The Daytime Hotline Specialist is an active member of the Choices Emergency Response Teams (CERT) and provides daytime hotline support services to consumers and families who have experienced an overdose or experience severe mental illness. Under supervision of the CERT Project Manager, the Daytime Hotline Support Specialist functions as an initial point of contact for callers to the CERT hotline; exhibits competency in personal recovery and use of coping skills in conversation with callers; serves as a consumer advocate; provides consumers and families with initial resources and information about next steps; maintains call tracking logs; and enrolls newly referred or re-referred clients into the EHR. The Daytime Hotline Support Specialist performs tasks to assist callers during their initial contact with CERT by providing support and immediate resources identified as needs during the initial encounter and to support other members of the CERT team through performing client enrollments. The incumbent will support and uphold a commitment to racial and ethnic equity and antiracism.

The Choices Emergency Response Teams are responsible for 24/7 mobile emergency responses for youth and adults experiencing a mental health or opioid crisis in Wayne, Fayette, Dearborn, Ohio, Franklin, Decatur, Ripley, Jefferson or Switzerland County. The CERT teams operate from a strengths-based perspective, collaborating with first responders, community stakeholders, clinical leadership, care coordinators, and fellow mobile crisis responders. The CERT teams will work within a culture of crisis prevention, making every effort to ensure individuals are effectively stabilized within their home and community whenever possible. The CERT teams will ensure appropriate follow-up individuals who have experienced a crisis event and ensure linkage to ongoing supports and services, operating in an enhanced localized crisis response system contributing to the goal of increased community stabilization.

Responsibilities Include:

• Can articulate the mission, vision and practices of the CERT program to consumers.
• Communicates the practice expectations of the emergency response system to consumers, community partners, and funders.
• Responds to crisis referrals promptly during normal business hours and after hour crisis situations.
• Provides back up when requested/as available if contacted by first responders.
• Adheres to the policies and protocols established by Choices for the management of a 24/7 mobile crisis response system.
• Incorporates the guiding principles and values of Systems of Care into their interactions with youth and families, fellow team members, Choices staff and system partners.
• Communicates effectively with Choices Leadership Team to ensure collaborative efforts and proactive response to issues and concerns.
• Follows established strategic plans and quality improvement procedures to achieve stated goals and enhance the experience of referred youth and adults with mobile crisis response services.
• Ensures collection of all necessary service data. 
• Participates in scheduled meetings to review performance and quality indicators and makes recommended adjustments to improve the response and stabilization service. 
• Willingly completes other duties as assigned to advance the mission of the Choices Emergency Response Team.

Qualifications:

• High School Diploma or GED. Some college preferred.
• Prior experience with mental health crisis response preferred.
• Strong communication and writing skills. Bi-lingual skills (Spanish) a plus.
• Familiarity with Systems of Care values and principles.
• Highly organized, and effectively manages multiple priorities simultaneously.
• Professionally articulate in communicating (oral and written) service expectations, strengths and needs of clients and outcomes. 
• Demonstrated professionalism working in teams with internal colleagues and external audiences in both person and through various electronic media.
• Enthusiastic about advancing system change within the community.
• Valid driver’s license.
• Operational smart phone.

Hourly 15.96

Benefits Include:

• Medical, Dental, Vision
• Employer Paid Life Insurance, Short & Long Term Disability
• 401k Match
• Tuition Reimbursement
• Paid Parental Leave
• Generous PTO plan