Under the supervision of the Call Center Supervisor, the Call Center Dispatcher will take calls into the crisis call center for youth and families in crisis regarding psychological and emotional problems (such as out of control behavior, suicidal/homicidal ideation and/or family problems) while maintaining safety, obtaining all necessary triage information, and then dispatching a clinician. The Call Center Dispatcher will also assist in the daily case management duties for each county.

Job Requirements:

Crisis Dispatcher

• Maintain professional interactions during crisis calls with all stakeholders
• Maintain high levels of teamwork with effective communication
• Engage in calls with an empathetic and professional attitude
• Use critical thinking skills while triaging calls and dispatching clinicians

Case Management

• Support the MRSS team in the management of cases referred for assessments and follow-up services
• Communicate with and provide appropriate documentation to the PBH team
• Conduct satisfaction surveys and other quality assurance measures in support of the MRSS program
• Maintain appropriate and quality documentation

Data Entry

• Enter appropriate documentation into the DSCYF system
• Develop and maintain programmatic needs and outcome studies.

General Responsibilities

• Uphold professional standards of treatment and the mission of the organization
• Maintain a quality code of conduct, ethics and professionalism
• Provide goal-directed and team-oriented services
• Communicate effectively and professionally with all stakeholders

Work environment: Call center, Office-based, Lewes, Delaware

Physical demands:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

Travel required: None

Required education and experience:

• Bachelor’s degree from an accredited school in the human resource field

Preferred education and experience:

• Minimum of 1 year experience in mental health field
• Call center or emergency services experience