Crisis Case Manager

Agency and Mission

First Choice Services is a 501c3 non-profit organization. First Choice Services serves multiple states with an array of programs that promote wellbeing and facilitate access to behavioral health and social services. First Choice Services is proud to be a second chance employer, offering opportunities to peers with a variety of lived experiences.

Position Overview

The 988 Crisis Case Manager follows up with callers and visitors to WV 988 (the Suicide and Crisis Lifeline) at designated intervals and by request. Crisis Case managers are able to provide a range of support from peer warmline and emotional support to full scale crisis de-escalation. The Crisis Case Manager is responsible for providing supportive services to help individuals regain or maintain a sense of safety, return to their normal level of functioning, and/or access ongoing treatment services as needed. This position is responsible for providing excellent service to those accessing the service by applying the reflective listening and motivational interviewing skills. 988 Crisis Case Managers have the special training and advanced skills to provide specialized support and warmline referral to regional supports and services throughout the state. The 988 Crisis Counselor has live experience related to behavioral health patient, and is knowledgeable, empathetic and helpful to those experiencing behavioral health challenges.

Essential Job Functions

· Provide follow-up services to consenting consumers of the WV 988 Suicide and Crisis Lifeline.

· Maintain a strong working knowledge of existing services, supports, treatment options and social services throughout the state.

· Establish positive working relationships with commonly used crisis stabilization supports such as mobile crisis responders, psychiatric hospital intake units and behavioral health crisis stabilization units throughout the state.

· Utilize best practices related to follow-up protocols, cultural sensitivity and special populations.

· Provide additional support as needed to ensure LGBTQI youth, older adults, rural residents and African American consumers have equal access to post call services and supports.

· Provide crisis intervention, suicide prevention support, brief supportive counseling, information about services and warmline referral to callers who are experiencing emotional crisis or have unmet needs.

· Help those accessing services by call, text or chat to regain a sense of safety so that they may return to an appropriate level of functioning when possible.

· Refer those reached by follow-up to ongoing treatment according to level of need, or to other FCS helplines as indicated by identified needs.

· Escalate a voluntary or involuntary 911 response when appropriate and necessary.

· Professionally document consumer demographic data and interactions within designated database/databases.

· Respect each participant’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services.

· Provide all services in an ethical manner while maintaining participant dignity.

· Participate in the designated personal and professional development program to ensure the quality of service delivered.

· Participate in the established quality assurance program.

· Obtain the necessary continuing education units related to maintain individual licensure or certifications.

· When necessary, provide for the safety and wellbeing of the participant following all applicable duty to warn and care procedures.

· Demonstrate reliable time and attendance practices.

· Adherence to all policies and procedures.

Non-Essential Job Functions

· Contribute to the overall effectiveness of the agency and the department by completing all other duties as assigned.

· All other tasks as assigned by their program director.

Requirements

· High School Diploma or GED Equivalent Required. Four-year degree in social or behavioral health services field (licensure given special consideration) preferred.

· One-year experience in crisis intervention.

· Excellent written and verbal communication skills.

· Compassion and empathy to appropriately respond to client’s needs without personal bias or judgment.

· Ability to document on data systems while interacting with those seeking help via call, text or chat.

· Emotional fortitude to contend with difficult client situations in a face paced work environment.

· Sound judgement, decision-making and self-awareness related to professional behavior and performance.

· High attention to details.

· Compassion and understanding for those challenged by mental health, addiction and/or suicidal ideation.

· Compassion and understanding for all regardless of gender, race, ethnicity, national origin, age, sexual orientation, gender identity, education, disability, marital or veteran status.

Other Skills/Abilities

· Ability to multi-task: Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.

· Communication skills: Reads, writes and speaks fluent English in order to convey information and ideas effectively. Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise and accurate records and reports.

· Organizational ability: Demonstrates a systematic approach in carrying out tasks and assignments.

· Problem solving skills: Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems.

· Client service skills: Consistently ensures that participants are provided with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering expected service elements.

· Computer skills: Comfortably and confidently uses a computer and specialized software.

· Initiative: Self-motivated and shows willingness to accomplish multiple tasks as assigned.

· Integrity: Firmly adheres to the values and ethics of First Choice Services. Exhibits honesty, discretion, and sound judgment.

· Cooperativeness: Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.

· Flexibility: Is open to changing situations and opportunities and is willing to perform all tasks assigned.

· Independence: Able and willing to perform tasks and duties without direct supervision.

· Tolerance for Stress / Resiliency: Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

· Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.

The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Working Environment

· A climate controlled, contact center environment. Constant usage of phone and computer systems.

Physical Requirements

· Extensive computer and phone-based work including long periods of sitting in a call center work environment.

· Limited physical effort required with limited exposure to physical risk.

· Ability to lift 35 pounds unassisted. Heavier weight with assistance.

· Ability to work evenings, nights, weekends, and holidays as required.

· Ability to climb 4 flights of stairs with 10-15 steps each.

EQUAL OPPORTUNITY EMPLOYER

I have read and understand the requirements of the essential functions and duties of this position.

I can perform the essential function of the position with or without reasonable accommodation.