Position Title: 911 Call Diversion Clinician

Reports to: 988 Clinical Supervisor

Type: Full-Time opening. 30 hours per week.

Pay rate: $37.23/hour

Location: Onsite in Kent, WA

Union Representation: Represented by OPEIU

Sign on Bonus of $5000, to be paid in 2 lump sums. $2500 when hired, and $2500 after 6 months of employment.

Schedule: 10am-6pm, Sunday-Wednesday.

Start date: March 2024. Onsite & virtual training will be required for 5-6 weeks.

Clearance Requirements: This role requires the ability to pass a 911 CJIS Criminal Background Check and Fingerprinting for clearance at the 911 Valley Communications Center.

PROGRAM SUMMARY: Crisis Connections in partnership with Valley Com 911 will build a team of behavioral health crisis responders that will be physically housed onsite within the Valley Com contact center. This new and innovative program is one of the first in the nation and aims to reduce the reliance on a criminal justice response for individuals experiencing a behavioral health crisis. If this is work you are passionate about, we want to hear from you, and see if you would be a good fit for this new team.

POSITION SUMMARY: The 911 Call Diversion Clinician for 988 is a qualified Mental Health Professional who is trained to oversee calls, provide risk assessment oversight, and clinical decision making for calls that come into Valley Com 911’s Public Safety Answering Point (PSAP). This position is responsible for overseeing all activities of the 988 embedded clinical team while on shift, with a primary focus of diverting behavioral health crisis calls away from law enforcement responses when clinically indicated.

The selected candidates must bring clinical expertise in the areas of crisis intervention, de-escalation, and mental health. Responsibilities include monitoring the delivery of services via phone and in the future chat/text. The 911 Call Diversion Clinician will ensure that callers receive appropriate emotional support, and referrals to the appropriate level of care.

QUALIFICATIONS AND EXPERIENCE NEEDED:

• Master’s degree in psychology/counseling or social work or related field required.
• Experience in working with law enforcement, 911 operators, and first responders highly preferred.
• Must currently hold clearance or successfully pass the Criminal Justice Information Services (CJIS) background check and fingerprinting.
• Mental Health Professional as defined by WAC 246-341-0200.
• Independent or associate licensure in counseling, or social work preferred.
• Must successfully pass a WA State Patrol (WATCH) background check in accordance with the DSHS Secretary's list of crimes for positions that will have access to personally identifiable information (PHI)
• Experience working with individuals in crisis required.
• Excellent verbal, written, and typing skills required.
• Ability to work effectively with a multi-disciplinary clinical staff in a fast-paced environment required.
• Experience of working within a call center preferred.
• Telephone assessment or help line experience preferred.
• Prefer experience in King County Public Mental Health System

911 Call Diversion Clinician Responsibilities

• Responsible for the direct oversight of 911 Call Diversion Specialist and general oversight and direction of other staff working the 988-phone line during scheduled shifts. This will include close monitoring and coaching of 911 Call Diversion Specialist.
• Responsible for supporting 911 Call Diversion Specialist in assessing for risk of harm, mental illness and ensuring that best clinical intervention practices are implemented.
• Ensures completion of appropriate screening and linkage to Next Day Appointments, Children's Crisis Outreach and Response System, Mobile Crisis Teams, Geriatric Regional Assessment Team, Designated Crisis Responders, and other outreach services for callers.
• Supports the 911 Call Diversion Specialist and Information and Referral Specialist staff with ongoing and immediate feedback.
• Ensures that all policies and procedures are followed by staff answering the line.
• Assists 911 Call Diversion Specialists in identification of callers who are known to the agency and may have case plans on file.
• Ensure that all calls are documented accurately and completely using the assigned electronic health record.
• Ensure fidelity to risk assessment requirement outline by the 988 Suicide and Crisis Lifeline.
• Ensures that all services delivered are consistent with compassionate, respectful, professional, and recovery-oriented services.
• Contributes to a team atmosphere that is professional, congenial, and respectful.

KEY PERFORMANCE INDICATORS

• 988 Suicide and Crisis Lifeline.
• Call Abandonment rate 5% or less.
• Call Answer Rate within 30 seconds.
• All staff working within the 988 Service Line share the responsibility to meet these contract metrics.

TRAINING AND PROFESSIONAL DEVELOPMENT

• Supports Clinical Director of 988 Crisis Services in providing training and job shadowing to new staff that incorporates clinical best practices, and training recommendations from the 988 Suicide and Crisis Lifeline.
• Maintains required licensure and keeps updated on current professional literature and trends in the behavioral health field.
• Maintain a minimum of 12 hours of training per FTE on approved topics relevant to the job function.

QUANTITY AND QUALITY OF WORK/WORK HABITS

• Arrives at work on time and maintains regular attendance; working assigned shifts and supporting coverage of open shifts upon mutual agreement for coverage when needed.
• In emergency or disaster situations, staff may need to remain on shift if other coverage is not viable.
• Follows personnel policies and procedures.
• Written and verbal communication is clear, concise, accurate and thorough.
• Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers, and customers/clients.
• Makes appropriate use of supervisor.
• Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors. To include team members not employed by Crisis Connections.
• Suggests solutions to identified problems.
• Attends all internal staff meetings as assigned.
• All other duties as assigned.

Thriving employees means a thriving mission:

We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan
• Gym classes

Offers of Employment : All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Requirements

Computer Skills Assessment : Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirements:

• Smart phone with ability to download and use Multi-factor Authentication (MFA) application.

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.