Crisis Call Center Representative

OneCare Crisis Network is now hiring for a Crisis Call Center Representative.

The Crisis Call Center representative provides telephonic crisis intervention and evaluation services for youth, adults and families in crisis. This position includes immediate telephonic or telehealth response to assess the crisis and determine the risk, mental status, medical stability, and appropriate response.

Job Title: Crisis Call Center Representative

Language: English strongly preferred or Bi-Lingual

Duties and Responsibilities:

· Provides an immediate evaluation, triage and ensure access to acute mental health, intellectual/developmental disabilities, or substance abuse services, treatment, and supports to effect symptom reduction, harm reduction, or to safely transition persons in acute crises to appropriate crisis stabilization and detoxification supports or services

· Provide telephone triage services to individuals requesting assistance or 3rd party referral sources to provide community stabilization services to the identified individual in crisis

· Complete risk assessments to determine if a caller is at risk for suicide and/or homicide, and who may need an immediate response, which may include referrals to Law Enforcement, DCR, and/or Active Rescue to maintain his/her safety or the safety of others

· Must be able to manage multiple calls in a professional and engaging manner

· Assist clinical staff with follow up phone calls as requested and appropriate

· In collaboration with clients and their support system, develop stabilization and safety plans

· Complete comprehensive documentation which supports the safety plan as indicated

· Possess an in-depth knowledge of community resources and ability to access resources to support and address client needs

· Accept delegation and follow through with specific expanded assignments and responsibilities within TRG Health Care Systems such as assigned committees

· May assist in maintaining client records and all other required documentation in a timely and confidential manner, in accordance with agency policies and practices

· The Call Center Rep must adhere to TRG Health Care Systems, NCDHHS/LME/MCO standards

Qualifications:

· Must be a QP, AP, or PP according to 10A NCAC 27G .0104. If paraprofessionals must have competency in crisis management and must be supervised by a QP.

· A minimum of one year of competencies in crisis response and crisis prevention through telephonic response

· Staff shall have a minimum of one year’s experience in providing crisis management services in the following settings: assertive outreach, assertive community treatment, emergency department or other service providing 24-hours-a-day, 7-days-a-week, response in emergent or urgent situations

· Experience with crisis intervention, including risk assessments

· Advocacy, counseling, or crisis intervention experience

· Strong organizational abilities and team participation skills

· Ability to work well with a variety of people from diverse backgrounds

· Excellent verbal and written communication skills

· Demonstrated ability to problem solve and be proactive; and to prioritize and handle a variety of projects simultaneously

· Flexibility and the ability to work on multiple tasks simultaneously

· Commitment to building a multi-cultural, diverse team

· Ability to maintain confidentiality

· Ability to work with Mobile Crisis Management Team as a team member

· Strong computer technology skills, including Microsoft Excel, and Word

· Ability to remain up to date on current technology systems, learn new technology systems and implement within scope of duties

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: In person