Mental Health Crisis Response Communications Coordinator

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

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