Diversion Specialist

CONTACT COMMUNITY SERVICES INC seeks a 911 Diversion Specialist to support crisis intervention and reduce unnecessary 911 use in Central New York. Working in a mission-driven, team-based environment, you will answer calls diverted from 911 and other helplines, conduct risk and safety assessments, provide de-escalation and emotional support, and connect callers to appropriate mental health, social service, and community resources. You will document all contacts accurately, follow strict confidentiality and suicide prevention protocols, and collaborate with supervisors and partners.

Ongoing training and coaching are provided to build your skills in crisis response and community referral work.

Responsibilities

• Answer crisis and information calls diverted from 911 and other helplines
• Assess risk, safety, and urgency; provide de-escalation and emotional support
• Determine appropriate alternatives to 911 or emergency room use when safe
• Connect callers to mental health, social service, and community resources
• Document all contacts accurately and confidentially in required systems
• Collaborate with supervisors, clinical staff, and community partners as needed
• Follow all protocols related to suicide prevention, mandated reporting, and confidentiality
• Participate in ongoing training, coaching, and quality improvement activities

Required Skills

• Crisis intervention
• Suicide risk assessment
• De-escalation techniques
• Call center/helpline operations
• Case documentation
• Community resource navigation
• Data entry
• Confidential information handling
• Customer service
• Basic computer proficiency