IS 24-Hour Specialist

Oak Tree Support Services•Woodbury, MN

About The Position

The 24-hour Emergency Assistance Service provides on-call counseling, problem solving, and immediate response to people living independently who need support because of a self-identified emergency. The number of people served by a team and the hours worked each week vary according to the individualized needs of the people receiving services. Team members share responsibility for carrying the 24-hour phone in shifts lasting approximately 7–14 days. During a phone shift, all calls are expected to be answered and all position responsibilities carried out. The position includes responding to calls and texts, visiting people at home during emergencies, coordinating with crisis and emergency services when needed, communicating with clients’ teams, conducting periodic in-person assessments, documenting contacts, and completing required training. The role works independently and may involve a high-paced and stressful environment. There are no supervisory responsibilities.

Requirements

Excellent verbal and written communication skills.
Strong analytical and problem-solving skills.
Ability to prioritize tasks.
Ability to function well in a high-paced and sometimes stressful environment.
Proficiency with Microsoft Office Suite.
Ability to learn new software as needed.
Compassion and empathy toward people in crisis.
Ability to work independently.
Ability to pass a background check; employees must be approved to work by the Minnesota Department of Human Services’ Background Check Unit. The background check is completed after a conditional offer of employment.
Valid driver’s license.
High school diploma or equivalent.
At least 1 year of experience working with people who have disabilities, mental illness, and/or chemical dependency.

Nice To Haves

Three years of experience in the social services field.

Responsibilities

Provide an immediate response to people who call or text the 24-hour phone line.
Follow a predetermined schedule for sharing call-answering responsibilities with team members.
Visit a person’s home in emergent situations.
Call 911 or county crisis lines when a person needs immediate medical intervention or mental health crisis assistance.
Comply with training requirements in individualized service plans.
Communicate with other 24-hour emergency assistance team members when transferring phone responsibilities to support seamless services.
Provide timely updates to a person’s team members, including case managers, guardians, and extended team members, about positive developments and concerns as needed.
Participate in monthly team meetings.
Conduct periodic in-person assessments of clients, including an annual visit for each client.
Complete accurate and timely documentation in information collection platforms when contact occurs.
Participate in and complete training assigned by the Independence Services Director, including annual training on trauma and crisis response.
Communicate resources and referrals to people receiving the service as needed.