Mobile Crisis Specialist

SUMMARY STATEMENT OF POSITION:

The Mobile Crisis Specialist (MCS) is responsible for receiving, responding to, and triaging crisis and mobile crisis requests delivered via warm transfer from the Regional Crisis Call Center and 988. The MCS screens against the medical criteria for mobile crisis requests, ensures safety, coordinates care, and documents the interaction in a crisis data platform that creates dispatch requests. The MSC coordinates with the Clinician and Dispatcher team on shift.

PRIMARY DUTIES:

• Respond to incoming calls for mobile crisis response across all contracts within scope of employee work; completes outbound calls, to effectively coordinate care and resolve crisis situations; operate with accuracy, compassion, and efficiency.
• Demonstrate effective engagement skills.
• Screen incoming crisis requests resulting in safety and crisis resolution; effectively use the medical necessity criteria to guide crisis intervention based on acuity and risk.
• Utilize knowledge of crisis continuum alternatives to MCR when a person does not qualify, resulting in crisis or contact resolution.
• Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure, suicide intervention and prevention, the behavioral health system, mental health and diagnostics, community resources, effective communication, active listening, and contact center industry standards.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated platform in accordance with policies, procedures, and industry or organizational standards of practice.
• Adhere to call center policy and procedures.

ESSENTIAL COMPENTENCIES:

• Critical thinking and effective decision-making for managing high-acuity crisis requests and decision-making skills that facilitate safety and crisis resolution.
• Demonstrates clear/concise/logical verbal and written business communication.
• Plans effectively and adjusts effectively to new processes.
• Builds and maintains collaborative relationships.
• Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice; this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources.

QUALIFICATIONS:

Education

• Master's degree in a human services related field id required, Social Work or Counseling preferred.

Experience

• Behavioral health professionals preferred
• Experience with crisis intervention and contact center training is strongly preferred.
• Experience working with learners in a virtual environment.