Crisis Call Center Clinician

DELAWARE GUIDANCE SERVICES FOR CHILDREN; Lewes (DE); On-site; USD 39,000 - 53,000; Full time

Benefits offered by this job

Sign on Bonus $4000

Retention Bonus $1000

Job summary

Delaware Guidance Services for Children and Youth, Inc. in Lewes, DE is seeking a Crisis Call Center Clinician in a full-time role under the Call Center Supervisor.

The position handles crisis calls concerning youth and families, performs triage, ensures safety, and dispatches clinicians while contributing to daily case management duties. Responsibilities include data entry, documentation, and collaboration with the MRSS team, with emphasis on professional communication, empathy, and teamwork.

Qualifications

• Bachelor’s degree from an accredited school in the human resource field.
• Experience in mental health settings preferred.
• Strong communication, empathy, and professional conduct.

Responsibilities

• Handle crisis calls with professional interactions and calm demeanor.
• Assist in case management and documentation for MRSS program.
• Enter data into the DSCYF system and maintain quality records.
• Uphold the organization’s standards and collaborate with stakeholders.

Skills

Communication

Empathy

Teamwork

Critical thinking

Education

Bachelor’s degree in human resources

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Crisis Call Center Clinician

Full-time Regular Admin Support Lewes, Lewes, DE, US

Salary Range: $38,983.51 To $52,742.39 Annually

This position is eligible for Sign on Bonus $4000 Retention Bonus $1000

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 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.

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

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

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 field
• Call center or emergency services experience

About Delaware Guidance Services

Delaware Guidance Services for Children and Youth, Inc. (DGS) is the largest provider of outpatient behavioral health services to children and families in Delaware. We operate offices in Wilmington, Newark, Dover, Lewes, and Seaford, and we are the only statewide not-for-profit outpatient behavioral health organization for children and adolescents accredited by TJC

Through DGS, clients and families have access to outpatient counseling, group therapy, parent-child interaction therapy, and school-based services. Our community-based service lines serve youth and families who require a more intense therapeutic protocol. DGS’ 24-hour statewide Mobile Response and Stabilization Services (MRSS) dispatches skilled crisis intervention clinicians to provide immediate care to children experiencing behavioral health crises. Therapeutic options are available for a wide range of diagnoses including depression, anxiety, mood disorders, eating disorders, traumatic stress-related disorders, and suicidal ideation. In 2021, DGS clinicians provided over 54,000 direct care hours to children, youth, and families in Delaware. Over 93% of clients report improvement in their level of functioning following treatment, and therapeutic benefits derived from trauma-informed care extend to clients’ siblings, caregivers, classmates, and peers.

Population served by DGS is racially and ethnically diverse; 80% of DGS clients are Medicaid recipients and 90% have household incomes under $30,000. Many clients present with significant treatment challenges including learning impacts due to missed school and negative economic impact due to parental missed work. We provide care to anyone in need, regardless of insurance status or ability to pay for care. DGS also provides services specifically tailored to meet the unique behavioral health care needs of child welfare-involved families and foster youth

Why Work at Delaware Guidance Services?

DGS strives to build a collaborative, flexible, and client-focused work environment. Employee wellness is a top priority. In addition to offering flexible work arrangements, DGS offers a comprehensive and competitive employee benefits package including the following:

• 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