Job Classification: Children’s Mobile Crisis Response Team Phone Triage Staff

Working Title: Phone Triage Staff

This employee will serve as the Children’s Mobile Crisis Response Team Phone Triage Staff. This employee will be the initial point of contact for the Children’s Mobile Crisis Response Team services. The Phone Triage Staff will be responsible for providing information to callers regarding services, capturing information, and gathering necessary data to determine eligibility for mobile crisis services. The Phone Triage Staff will coordinate care with the MCT Coordinator and prioritize cases to assign to the MCT staff. Initiative and independent judgement regarding crisis intervention is required with handling the delegation of case assignments. This employee will provide direct support to the Children’s Mobile Crisis Response Team staff.

Supervised By: Children’s Mobile Crisis Team Coordinator

Division: Children’s Services

Normal Work Hours/Days: 12 hour rotating day or night shift (including holidays and weekends), as assigned

PRIMARY JOB FUNCTIONS

Responsible for answering and triaging calls that are received by the Children’s Mobile Crisis Response Team Unit

Responsible for gathering information and determining eligibility of services based on caller information

Responsible for the completion of the MCT screening form, staffing the case with the MCT Coordinator, and notification of the assigned case to the MCT staff

Responsible for management and maintenance of the staff calendar for assignments and duties

Collaboration with Jefferson County DHR regarding screening form information and eligibility

Responsible for initial information entry in to the EMR system upon completion of call

Responsible for internal communication and collaboration with the MCT staff, to include Coordinator, Teams, Therapist, and Care Coordinator

Support daily duties of MCT Coordinator, Teams, Therapist, and Care Coordinator

Assist MCT Coordinator with data collection

Assist with follow-up contact with families during shift as necessary

Flexibility to serve as a Team Member if needed

Other duties as assigned

MINIMUM QUALIFICATIONS

Bachelor’s Degree in psychology, social work, counseling or other related human services field with an emphasis on crisis intervention for children and adolescents is required.

Two years experience working with the children/adolescents with seriously emotionally/behaviorally disturbance mild mental retardation intellectually and their families in a community setting with an emphasis on crisis intervention is preferred.

Valid Alabama driver’s license and a suitable automobile to permit the required travel. Must show car insurance equal to or in excess of the State of Alabama standards for automobile insurance coverage.

KNOWLEDGE, SKILLS & ABILITIES

Knowledge of professional phone etiquette, mannerisms, and responses

Ability to multi-task in handling crisis situations

Highly organized in tasks and abilities

Knowledge of crisis intervention techniques and de-escalation skills

Knowledge of and willingness to work as a member of team

Knowledge of the special needs and behavioral characteristics of severely emotionally/behaviorally disturbed children and their families

Knowledge of child welfare services

Knowledge of and adherence to professional and ethical principles

Demonstrable communication skills - both expressive and written

Ability to utilize multiple electronic and computer-based programs, including an electronic medical record system

Knowledge of psychotropic medications to include their use and their side effects

Knowledge of community and available resources

Skilled in interpersonal relationships and dynamics

Understanding of field safety

Ability to work flexible hours due to the special needs of the children and their families