911 Call Diversion Specialist

Position Title: 911 Call Diversion Specialist

Position reports to: Clinical Supervisor of 988 Crisis Services

Type: Full-Time Opening

Location: Onsite at Kent, WA Valley Communications 911 Center

Payrate: $30.43/hour

Union Representation: OPEIU Representation

Schedule: Sunday-Wednesday10am-6pm and Friday - Monday 10 am - 6 pm

Start date March 2024. Onsite and virtual training will be required for 5-6 weeks.

Clearance Requirements: This role requires the ability to pass a 911 CJIS Criminal Background Check and Fingerprinting for clearance at the 911 Valley Communications Center.

PROGRAM SUMMARY: Crisis Connections in partnership with Valley Com 911 will build a team of behavioral health crisis responders that will be physically housed onsite within the Valley Com contact center. This new and innovative program is one of the first in the nation and aims to reduce the reliance on a criminal justice response for individuals experiencing a behavioral health crisis. If this is work you are passionate about, we want to hear from you, and see if you would be a good fit for this new team.

POSITION SUMMARY: 911 Call Diversion Specialist provides primary support for incoming contacts via phone, chat, or text from the 988 Suicide and Crisis Lifeline. The CIS is responsible for telephonic crisis intervention for callers in crisis. This includes emotional support, safety planning, providing resources.

QUALIFICATIONS AND EXPERIENCE NEEDED:

• B.A. in social sciences required.
• Previous experience in crisis call center, providing online emotional support, crisis text lines or chat services helpful; previous crisis intervention, counseling or psychology background is preferred.
• Knowledge of King County Public Mental Health System
• Excellent communication and problem-solving skills, including ability to respond to callers with patience, objectivity, and nonjudgmental attitude.
• Must successfully pass a WA State Patrol (WATCH) background check in accordance with the DSHS Secretary's list of crimes for positions that will have access to personally identifiable information (PHI)
• Must currently hold clearance or successfully pass the Criminal Justice Information Services (CJIS) background check
• Demonstrated ability to problem solve.
• Evidence of ability to work effectively with a multi-disciplinary team of clinical staff and paraprofessionals.
• Evidence of technical proficiency and ability to work effectively in a fast-paced environment.
• Excellent verbal, written, and technical skills including the ability to work in multiple software platforms concurrently.
• Skilled in web-based computer environment, database navigation, and multiple platforms for clinical contact and documentation.

JOB COMPETENCIES

988 SUICIDE AND CRISIS LIFELINE CONTACT SUPPORT

• Knowledgeable of organization and 988 Suicide and Crisis Lifeline required protocols and procedures.
• Respond to calls (possibly in future online chat, and SMS texts) to provide emotional support, risk assessment, crisis intervention, and support referrals to contacts in a consistent and non-judgmental manner.
• Uses effective communication skills to assist in behavioral health and suicide risk assessment and de-escalation of contacts.
• Provide contacts with risk reduction and safety/action planning.
• Sets appropriate limits with difficult contacts.
• Exhibits patience and responds to difficult contacts with sensitivity.
• Smoothly integrates supervisory direction into contacts.
• Alerts 911 Call Diversion Clinician immediately to contact content involving possible danger to the identified client or to other people. (Including suicide, homicide, child/elderly abuse, and other violent threats or ideation.)
• Alerts 911 Call Diversion Clinician when identified contact presents indications of possible mental disorder.
• Make every effort to resolve contacts in the least restrictive environment and without law enforcement involvement whenever possible.
• Triage 911 contacts for referral to appropriate crisis response system partners for higher level of intervention as needed.
• Ability to adapt quickly to varied protocol/requirements of each incoming/outgoing communication modality.
• Provide detailed and thorough documentation for all contacts.
• Adheres to confidentiality policy.
• Adhere consistently to contact management guidelines and all organization policies and procedures.
• Must complete new hire orientation and all required training within 30 days of hire.

SERVICE DELIVERY

• Demonstrates knowledge of King County mental health system.
• Demonstrates knowledge of Crisis Connections resources:
• Competent use of Resource database.
• Competent use of contact management systems.
• Competent use of clinical documentation systems.
• Demonstrates knowledge of remote contact team protocol and procedure by:
• Maintaining accurate clinical logs and screening guides.
• Performing linkages in an accurate and timely manner.
• Provides adequate consultation to professionals and non-professionals.
• Maintains appropriate professionalism in dealing with colleagues, internal and external to the agency, as well as all callers.
• Timely completion of Case Reviews as assigned; notifies Supervisors of need for Case Plans.
• Makes appropriate use of Supervisor.

PROFESSIONAL DEVELOPMENT

• Participates in program meetings and planning.
• Attends trainings and organization in-services as required by 988 Suicide and Crisis Lifeline recommendations.

KEY PERFORMANCE INDICATORS

• 988 Suicide and Crisis Lifeline Program Standards
• Call Abandonment rate 5% or less.
• Call Answer Rate within 30 seconds.
• All staff working within the 988 Service Line share the responsibility to meet these contract metrics.

QUANTITY AND QUALITY OF WORK/WORK HABITS

• Arrives at work on time and maintains regular attendance; working assigned shifts and supporting coverage of open shifts upon mutual agreement for coverage when needed.
• In emergency or disaster situations, staff may need to remain on shift if other coverage is not viable.
• Follows personnel policies and procedures.
• Written and verbal communication is clear, concise, accurate and thorough.
• Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers, and customers/clients.
• Makes appropriate use of supervisor.
• Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors. To include team members not employed by Crisis Connections.
• Suggests solutions to identified problems.
• Attends all internal staff meetings as assigned.
• All other duties as assigned.

Thriving employees means a thriving mission:

We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan
• Gym classes
• Offers of Employment:

All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirement:

• Smart phone with ability to download Multi-factor Authentication (MFA) application

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.