Utah Crisis Line Crisis Worker - Day Shift

University of Utah

Salt Lake City (UT)

On-site

USD 23,000 - 32,000

Full time

7 days ago

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Job summary

University of Utah Health seeks a Crisis Worker to support the Utah Statewide CrisisLine, assessing callers in crisis via phone or text and coordinating crisis stabilization and referrals. This 24/7 dispatch operates with Mobile Crisis Outreach Teams across Utah.

The role requires empathy, strong communication, and ability to triage, with training in suicidology and collaboration with local mental health authorities.

Qualifications

Bachelor's degree in a human service related field is required.
Utah Department of Professional Licensing license is required.
Certified Peer Support Specialist for at least 1 year preferred.
Case Manager certification for at least 1 year preferred.
Family Resource Facilitator certification for at least 1 year preferred.

Responsibilities

Actively engage with callers/texts and establish a supportive, non-judgmental relationship.
Assess problems using open-ended questions to understand the situation.
Ask suicide risk questions to assess safety and immediacy of danger.
Evaluate risk and determine medically necessary services for crisis stabilization.
Coordinate with community resources and referrals across Utah.
Document essential notes within the shift for continuity of care.
Know whom to call under what conditions through consultative processes.

Skills

Typing 30 WPM

Customer service

Verbal communication

Written communication

Computer literacy

Multilingual

Suicidology basics

Intervention skills

Hospitalization criteria

Education

Bachelor's degree in human services

Certified Peer Support Specialist (1 year)

Certified Case Manager (1 year)

Family Resource Facilitator (1 year)

Utah license in health/behavioral health

Tools

Microsoft Office

Job description

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

A Crisis Worker, working on the Utah Statewide CrisisLine telephonic system, will assess individuals experiencing a self-defined crisis situation, leading to appropriate crisis stabilization and making appropriate referrals. A Crisis Worker may perform screening and triage, psycho-social support, and connection to appropriate resources through call or text. Services also include collaboration with local mental health authorities in the state of Utah. As such, the Statewide CrisisLine operates as a 24/7 dispatch for Mobile Crisis Outreach Teams across the state of Utah.

Corporate Overview: University of Utah Health is an integrated academic healthcare system with five hospitals including a level 1 trauma center, eleven community health centers, over 1,600 providers, and a health plan serving over 200,000 members. University of Utah Health is nationally ranked and recognized for our academic research, quality standards and overall patient experience. In addition to our clinical delivery system, we have a School of Medicine, School of Dentistry, College of Nursing, College of Pharmacy, and College of Health providing education and training for over 1,250 providers annually. We have over 2 million patient visits annually and research grants exceeding $350 million. University of Utah Hospitals and Clinics represents our clinical operations for the larger health system.

Responsibilities

Essential Functions

Actively engage, and make psychological contact, quickly establishing non-judgmental, understanding, and respectful relationship with every individual who calls or texts into the Helpline.
Understand and define problems utilizing open ended questions on the what, how, when, where, who continuum to obtain a clear picture of the situation.
Utilize closed ended questions that obtain information specific to the safety of the caller. This may include suicide prompt questions.
Assess life-threatening situations, including risk of suicide and/or homicide, evaluate safety, acuity/danger and determine medically necessary services.
Mobilize community resources in an efficient and effective manner, and make plans to alleviate the immediate threat/risk.
Record keeping and policy implementation (e.g. recording essential notes in succinct form within the same work shift so they are useful to the next worker).
Use of the consultative process, e.g. knowing who to call under what conditions.

Knowledge / Skills / Abilities

Ability to type at least 30 WPM.
Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.
Demonstrated excellence in verbal and written communications.
Demonstrated computer literacy, including working knowledge of Microsoft Office applications.
Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.
Ability to prioritize and multi-task in a fast paced environment.
Ability to report to work on time and avoid unnecessary absenteeism.
Demonstrated awareness towards people with various identities from different cultural backgrounds.
Basic suicidology, including suicide assessment of desire, intent, capability, and buffers.
Intervention strategies including active engagement, active rescue, and collaboration, emphasize safety and prevention.
Voluntary and involuntary hospitalization criteria and procedures.

Qualifications

Required

(a) Individuals licensed under Utah Department of Professional Licensing for any health or behavioral health license;
(b) Individuals with a minimum of bachelor’s degree in a human service related field;
(c) Individuals certified as a Certified Peer Support Specialist for a minimum of one year;
(d) Individuals certified as Case Managers for a minimum of one year; or
(e) Individuals certified as Family Resource Facilitator for a minimum of one year.

Qualifications (Preferred)

Preferred

One year customer service experience.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation. This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Listening, Manual Dexterity, Near Vision, Sitting, Speaking

Multi-lingual Candidates Welcomed

EEO Statement

University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patient populations.

All qualified individuals are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

University of Utah Health Hospitals and Clinics, a part of The University of Utah, is an Affirmentary Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability, please contact the University of Utah Health Hospitals and Clinics Human Resources office at 801-581-6500. If you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity (OEO). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at: www.utah.edu/nondiscrimination/Online reports may be submitted at oeo.utah.edu

This position may require the successful completion of a criminal background check and/or drug screen.

Requisition Number

86719

Reg/Temp

Regular

Employment Type

Full-Time

Shift

Day

Work Schedule

Thu-Sat 0600-1600

Clinical/Non-Clinical Status