JOB
Dane County Public Safety Communication in Madison, WI has a full-time (1.0 FTE) vacancy for a Behavioral Health Call Diversion Supervisor.The eligible list created from this posting may be used for future Behavioral Health Call Diversion Supervisor vacancies for the next six (6) months.
EXAMPLE OF DUTIES
COMMITMENT TO EQUITY AND INCLUSIONAs an employer, we strive to provide a work environment where diversity and differing opinions are valued, creativity is encouraged, continuous learning and improvement are fostered, teamwork and open/honest communication are encouraged, and meeting customer needs through quality service is a shared goal. All employees must be able to demonstrate multicultural competence – the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women, racial and ethnic minorities, and persons with disabilities are especially encouraged to apply.DEFINITIONUnder the general supervision of a Communications Manager, the Behavioral Health Call Diversion (BHCD) Supervisor will plan, develop, and implement comprehensive behavioral health call diversion programming within Public Safety Communications (PSC). The BHCD Supervisor will supervise BHCD Specialists. The primary goal of the BHCD Division is to provide individuals the most appropriate response to their unique behavioral health needs. The BHCD Unit will triage, assess, refer and respond remotely to behavioral health related calls for service (CFS) that can be resolved over the phone. It will also redirect non-emergent, non-life-threatening behavioral health related calls away from traditional first responder resources (Law Enforcement and EMS) and toward more appropriate alternatives like Mobile Crisis and CARES (Community Alternative Response Emergency Services) when possible. EXAMPLES OF DUTIESResearch emerging BHCD trends and identify best practices to be considered for implementation. Assist in developing initial training curriculum for BHCD Specialists. Assist with developing BHCD specific procedures and workflow, and with refining and updating current related procedures. Assist with implementation of triage and disposition of behavioral health related CFS to ensure efficient and effective assessment, triage, referral, and overall handling of behavioral health related 911 and non-emergency calls. Participate in the ongoing evaluation and refinement of the BHCD program. Provide relevant updates on developments, issues, etc. to affected internal staff and external partners as appropriate. Plan, organize, assign, supervise, and monitor work activities of BHCD Specialists to ensure compliance with established policies and procedures. Ensure service quality by monitoring calls, reviewing call recordings, and providing feedback to staff. Collaborate with PSC Training staff to provide and/or facilitate on-going, crisis call handling related training for all PSC staff. Participate in hiring, onboarding and off boarding. Evaluate employee performance and complete performance evaluations for direct reports. Maintain timely and thorough administrative and service documentation and records related to supervision and program-related monitoring. Participate in regular meetings with other supervisors and manager to discuss operational issues, staffing needs, and program updates. Assist in identifying, collecting and analyzing relevant program data related to program efficacy. Prepare data, reports and presentations as needed. Other duties as assigned.
SUPPLEMENTAL INFORMATION
Excellent oral and written communication skills. Ability to exercise sound, independent clinical judgement with minimal direct supervision. Comprehensive knowledge of behavioral health and recovery issues and principles. Ability to provide constructive feedback and instruction in a manner that engenders trust. Ability to comprehend, interpret and apply a wide range of policies and procedures. Knowledge of effective supervisory techniques and methods. Familiarity with or ability to learn public safety response frameworks, including Computer Aided Dispatch and alternative (to law enforcement) response models. Ability to assist in developing and implementing training.