Call Diversion Clinician

Overview

Position Title: 911 Call Diversion Clinician

Reports to: 988 Clinical Supervisor

Schedule: Sunday through Tuesday; 8am - 4pm

Pay rate: $37.97 per hour

Location: Remote (candidates need to be located in WA, TX, AZ, or OH).

Union Representation: Represented by OPEIU

PROGRAM

SUMMARY:

Crisis Connections, in collaboration with Valley Communications Center, the Department of Health and King County Behavioral Health Recovery Division is developing an innovative team of behavioral health crisis responders and essential health & human services professionals with training in telephonic crisis intervention to support 911 call centers.

This 911/988/211 Call Diversion project integrates emergency response services (911) with crisis intervention services (988) and health and human services (211). This aims to provide a more comprehensive and coordinated response to emergencies, mental health crises and essential needs support. This position will work closely with multiple teams, across multiple organizations.

We are seeking passionate individuals who are dedicated to learning, thrive in changing environments and want to make a positive impact in their community to join this important initiative. Our role is critical to ensure that individuals in crisis receive the support they need, while helping to reduce the strain on law enforcement and the criminal justice system.

POSITION SUMMARY: The 911 Crisis Diversion Clinician is a qualified Mental Health Professional who is trained to provide risk assessment oversight, clinical decision making and support 911 Crisis Diversion Specialists through consultation and coaching during live calls. Diversion Clinicians take lead in developing crisis intervention plans and coordinate with Diversion Specialists information & referrals to essential community resources with the goal of stabilizing the individual and reducing the likelihood of future crises.

This selected candidate must bring clinical expertise in the areas of crisis intervention, de-escalation, and mental health. Responsibilities include monitoring the delivery of services via phone and in the future chat/text. The 911 Crisis Diversion Clinician will ensure that callers receive appropriate emotional support, and referrals to the appropriate level of care.

QUALIFICATIONS AND EXPERIENCE NEEDED:

• Master’s degree in psychology/counseling or social work or related field required.
• Mental Health Professional as defined by WAC .
• Independent or associate licensure in counseling, or social work preferred.
• Experience working with individuals in crisis required.
• Excellent verbal, written, and typing skills required.
• Ability to work effectively with a multi-disciplinary clinical staff in a fast-paced environment required.
• Experience of working within a call center preferred.
• Experience in working with law enforcement, 911 operators, and 1st responders highly preferred.
• Telephone assessment or help line experience preferred.
• Prefer experience in King County Public Mental Health System

• Responsible for the direct oversight of 911 Crisis Diversion Specialist and general oversight and direction of other staff working during scheduled shifts. This will include close monitoring and coaching of 911 Crisis Diversion Specialist.
• Responsible for supporting 911 Crisis Diversion Specialist in assessing for risk of harm, mental illness and ensuring that best clinical intervention practices and community resources are implemented.
• Ensures completion of appropriate screening and linkage to Next Day Appointments, Children's Crisis Outreach and Response System, Mobile Crisis Teams, Geriatric Regional Assessment Team, Designated Crisis Responders, and other outreach services for callers.
• Supports the 911 Crisis Diversion Specialist and Information and Referral Specialist staff with ongoing and immediate feedback.
• Ensures that all policies and procedures are followed by staff answering the line.
• Assists 911 Crisis Diversion Specialist in identification of callers who are known to the agency and may have case plans on file.
• Ensure that all calls are documented accurately and completely using the assigned electronic health record.
• Ensure fidelity to risk assessment requirement outline by the 988 Suicide and Crisis Lifeline and resource utilization through AIRS Standards for Professional Information and Referral.
• Ensures that all services delivered are consistent with compassionate, respectful, professional, and recovery-oriented services.
• Contributes to a team atmosphere that is professional, congenial, and respectful.

• 988 Suicide and Crisis Lifeline.
• 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.

• Supports 911 Crisis Diversion Supervisor in providing training and job shadowing to new staff that incorporates clinical best practices, and training…