988 Crises Call Center Manager

Purpose:

Wyandot BHN is looking for a Clinical Professional to manage it’s 988/Crisis line Call Center. The manager will run the day to day operation and help Call Center staff with elevated phone calls when the need arises. They will perform behavioral health crisis hotline intervention, brief screening, and referrals for various services in its 24/7, 988 Call Center. The Intent of the 988-phone number is to prevent suicide, divert individuals from hospitals and law enforcement contact, and support individuals in navigating resources to meet their needs. This team will be embedded in the Crisis Department of Wyandot BHN.

Duties Include:

• Answer 24-hour 988 crisis line calls, providing empathetic and compassionate support.

• Crisis Manager will be the lead person to help with escalated calls and decision making when a higher level of care of a client in crisis is needed.

• Assess suicide risk and other safety-related concerns along with evaluating the needs of the callers.

• Making the least restrictive level of care recommendations and coordinating care for the callers.

• Conduct outreach calls to individuals identified in need of support.

• Develops complex intervention plans to address the clinical needs of callers.

• Collaborates with the Wyandot Mental Health Center teams and other community agencies to advocate for callers.

• Helps develop safety plans to best support the health and wellness of callers.

• Forwarding of all necessary documentation regarding services provided and assisting with data collection in support of Program goals.
• Maintains needed training to meet job expectations, compliance, and position competency.

• Follows and complies with all local, state, and federal regulations, laws, and standards including all job-specific guidelines and codes.

• Follows all organizational and departmental policies, procedures, and practices including those outlined in the employee handbook or other work-related references and resources. Upholds and activity demonstrate the Mission, Vision, and Values in all interactions.

• Upholds confidentiality and proper safeguarding and handling of Protected Health Information (PHI) as outlined under the provisions of HIPAA privacy regulations [Health Insurance Portability and Accountability Act of 1996], related policies and practices.

• Performs other duties as assigned by immediate supervisor or designate.

Job Requirements, Education, and Qualifications

• Master’s degree in social work, Counseling, or Psychology or other Human Services field. At least four years experience as a QMHP preferred. Knowledge of suicidality and imminent risk preferred but willing to train.

• This is a 24/7/365 operation, and the Manager will be responsible for on-call afterhours duties.

• Applicants must meet Kansas licensure requirements to be considered. If Kansas Licensure is obtained by the time of an employment offer and licensure is pending confirmation at the time of employment application is needed.

• The clinician will have access to all rules and regulations and is expected to refer to these as needed to ensure agency practices and processes are in compliance. Clinicians must be familiar with all requirements affecting the operation of clinical services.

• The clinician must be familiar with agency policy and procedures in all areas. Clinicians must also maintain knowledge of best practice information with regard to the provision of quality services and support for Clients.

• The Clinician must be self-directed. The Clinician will have access to their supervisor on an ongoing basis through face-to-face contact, via email, and through written correspondence or telephone. The Clinician must be able to judge the need for consultation with their supervision as the majority of duties are performed with limited supervision.
• Clinician must be familiar with risk management issues and safety procedures to ensure that consistent efforts are made for implementation. The Clinician is responsible for monitoring the safety practices of others and it is crucial that this duty be completed in a thorough manner to ensure that Clients served are safe.

• Must pass clearance through the Kansas Child Abuse/Neglect Register and Criminal Background Check.