911 Call Diversion Specialist (Part-Time)

Crisis Connections•Seattle, WA

1d•Remote

About The Position

The 911 Call Diversion Specialist responds to individuals in acute crisis who contact 911, providing immediate emotional support, de-escalation, safety and risk assessment, and referrals to community resources. The role also assesses needs, performs intake screenings, and provides information, referrals, and advocacy to help stabilize individuals and reduce the likelihood of future crises. The project connects emergency response services (911) with crisis intervention services (988) and health and human services (211), and the Specialist works across multiple teams and organizations. The position receives extensive training and requires complete, accurate documentation of all contacts. Scheduled hours are Thursday through Saturday, 2:00 PM–10:30 PM Pacific Time. The position is remote and part-time.

Requirements

GED or high school diploma and four years of full-time behavioral health work experience; alternatively, qualifying education and experience combinations are accepted: a master's degree, a bachelor's degree plus one year of behavioral health experience, or an associate degree plus two years of behavioral health experience. Relevant fields include behavioral health or substance use.
Excellent verbal, written, and general communication skills.
Computer technical proficiency and ability to work effectively in a fast-paced virtual environment.
Ability to operate in web-based computer environments and navigate multiple platforms concurrently.
Understanding of database and resource navigation.
Knowledge of mental health services and the health and human services landscape.
Strong call-handling skills, including patience, objectivity, and a non-judgmental approach.
Demonstrated problem-solving ability.
Ability to work effectively with a multidisciplinary team of clinical staff and health and human services professionals.
Proven record of excellent attendance.
Agency Affiliated Counselor (AAC) credential through the Washington State Department of Health within six months of hire; Crisis Connections will reimburse the cost.
Ability to sit or stand for lengthy periods and wear a headset or earphones while taking calls and attending meetings.
Ability to manage multiple IT and software platforms and function in an environment with moderate noise and distraction.
For remote work: high-speed internet, with a wired Ethernet connection preferred and cellular or hotspot connections not accepted; a quiet and confidential designated work area.
A smartphone capable of downloading the Microsoft Multi-factor Authentication application.
Successful completion of a background check, including a Criminal History Report and reference check, is required for employment.
Completion of a timed, approximately 15-minute basic computer skills assessment using the candidate's personal computer; accommodations and an office testing option are available upon request.

Nice To Haves

Experience as a behavioral health professional.
Crisis intervention experience.
Contact center experience.
Experience working in a remote environment.

Responsibilities

Respond to diverted 911 calls, and potentially future online chats and SMS messages, with emotional support, risk assessment, crisis intervention, and health and human services information.
Use effective communication to support behavioral health and suicide risk assessments and de-escalate 911 contacts.
Complete referral intakes and connect callers with appropriate crisis response and health and human services partners for higher levels of intervention when needed.
Respond to difficult contacts with patience and sensitivity.
Immediately alert a clinician to content involving possible danger to the identified client or others, including suicide, homicide, abuse, or violent threats or ideation.
Seek to resolve contacts in the least restrictive environment and without law enforcement involvement whenever possible.
Complete accurate and detailed documentation for all contacts.
Adhere to strict confidentiality policies.
Complete other assigned tasks and duties.