Mental Health Communications Coordinator (TASSS II - Exempt)

City of Detroit; Michigan; On-site; USD 42,000 - 54,000; Full time

Job summary

City of Detroit seeks Mental Health Communications Coordinators to support triage of mental health-related 911 calls and connect clients to services. The role operates across two shifts, with duties including crisis intervention, information/referral, and de-escalation until emergency personnel arrive.

Responsibilities include assessments for possible face-to-face or telehealth evaluations, documentation in CAD and Intrado systems, referrals to emergency personnel, and maintaining case histories

Qualifications

• Bachelor’s Degree in Social Work, Psychology, Counseling, Nursing or related field.
• Master’s Degree in Social Work (preferred)

Responsibilities

• Provides crisis intervention, suicide prevention, information & referral, and brief supportive counseling to clients who call 911 and are in emotional distress and/or seeking information on available mental health services.
• Interacts with clients and the community by telephone and provides professional assessments to determine if a face-to-face/telehealth behavioral health evaluation is needed.
• Utilizes the 911 phone system (Intrado) and Central Square CAD system to update or append mental health related calls for service.
• Refers mental health calls for service to the appropriate emergency personnel or agency (non-emergency calls).
• Develops case history of clients, provides wrap‑around services, and implements individual treatment plans.
• Achieves program objectives by providing operational mental health support in the 911 call center and triages calls to co‑response units, when available, and ensures the proper documentation.
• Promotes individual and group action towards individual growth and socially desirable goals.
• Maintains appropriate program databases and client, case, and public records.
• Assists in training and provides consultation to other employees engaged in social service work.
• Provides instruction and guidance to a variety of individuals in personal and group settings.
• Reports project risks and outcomes to appropriate management channels and escalates issues according to project work plan.

Skills

Crisis intervention

Case management

Interpersonal communication

Social work knowledge

Public social services coordination

Education

Bachelor’s Degree in Social Work

Master’s Degree in Social Work (preferred)

Tools

Intrado 911 system

Central Square CAD system

Office software

Job description

Program Overview:

Many individuals facing repeated mental health crises and/or chronic homelessness in Detroit make extensive use of emergency services. To address this, the Mental Health Co-Response Program, a partnership between the Detroit Police Department (DPD), Detroit Wayne Integrated Health Network (DWIHN), and the City of Detroit’s Housing and Revitalization Department (HRD), was established in 2020. Utilizing a three-pronged approach, the goal of the Mental Health Co-Response Partnership is to improve the city’s response to individuals experiencing mental health crises and to prevent future crises by connecting them to supportive services. The three prongs are Crisis Intervention Team (CIT) Co-Response, 911 Integrated Response, and Detroit Homeless Outreach Team (DHOT).

Mental Health Communications Coordinators

Overview: The main function of mental health communications coordinators (MHCC) is to ensure effective triage of mental health-related calls for service to appropriate services. MHCC’s will work alongside call takers in Detroit’s 911 Call Center to assist with the recognition of a person experiencing a mental health crisis and work toward de-escalating the crisis until emergency personnel arrives to the scene. MHCC’s will operate over two shifts (11am-7pm; 7pm-3am), 7 days a week.

Responsibilities:

• Provides crisis intervention, suicide prevention, information & referral, and brief supportive counseling to clients who call 911 and are in emotional distress and/or seeking information on available mental health services.


• Interacts with clients and the community by telephone and provides professional assessments to determine if a face-to-face/telehealth behavioral health evaluation is needed.


• Utilizes the 911 phone system (Intrado) and Central Square Computer Aided Dispatch (CAD) system to update or append mental health related calls for service.


• Refers mental health calls for service to the appropriate emergency personnel or agency (non-emergency calls).


• Develops case history of clients, provides wrap‑around services, and implements individual treatment plans.


• Achieves program objectives by providing operational mental health support in the 911 call center and triages calls to co‑response units, when available, and ensures the proper documentation.


• Develops case history of clients, provides wrap‑around services, and implements individual treatment plans.


• Promotes individual and group action towards individual growth and socially desirable goals.


• Maintains appropriate program databases and client, case, and public records.


• Assists in training and provides consultation to other employees engaged in social service work.


• Provides instruction and guidance to a variety of individuals in personal and group settings.


• Reports project risks and outcomes to appropriate management channels and escalates issues according to project work plan.

Qualifications:

• Bachelor’s Degree in Social Work, Psychology, Counseling, Nursing the Human Services, the Social Services, or a related field. Master’s Degree in Social Work (preferred)


• One (1) year of experience in social work in a recognized agency which includes responsibility for decisions regarding handling of individual client social problems.

Knowledge, Skills, and Abilities:

• Knowledge of principles and methods of social work.


• Knowledge of legal requirements governing publicsocial work.


• Knowledge of work of public and private social agencies.


• Skill in tactful and effective oral and interpersonal communication with clients, client associates, community organizations, human services agencies, and citizens.


• Skill in operating personal computers and common office software.


• Skill in crisis intervention.


• Ability to diagnose social cases.


• Ability to plan and execute treatment and secure client cooperation.


• Ability to perform crisis intervention.


• Ability to establish and maintain relationships with community organizations and human services agencies.


• Ability to work effectively under deadline pressure.

Licenses:

• To complete University of Michigan’s Registered Behavior Technician (RBT) Training upon hire.


• To complete RMS and CAD Training upon hire.

Appointment term is based upon availability of grant funds.