Crisis Services Dispatcher (7:00p-7:00a)

APCO International; Lumberton (NC); On-site; USD 36,000 - 56,000; Full time

Job summary

APCO International is seeking a Crisis Services Dispatcher/Admin Assistant to serve as the primary contact for the southeastern integrated care crisis services department within the Behavioral Health Urgent Care (BHUC).

Responsibilities include answering crisis lines, dispatching Mobile Crisis teams, coordinating among staff and partners, and handling administrative tasks for BHUC and Mobile Crisis programs, with a rotating twelve-hour schedule to support 24/7 operations.

Qualifications

• High School Diploma or GED required; an associate degree is preferred.
• Minimum two years in medical/behavioral health, emergency, or call-center settings.
• Ability to stay calm while handling crisis information and callers.

Responsibilities

• Answer Crisis Services phone lines and document caller information.
• Dispatch Mobile Crisis teams and update logs promptly.
• Coordinate communication between field staff, clinicians, and partners.
• Provide administrative support for BHUC and Mobile Crisis programs.
• Assist with scheduling, reports, and correspondence as needed.

Skills

Calm under pressure

Multitasking

Crisis call handling

Effective communication

Team coordination

Education

High School Diploma or GED

Associate degree in Healthcare Administration or related field

Tools

Dispatch software

Records management systems

Job description

Work Schedule: 7:00pm-7:00am

Summary:

The Crisis Services Dispatcher/Admin Asst serves as the primary point of contact for southeastern integrated care's crisis services department. Stationed within the Behavioral Health Urgent Care (BHUC), this position answers incoming crisis calls, facilitates the dispatch of Mobile Crisis teams using established protocols, supports communication between field staff and community partners, and provides administrative support for the BHUC and Mobile Crisis programs.

Working in collaboration with Licensed Clinicians, Qualified Professionals, Nurse, Certified Peer Support Specialist and Crisis Services leadership, this position ensures timely communication, accurate documentation, efficient coordination of crisis response activities, and exceptional customer service. This position operates on a rotating twelve-hour schedule to support twenty-four-hour Crisis Services operations.

Essential Duties and Responsibilities:

Crisis Communications

• Answer all Crisis Services phone lines, obtain and document information from callers
• Escalate emergency situations, notify leadership of operational issues
• Maintain awareness of BHUC census, coordinate communication between programs
• Participate in team meetings, assist with after-hours workflow

• Dispatch Mobile Crisis teams, complete dispatch form and provide to QP and Supervisor promptly, monitor availability of QP
• Update dispatch logs

Administrative Support

• Register individuals, maintain records, prepare reports, manage correspondences, scan and upload forms
• Assist with scheduling, prepare reports, support meetings

Qualifications:

Education/Experience

High School Diploma or GED required.

Associate degree in Healthcare Administration, Business Administration, Criminal Justice, Emergency Management, Behavioral Health, or a related field preferred.

Minimum of two years in one or more of the following: Medical office, Behavioral health, Emergency department registration, Emergency communications, Public Safety dispatch, Call center, Crisis hotline, administrative support

Required Skills/Abilities

• Remain calm and professional during emotionally charged situations.
• Prioritize multiple competing demands.
• Communicate effectively with individuals in crisis, families, first responders, healthcare providers, and staff.
• Gather accurate information and relay it clearly.
• Maintain confidentiality while exercising sound judgment.
• Navigate multiple software applications simultaneously.
• Demonstrate exceptional organizational and time management skills.
• Work independently while contributing to a collaborative team environment.
• Adapt quickly to changing priorities.