911 Call Diversion Clinician

Crisis Connections; United States; Remote; USD 79,000; Full time

Benefits offered by this job

Excellent medical, dental, and vision coverage

Generous Paid Time Off & 12 Paid Holidays

Growth opportunities

Job summary

A behavioral health organization is seeking a 911 Call Diversion Clinician to provide crisis intervention and support to specialized teams during calls. This remote position requires a Master's degree in psychology, social work, or counseling, along with experience working with individuals in crisis. The role includes direct oversight of crisis diversion specialists and ensuring quality service delivery. The organization emphasizes diversity and inclusion and offers excellent benefits and growth opportunities.

Qualifications

• Must have Master's degree in psychology/counseling or social work.
• Experience of working with individuals in crisis is required.
• Independent or associate licensure in counseling, or social work is preferred.

Responsibilities

• Provide oversight of 911 Crisis Diversion Specialist.
• Support 911 Diversion Specialist in assessing risk of harm.
• Ensure completion of appropriate screening and linkage to services.

Skills

Crisis intervention

De-escalation techniques

Strong verbal and written communication

Ability to work in fast-paced environment

Education

Master’s degree in psychology/counseling or social work

Job description

Overview

Position Title: 911 Call Diversion Clinician

Reports to: 988 Clinical Supervisor

Schedule: Sunday through Tuesday; 8am - 4pm

Pay rate: $37.97 per hour

Location: Remote (candidates need to be located in WA, TX, AZ, or OH).

Union Representation: Represented by OPEIU

PROGRAM SUMMARY: Crisis Connections, in collaboration with Valley Communications Center, the Department of Health and King County Behavioral Health Recovery Division is developing an innovative team of behavioral health crisis responders and essential health & human services professionals with training in telephonic crisis intervention to support 911 call centers.

This 911/988/211 Call Diversion project integrates emergency response services (911) with crisis intervention services (988) and health and human services (211). This aims to provide a more comprehensive and coordinated response to emergencies, mental health crises and essential needs support. This position will work closely with multiple teams, across multiple organizations.

We are seeking passionate individuals who are dedicated to learning, thrive in changing environments and want to make a positive impact in their community to join this important initiative. Our role is critical to ensure that individuals in crisis receive the support they need, while helping to reduce the strain on law enforcement and the criminal justice system.

POSITION SUMMARY: The 911 Crisis Diversion Clinician is a qualified Mental Health Professional who is trained to provide risk assessment oversight, clinical decision making and support 911 Crisis Diversion Specialists through consultation and coaching during live calls. Diversion Clinicians take lead in developing crisis intervention plans and coordinate with Diversion Specialists information & referrals to essential community resources with the goal of stabilizing the individual and reducing the likelihood of future crises.

This selected candidate must bring clinical expertise in the areas of crisis intervention, de-escalation, and mental health. Responsibilities include monitoring the delivery of services via phone and in the future chat/text. The 911 Crisis Diversion Clinician will ensure that callers receive appropriate emotional support, and referrals to the appropriate level of care.

Qualifications and Experience

QUALIFICATIONS AND EXPERIENCE NEEDED:

• Master’s degree in psychology/counseling or social work or related field required.
• Mental Health Professional as defined by WAC 246-341-0200.
• Independent or associate licensure in counseling, or social work preferred.
• Experience working with individuals in crisis required.
• Excellent verbal, written, and typing skills required.
• Ability to work effectively with a multi-disciplinary clinical staff in a fast-paced environment required.
• Experience of working within a call center preferred.
• Experience in working with law enforcement, 911 operators, and 1st responders highly preferred.
• Telephone assessment or help line experience preferred.
• Prefer experience in King County Public Mental Health System

Responsibilities

• Responsible for the direct oversight of 911 Crisis Diversion Specialist and general oversight and direction of other staff working during scheduled shifts. This will include close monitoring and coaching of 911 Crisis Diversion Specialist.
• Responsible for supporting 911 Crisis Diversion Specialist in assessing for risk of harm, mental illness and ensuring that best clinical intervention practices and community resources are implemented.
• Ensures completion of appropriate screening and linkage to Next Day Appointments, Children's Crisis Outreach and Response System, Mobile Crisis Teams, Geriatric Regional Assessment Team, Designated Crisis Responders, and other outreach services for callers.
• Supports the 911 Crisis Diversion Specialist and Information and Referral Specialist staff with ongoing and immediate feedback.
• Ensures that all policies and procedures are followed by staff answering the line.
• Assists 911 Crisis Diversion Specialist in identification of callers who are known to the agency and may have case plans on file.
• Ensure that all calls are documented accurately and completely using the assigned electronic health record.
• Ensure fidelity to risk assessment requirement outline by the 988 Suicide and Crisis Lifeline and resource utilization through AIRS Standards for Professional Information and Referral.
• Ensures that all services delivered are consistent with compassionate, respectful, professional, and recovery-oriented services.
• Contributes to a team atmosphere that is professional, congenial, and respectful.

Key Performance Indicators

• 988 Suicide and Crisis Lifeline.
• Call Abandonment rate 5% or less.
• Call Answer Rate within 30 seconds.
• All staff working within the 988 Service Line share the responsibility to meet these contract metrics.

Training and Professional Development

• Supports 911 Crisis Diversion Supervisor in providing training and job shadowing to new staff that incorporates clinical best practices, and training recommendations from the 988 Suicide and Crisis Lifeline and 211 Information and Referral.
• Maintains required licensure and keeps updated on current professional literature and trends in the behavioral health field.
• Maintain a minimum of 12 hours of training per FTE on approved topics relevant to the job function.

Quantity and Quality of Work/Work Habits

• Arrives at work on time and maintains regular attendance; working assigned shifts and supporting coverage of open shifts upon mutual agreement for coverage when needed.
• In emergency or disaster situations, staff may need to remain on shift if other coverage is not viable.
• Follows personnel policies and procedures.
• Suggests solutions to identified problems.
• Attends all internal staff meetings as assigned.
• All other duties as assigned.

Requirements

Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply. Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

• This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan

Offers of Employment

All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Computer Skills Assessment

Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirement

- Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.

For Remote / Hybrid positions

- High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.- A quiet and confidential designated working area.

Disclaimer

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

Equal Employment Opportunity and Non-Discrimination

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law. In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.