What are the responsibilities and job description for the Dispatcher position at City Net?
Position Overview
The Dispatcher provides de-escalation, motivational interviewing, care coordination, and dispatching services for the Multi-Disciplinary Response Teams (MDRT). This high -volume role involves responding to calls from individuals seeking services, 911 diversions, and community reporting apps. Dispatchers assess clients' needs, determine service eligibility, provide crisis de-escalation, and make referrals. and coordinate with internal staff, including Case Managers, clinicians, and safety personnel. This position works closely with Case Managers and Dispatch Leadership.
Crisis De-escalation
- Utilize active listening and motivational interviewing techniques to assess the immediate needs and concerns of callers in distress.
- Provide calming interventions to individuals experiencing emotional, behavioral, or situational crises.
- De-escalate tense situations to ensure safety and encourage cooperation during interactions.
- Evaluate callers' eligibility for City Net’s programs and external resources by gathering key information about their circumstances, such as housing status, mental health, substance use, and other critical factors.
- Coordinate with internal staff and partnering agencies.
- Offer accurate and timely referrals to community resources.
- Maintain an up-to-date database of local services and agencies to provide callers with tailored recommendations.
- Foster positive relationships with community partners to streamline referral processes and improve service outcomes.
- Serve as the primary point of contact for incoming calls, ensuring all interactions are logged and appropriately managed. `
- Accurately document all calls, assessments, referrals, and dispatch activities in the agency's data systems.
- Maintain detailed case notes and ensure confidentiality of sensitive client information.
- Generate reports on call volume, response times, and service outcomes to support program evaluation and improvement.
- Monitor and update client records to reflect changes in status or service needs promptly.
- Consistently meet all assigned productivity and outcome goals
- In all activities, comply with all contracts, funder requirements, and City Net procedures and policies
- Meet or exceed all goals and requirements established for this position
- Minimum 1 year of telephone emergency dispatch, information and referral, crisis/warmline, etc.
- Experience interacting with people affected by homelessness, substance use disorders, chronic health and mental health concerns, domestic- and intimate-partner violence, and/or human trafficking
- Excellent telephone, email, and text etiquette
- Strong interpersonal, planning, and organization skills
- Strong computer and smartphone skills (including but not limited to MS Office, Google Suite)
- Excellent professional boundaries
Organizational Overview: City Net is a 501(c)(3) non-profit community organization that is committed to breaking the cycle of homelessness in the communities we serve by connecting neighbors experiencing homelessness to transformative care and innovative housing solutions. Our objective is to reduce homelessness to functional zero in the regions we serve through collaborative supportive services, housing provision, and data-driven solutions that empower our clients to reach their personal goals.
Benefits: We believe in supporting our employees in all areas of life. That is why we offer top-tier benefits to our eligible employees, including but not limited to:
Health insurance (City Net pays 100% of the employee premium for our baseline plan)
Paid time off
Retirement plan
401(k)
401(k) matching
Dental insurance
Vision insurance
Life insurance (Employer paid group term life and voluntary life)
Referral program
Parental leave
Professional development assistance
Employee assistance program
Wellness Reimbursement Program
Company Vehicles, iPhones, Laptops, and Tablets
Career Pathing, Raises, Recognition & Rewards
Immediate Pay Earned Wage Access
Credit Union Preferred Partnership
Visit https://citynet.org/careers for further details.
Diversity, Equity, Inclusion, and Belonging: Promoting a culture of diversity, equity, inclusivity, and belonging that embraces the contributions of all team members is important to City Net and our success. Our team is composed of individuals with different strengths, experiences, and backgrounds. Note: We do not consider your name, or the names of your undergraduate and graduate schools from your resume. This process is aimed at opening all of our job opportunities to more candidates, reviewing applicants on performance assessments instead of resume proxies (e.g., where you went to school).
