Behavioral Health Call Specialist

911 Behavioral Health Call Specialist (Waco, TX)

The Crisis Call Diversion Program is an integral part of our behavioral health collaborative at the City’s 911 Waco Police Dispatch. The program’s mission is to divert police by connecting individuals who call 911 in behavioral health crisis to appropriate community-based resources. The Behavioral Health Call Specialist is embedded on the floor of the 911 Call Center and plays a key role in the implementation of this mission.

Primary responsibilities include behavioral health crisis screening, assessment, triage, consultation, de‑escalation, follow‑up telephone calls, and provision of referrals.

• Receive direct transfer of calls from individuals seeking behavioral health assistance via 911 or telehealth;
• Provide de‑escalation services to individuals calling 911 in distress while police are en route;
• Intercept calls eligible for behavioral health screening that are pending police response with goal of cancelling police response;
• Determine need for behavioral health service intervention through assessment of demographic, social, and clinical information;
• Determine the level of risk of harm to self or others;
• Determine urgency of response based on caller presenting risk factors including, but not limited to, identification of acute psychosis, possible suicidal behavior or thoughts, thoughts to harm others;
• Initiate referral to appropriate response based on identification of urgency, including emergency response where extreme and high urgency is identified;
• Give caller clear and concise information about the services available and options for further assessment or treatment including to call back should the situation escalates;
• Ensure that the consumer has a clear understanding of the triage process and subsequent follow up actions;
• Provide follow‑up telephone contact for identified persons;
• Use technology such as Waco Police Department Computer Aided Dispatch (CAD), HOTBHN electronic health record, and Doxy.me for Telehealth;
• Optional duties may include responding in the field for crisis assessments as part of the EMCOT field response team.

• Knowledge of mental illness and emotional components of physical illness; psychiatric diagnosis, psychosocial assessments, and crisis intervention.
• Demonstrated skill in crisis assessments and reporting results of interviews.
• Considerable ability to work cooperatively and effectively with professional personnel (i.e., law enforcement, jail staff, hospitals, shelters, etc.); to exercise tact, initiate, and good judgment in dealing with clients and relatives; to prepare reports and make recommendations for administrative use; to speak and write effectively; to relate to people and to interact with consumers.
• As an employee of the Center, it is my duty, at all times, to incorporate the principles of Trauma‑Informed Care, which includes cultural sensitivity, throughout the Center, emphasizing a safe and respectful environment for all clients and staff.
• Must have excellent time management skills and ability to enter clinical documentation.
• Local travel 100% and will transport clients.
• Ability to lift up to 30 lbs.

• Experience in providing behavioral health services for persons with severe and persistent mental illnesses, a working knowledge of psychiatric diagnosis, psychosocial assessments, and crisis intervention.
  Required
• Graduation from an accredited college or university with a bachelor’s or master’s degree with a major in behavioral, social sciences, humanities, or education.
  Required
• One year case management Preferred
• Must be fully licensed (LPC, LCSW, RN, etc.) or licensure candidate (LPCi, LMSW, etc.)
• Crises services experience and/or working with law enforcement Required.

This is not a remote position

Hours: Tuesday-Saturday 11AM - 7PM

Salary: $52,000 - $61,204 + ($3 shift diff on Sat) DOE and Credentials

Position: 794

• Employer‑paid Health Insurance, no copays, no deductibles, 0 cost most prescriptions*
• Employer‑paid Dental Insurance
• Employer‑paid Life Insurance
• Employer‑paid Short Term Disability
• Employer‑paid Employee Assistance Program
• Payroll Direct Deposit
• 12 paid Holidays per year
• Excellent 401‑K Retirement Plan (Center will contribute 12% of employee earnings)*
  * Certain Requirements Apply
• Generous Paid Time Off (PTO) – begins after 3 months of full time employment

Heart of Texas Region Behavioral Health Network strives to offer competitive compensation and a comprehensive benefits package that includes:

Visit Careers at Heart of Texas Behavioral Health Network

Department: 911 Call Center – This is a full time position