and level of emergency to determine appropriate intervention.
  • Intervenes appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.
  • Accesses bed registry and other resources to connect callers to services.
  • Achieves good closure on contacts with recommendations or arrangements for follow-up calls, walk-in services, or referral to other agencies as needed.
  • Is familiar with resources and provides information and referral to clients requesting information.
  • Completes follow ups and Safety Checks for all assigned and required calls.
  • Completes thorough documentation for all calls (incoming & outgoing) and face-to-face interactions. Documentation must be at 100% completion rate and be input in the electronic system at the latest before the end of the shift. Live documentation is strongly recommended.
  • Respects each participant’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services.
  • Complies with the GBRICS Crisis Standards in providing services to the community.
  • Adheres to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
  • Adheres to annual training requirements.
  • Participates in regularly scheduled supervision and debriefing sessions as appropriate.
  • If self-identified as a peer, participates in regular peer support sessions.
  • Complies with the organization’s Secondary Trauma Prevention policy.
  • The program will provide daily ongoing monitoring of calls to ensure quality. The expectation is for staff to score a minimum of 75% on the quality evaluation.
  • Completes weekly quality evaluation process.
  • Participates in a brief meeting at the beginning of the shift to review shift business including status of EOS, expected walk-ins, alerts, etc.
  • Acts as a liaison between Crisis lines and other crisis programs, such as the Substance Use Disorder program, Mobile Crisis Team, Shelter, Cold Weather Shelter, Code Blue Staff, Day Resource Center, etc.
  • Assures that the lobby, counseling and open EOS rooms are clean. If the rooms are not clean, the Navigator will clean the space.
  • Assures that the Care Control Operations Room is properly stocked with copies of paperwork, linens, toiletries, etc. If supplies are running low, the Navigator will restock the room.
  • Responsible for ensuring that the Care Control Operations Room is in clean and organized condition for the incoming shift.
  • Assists in training new Care Control staff.
  • Meets with Crisis Line Supervisors and Program Manager regularly to discuss program operations, concerns, and potential improvements.
  • Other duties as requested and required.

Secondary Responsibilities:

  • Assist coordination of services for Code Blue and Cold Weather Shelter Clients
  • Provides training and orientation to new staff as requested.
  • Data entry into electronic databases such as ServicePoint as requested.
  • Provides support to all crisis lines as needed
  • Other duties as assigned, required or needed.

Agency-wide Responsibilities:

  • Reads 100% of all email communications and responds to emails in a timely manner during their shifts.
  • Participates in supervision, in-service training, and staff meetings.
  • Maintains good working relationships with co-workers and positively contributes to group morale.
  • Completes all administrative duties including time sheets, leave requests, etc.
  • Participates in special task forces, committees, or special projects as needed.
  • Uses appropriate channels of communication to resolve conflicts with other staff.
  • Interacts with staff, clients, and visitors in a professional and courteous manner.

Education and Experience:

  • High School Degree or GED required.
  • Bachelor’s Degree from an accredited school with a minimum of 120 college credits in Social Work or mental health related field preferred
  • One year of community mental health experience desired or lived experience.
  • Computer skills with various software – Microsoft Products proficient skills required.
  • Crisis Worker Certification preferred. Requirement to complete Crisis Worker Certification within 12 months of hire.

Skills and Abilities:

  • Ability to work independently with confidence, as well as work as an integral part of a team of professionals.
  • Must be mature, empathetic; flexible and adaptable to varying situations and coverage needs.
  • Reliable and able to adhere to schedules based upon call center needs.
  • Ability to consistently adhere to call center program policies and procedures.
  • Skilled in the use of technology including telephones, computers (PC), laptops, software and email.
  • Excellent oral and written communication skills.
  • Ability to function successfully in an environment requiring immediate response to urgent situations.
  • Knowledge of and familiarity with local and statewide community resources.
  • Analytical and problem-solving skills.
  • Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
  • Reads, writes and speaks fluent English in order to convey information and ideas effectively. Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise and accurate records and reports.
  • Demonstrates a systematic approach in carrying out tasks and assignments.
  • Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems.
  • Consistently ensures that participants are provided with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering expected service elements.
  • Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
  • Is open to changing situations and opportunities and is willing to perform all tasks assigned.
  • Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
  • Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.

Work Conditions:

  • Holidays, Evening and weekend coverage required. Depending on scheduled shifts.
  • Hours are flexible to meet program needs.
  • Potential exposure to highly emotional and stressful situations, potential exposure to aggressive encounters.
  • Some walking, telephonic work, standing, climbing stairs and sitting required.
  • Must be able to lift 25lbs.

Job Type: Full-time

Pay: $22.00 per hour


  • 401(k)
  • Dental insurance
  • Employee assistance program
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Retirement plan
  • Vision insurance


  • 8 hour shift
  • Day shift
  • Evening shift
  • Holidays
  • Overtime
  • Weekends as needed
  • Weekends only

Supplemental pay types:

  • Signing bonus

Ability to commute/relocate:

  • Columbia, MD 21044: Reliably commute or planning to relocate before starting work (Required)


  • High school or equivalent (Required)


  • Mental health counseling: 1 year (Preferred)
  • Social work: 1 year (Preferred)
  • Phone etiquette: 1 year (Preferred)
  • Crisis intervention: 1 year (Preferred)
  • Computer skills: 1 year (Preferred)


  • CPI Certification (Preferred)

Work Location: Hybrid remote in Columbia, MD 21044