Diversion Specialist

Initial training for this position is expected to take 3 to 4 months. Training will occur Monday-Friday 11am-7pm on-site at Contacts main office and the Onondaga County E-911 center.

The Diversion Specialist plays a pivotal role in Onondaga Countys Person in Crisis (PIC) Navigation Program. This position provides immediate mental health support and crisis intervention to individuals in distress who contact Onondaga County 911. This role is crucial in ensuring that individuals experiencing mental health or substance use crises receive appropriate care and support. This position may be scheduled as either a 911 crisis counselor or a PIC coordinator at the Onondaga County E-911 Center.

Duties and Responsibilities
911 Crisis Counselor
Respond to 911 calls involving mental health and substance use crises, providing telephonic support with compassion and in accordance with the organizations training and scope
Conduct initial assessments to determine the mental health and substance use needs of individuals in crisis
Develop and implement crisis intervention plans tailored to the individuals needs, including telephonic de-escalation, referrals to community resources, or connection to community safety net programs
Refer calls needing a high level of care to appropriate emergency responders, including police, fire, EMS, and human service dispatch team and collaborate with E-911 staff and emergency responders to ensure coordinated care
Offer follow-up support and referrals to appropriate mental health and substance use services and resources

PIC Coordinator
Receive and prioritize requests for human service dispatch from 911 crisis counselor, law enforcement, and other emergency services personnel
Dispatch appropriate human service response in a timely and efficient manner, ensuring coordination with person in crisis, community response team, law enforcement, and EMS
Monitor the status of ongoing responses, relay information between responders, and provide updates to E-911 and partners as needed
Support E-911 Technical Advisor by reviewing all incoming calls to determine appropriateness of human service response

General Responsibilities
Ensure successful implementation of the PIC Navigation Program general order guidelines and protocols
Support EMS in connecting individuals to treatment or appropriate services following a mental health or substance use crisis, including opioid overdoses or other opioid-related emergencies
Facilitate education and access to treatment, prevention, and recovery services, including for persons with opioid use disorder, substance use disorder, and mental health conditions
Maintain accurate and timely documentation of all interactions and interventions, in both E-911 CAD system and Contacts iCarol system
Act as call center Crisis Specialist responding to 988, 211, and community crisis lines, as scheduled
Participate in ongoing training and professional development to stay current with best practices in crisis intervention, human services emergency response, mental health, and substance use
Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
Meet call center performance metrics, as defined by agency and accrediting bodies
Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
Complete all required program and/or funder training and all required agency training such as NYS Mandated Reporter, Sexual Harassment etc

Education Requirements
Associate degree in a mental health, social work, psychology, counseling, or related human services field is required. Bachelors degree strongly preferred.
Advanced degrees (e.g., MSW, MA in Counseling, etc.) may substitute for some or all required experience.

Previous Experience Requirement

Required:

At least 1 year of experience in a mental/behavioral health setting, ideally involving crisis intervention, suicide prevention, or work in a crisis call center.
Experience in de-escalation, risk assessment, and coordinating care or referrals for individuals in crisis is highly valued.
Candidates with higher levels of education may be considered in lieu of direct crisis experience, provided they demonstrate a strong understanding of crisis response principles and practices.

Knowledge and Skills Needed to Perform Effectively in this Position
Strong empathy, active listening, communication, teamwork, and interpersonal skills
Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately
Strong problem-solving abilities and critical thinking skills to assess needs, adjust to rapidly changing situations, handle various types of crises and provide appropriate referrals
Ability to work under pressure and handle high call volumes while maintaining a calm demeanor
Proficiency in using computer systems and databases…