Crisis Call Center Clinician

Delaware Guidance Services for Children and Youth, Inc.; Lewes; On-site; GBP 31,000 - 46,000; Full time

Benefits offered by this job

Sign on Bonus $4000

Retention Bonus $1000

Job summary

Delaware Guidance Services is seeking a Call Center Dispatcher in Lewes, Delaware. Under supervision, you will triage crises, dispatch clinicians, and assist with daily case management for counties.

The role requires a Bachelor’s degree in a human resources-related field and at least 1 year in mental health, call center, or emergency services. Sign-on and retention bonuses are available.

Qualifications

• Bachelor’s degree from an accredited school in the human resources field.
• Minimum of 1 year experience in mental health field, call center, or emergency services.

Responsibilities

• Maintain professional interactions during crisis calls with all stakeholders.
• Maintain high levels of teamwork with effective communication.
• Engage in calls with an empathetic and professional attitude.
• Use critical thinking skills while triaging calls and dispatching clinicians.
• Support the MRSS team in the management of cases referred for assessments and follow-up services.
• Communicate with and provide appropriate documentation to the PBH team.
• Conduct satisfaction surveys and other quality assurance measures.
• Enter appropriate documentation into the DSCYF system.

Skills

Empathy

Crisis triage

Teamwork

Education

Bachelor’s degree in HR

Job description

About The Position

Under the supervision of the Call Center Supervisor, the Call Center Dispatcher will take calls into the crisis call center for youth and families in crisis regarding psychological and emotional problems (such as out of control behavior, suicidal/homicidal ideation and/or family problems) while maintaining safety, obtaining all necessary triage information, and then dispatching a clinician. The Call Center Dispatcher will also assist in the daily case management duties for each county.

This position is eligible for

• Sign on Bonus $4000
• Retention Bonus $1000

Job Requirements

Crisis Dispatcher

• Maintain professional interactions during crisis calls with all stakeholders
• Maintain high levels of teamwork with effective communication
• Engage in calls with an empathetic and professional attitude
• Use critical thinking skills while triaging calls and dispatching clinicians

Case Management

• Support the MRSS team in the management of cases referred for assessments and follow-up services
• Communicate with and provide appropriate documentation to the PBH team
• Conduct satisfaction surveys and other quality assurance measures in support of the MRSS program
• Maintain appropriate and quality documentation

Data Entry

• Enter appropriate documentation into the DSCYF system
• Develop and maintain programmatic needs and outcome studies.

General Responsibilities

• Uphold professional standards of treatment and the mission of the organization
• Maintain a quality code of conduct, ethics and professionalism
• Provide goal-directed and team-oriented services
• Communicate effectively and professionally with all stakeholders

Work environment

Call center, Office-based, Lewes, Delaware

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

Travel required

None

Required Education And Experience

• Bachelor’s degree from an accredited school in the human resource field

Preferred Education And Experience

• Minimum of 1 year experience in mental health fieldCall center or emergency services experience

About Delaware Guidance Services

DGS is the largest non-profit provider of outpatient behavioral health services for children and families in Delaware, and the only statewide organization of its kind continuously accredited by The Joint Commission since 1999. Our vision for Delaware—resilient families nurturing children’s well‑being—flows from our mission to provide high‑quality, trauma‑informed therapeutic services that strengthen social, emotional, and behavioral wellness.

Each year, DGS serves an average of 3,500 children and youth through a clinically excellent continuum of care that includes outpatient therapy, community‑based services, school‑based supports, mobile crisis response, and short‑term youth crisis stabilization. Our clinical lines operate 24 hours a day, 365 days per year, ensuring that children and families have access to timely, flexible, and culturally responsive care wherever it is needed—at home, in school, in the community, or at one of our five office locations across Wilmington, Newark, Dover, Lewes, and Seaford.

If you want to learn more about Delaware Guidance Services, please go to https://www.delawareguidance.org/about/ ;

Why Work at Delaware Guidance Services?

Benefits

• Competitive Compensation
• Incentive Pay for Specific Roles
• Generous Paid Time Off ( starting at 44 days of paid leave a year )
• Up to 6% Annual Contribution to Your Retirement Fund
• Free Professional Development Opportunities
• Medical, Dental and Vision Insurance
• Life and Long-term Disability Insurance

Monday to Friday 2p -10p.