Title: Remote Telehealth Crisis Services Care Coordinator

Position’s Role Summary:

Do you have a passion for helping others and want a career where you can make a difference? Then join our NTBHA team where we have proved to be a strong, self-sufficient and enduring foundation within our community. We are committed to connecting and serving our clients where they live. Please apply if you want to build a career here!

NTBHA is the Local Behavioral Health Authority (LBHA) contracted by Texas Human Services Commission (HHSC) to provide mental health and substance use disorder services to qualified indigent consumers in our six-county region of Dallas, Ellis, Hunt, Kaufman, Navarro, and Rockwall Counties.

NTBHA is responsible for developing a collaborative system of care for incarcerated and justice-involved adults with severe mental illness and/or a substance use disorder that are being considered for specialized mental illness programs and court proceedings. NTBHA is also responsible for working with our local system of care for crisis services, which often includes individuals calling 911 or crisis hotlines.

This position’s actions and work must align with NTBHA values and goals, regulations, and policies and procedures, and meet all documentation standards and regulatory requirements.

NTBHA is seeking a person with excellent organizational and clinical skills to work in conjunction with the remote telehealth crisis services system. This position will provide care coordination using the remote telehealth system and working with partners in screening incoming calls, conducting risk assessment and triage over the phone, and coordinating appropriate behavioral health services responses. The Remote Telehealth Crisis Services Care Coordinator will work in accordance with NTBHA policies and procedures.

The position will provide initial telephonic and remote crisis intervention, care coordination with local providers, as well as local mental health response/co-responder teams and provider chronic care community outreach teams. Their role is to perform required triage and assessment of crisis calls with behavioral health components and to recognize high priority, urgent, and routine behavioral health needs. The Remote Telehealth Crisis Services Team may also be contacted by law enforcement or courts requesting assistance in crisis resolution including assisting in clinical determinations for emergency detentions or referral to crisis services. The Team member will then assist relevant staff in making appropriate referrals to available resources or coordinating with law enforcement for the appropriate level of care.

The Remote Telehealth Crisis Services Care Coordinator will communicate consistently and effectively with community members, law enforcement, crisis services, courts, hospitals, MCOT, diversion programs, schools, and other NTBHA staff regarding clients’ progress, barriers, and needs. The Remote Telehealth Crisis Services Care Coordinator will be expected to work closely and collaboratively with partner agencies and organizations regarding clients in order to develop effective responses to citizens in need.

This position will require cellular availability after hours and flexible work hours to meet program needs. This position will be responsible for seeking clinical consultation with supervisors on an as-needed basis. The team is a crisis-intervention program that operates 7 days a week, 24 hours a day. This position is responsible for adherence to and compliance with NTBHA policies and procedures as well as state and federal regulatory codes. Additional training relevant to telephonic crisis intervention as well as specialized training with the remote telehealth system will also be required.

Qualifications Required:

• Bachelor’s degree in psychology, social work, behavioral health, criminal justice, or related field.
• Minimum of two years of experience in community mental health working with individuals having severe persistent mental illness and substance use disorders that includes crisis services.
• Experience in telephone or field crisis response teams.
• Experience in providing psychosocial education, skills training, or assessments, particularly with the target population.
• Experience with participating in a treatment team that develops and monitors treatment plans for persons with severe persistent mental illness and substance use disorders.
• Knowledge of the Texas crisis response requirements.
• Knowledge of the various community resources and providers within the NTBHA service area including (but not limited to) supportive housing and employment, shelters, food banks, social service agencies, charities, medical and behavioral health providers, and other resources for the indigent population.
• Possess and maintain a valid driver’s license. Pass and maintain a clear background record as required for healthcare organization under state and federal contracts in addition to requirements for working with the telehealth system.
• Must be able to perform remote work reliably using telehealth systems on a consistent basis without in-person supervision.
• Must be able to rotate 8-, 10-, or 12-hour shifts.
• Advanced Microsoft Office Suite skills - Outlook, Word, Excel, PowerPoint, etc., with an ability to become familiar with company-specific programs and software.
• Must be able to work on and have knowledge of a PC (personal computer).

Summary of Essential Duties, Responsibilities, and Skills:

• Use NTBHA’s approved curriculum and assessments with clients in accordance with their developmental and cognitive abilities as well as their mental health status and symptoms.
• Use the remote telehealth crisis services system as required.
• Seek clinical consultation as needed from the Remote Telehealth Crisis Services Supervisor.
• Assist clients while they are in crisis in accessing appropriate mental health services and facilitate appropriate continuity of care.
• Provide accurate and timely reporting metrics to the Remote Telehealth Crisis Services Supervisor.
• Make accurate and effective assessments and recommendations regarding the client’s mental health needs in compliance with the client’s rights as well as all relevant State and Federal statutes, and NTBHA policies and procedures.
• Develop and maintain rapport with persons in crisis using modalities such as Motivational Interviewing and other relevant and appropriate methods to communicate and relate with callers to resolve crises.
• Develop and maintain rapport with the various agencies and organizations involved with the Remote Telehealth Crisis Services.
• Prepare, create, and maintain records, files, documents, reports, and correspondence both within NTBHA and partner agencies and organizations.
• Work with other NTBHA employees, members of partner agencies and organizations, as well as the target population and their families in a constructive and efficient fashion.
• Bilingual ability preferred but not required.
• Hours and shift assignments may be outside of normal business hours.
• Duties and projects may be changed to meet business needs.

NTBHA is deeply committed to diversity, equity, and inclusion, both in our hiring practices and in our experiences as employees. We strive to create a mindful and respectful environment and culture that is free of perceived harassment, racism, and discrimination, creating an environment of understanding and compassion for all lived experiences.