911 Call Diversion Specialist (Part-Time)

Crisis Connections; United States; Remote; USD 36,000 - 52,000; Full time

Benefits offered by this job

Excellent medical, dental, and vision

PTO and 12 holidays

Transit discount (ORCA)

Free parking

Growth opportunities

Flexible schedules

Job summary

Crisis Connections is seeking a 911 Call Diversion Specialist to support callers in crisis with crisis intervention, information, and referrals via a remote, 2 PM–10:30 PM PT schedule. This role focuses on immediate emotional support, de-escalation, safety assessments, and intake screenings to connect individuals with essential community resources.

You will document all contacts accurately, maintain confidentiality, and collaborate with a multidisciplinary team across agencies to reduce crises

Qualifications

• GED or high school diploma with four years of full-time behavioral health experience.
• Alternative: Master’s or Bachelor’s degree with 1 year BH experience, or Associate degree with 2 years BH experience.
• Behavioral health, crisis intervention, and contact center experience preferred.
• Excellent verbal, written, and communication skills.
• Evidence of computer technical proficiency and ability to work effectively in a fast-paced virtual environment.
• Skilled in operating in web-based computer environments and navigating multiple platforms concurrently.
• Understanding of mental health services and essential health & human services landscape.
• Excellent call-handling skills with patience and non-judgmental attitude.

Responsibilities

• Responds to diverted 911 calls to provide emotional support, risk assessment, crisis intervention and health & human services.
• Uses effective communication to assist in behavioral health and suicide risk assessment and de-escalation.
• Completes referral intakes for 911 contacts to crisis response partners for higher intervention as needed.
• Exhibits patience and responds to difficult contacts with sensitivity.
• Alerts Clinician immediately to content involving possible danger to client or others.
• Makes efforts to resolve contacts in the least restrictive environment and without law enforcement when possible.
• Completes accurate and detailed documentation for all contacts.
• Adheres to strict confidentiality policy and completes other tasks as assigned.

Job description

Description

Position Title: 911 Call Diversion Specialist

Position reports to: Clinical Supervisor of 911 Diversion

Job Type: Thursday - Saturday; 2 PM-10:30 PM Pacific Time

Location: Remote

Payrate: $31.97/hr.

Union Representation: Represented by OPEIU Local 8

Training Schedule: Candidates must demonstrate strong computer technology skills prior to hire and during training.

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 support911 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 Diversion Specialist will play a key role in responding to individuals in acute crisis who contact 911. Diversion Specialists will provide crisis intervention and information & referrals to essential community resources with the goal of stabilizing the individual and reducing the likelihood of future crises.

This position has two key functions (1) providing immediate emotional support, de-escalation, and safety assessments and (2) assessing needs, performing intake screenings and providing appropriate information, referrals and advocacy as needed. Diversion Specialists are responsible for complete and accurate documentation of all calls and will receive extensive training. Those with an interest in the behavioral health system, contact center operations, data, human services and more may have opportunities to develop unique skillsets.

JOB DUTIES AND RESPONSIBILITIES:

• Responds to diverted 911 calls (possibly in future online chat, and SMS texts) to provide emotional support, risk assessment, crisis intervention and health & human services supporting a consistent and non-judgmental manner.
• Uses effective communication skills to assist in behavioral health and suicide risk assessment and de-escalation of 911 contacts.
• Completes referral intakes for 911 contacts to appropriate crisis response and health & human services system partners for higher level of intervention as needed.
• Exhibits patience and responds to difficult contacts with sensitivity.
• Alerts Clinician immediately to content involving possible danger to identified client or to other people (including suicide, homicide, child/elderly abuse, and other violent threats or ideation).
• Makes every effort to resolve contacts in the least restrictive environment and without law enforcement involvement whenever possible.
• Completes accurate and detailed documentation for all contacts.
• Adheres to strict confidentiality policy.
• Completes other tasks/duties as assigned.

QUALIFICATIONS AND EXPERIENCE NEEDED:

• Minimum of a GED/High School diploma and four (4) years of full-time behavioral health work experience.
• Alternatively, a combination of education and experience will be considered (Master’s degree / Bachelor's degree + 1 year BH experience / Associate degree + 2 years BH experience). Specifications: Behavioral health or substance use fields
• Experience as a behavioral health professional, crisis intervention, and contact center experience preferred.
• Excellent verbal, written, and communication skills.
• Evidence of computer technical proficiency and ability to work effectively in a fast-paced virtual environment.
• Skilled in in operating in web-based computer environments & navigating multiple platforms concurrently.
• Understanding of database and resource navigation concurrently.
• Knowledge of mental health services & essential health & human services landscape.
• Excellent call-handling skills, including the ability to respond to callers with patience, objectivity, and non-judgmental attitude.
• Demonstrated ability to problem solve.
• Evidence of ability to work effectively with a multi-disciplinary team of clinical staff and health & human services professionals.
• Proven track record demonstrating excellent attendance habits.
• Experience working in a remote environment preferred.
• Agency Affiliated Counselor (AAC) credential through the WA Department of Health required within 6 months of hire, for which Crisis Connections will reimburse the cost.

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
• 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.

Requirements

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.