911 Call Diversion Specialist (Part-Time)

Crisis Connections•Seattle, WA

18h•Remote

About The Position

Crisis Connections, in collaboration with Valley Communications Center, the Department of Health, and King County Behavioral Health Recovery Division, is developing a team of behavioral health crisis responders and health and human services professionals to support 911 call centers through telephonic crisis intervention. The 911/988/211 Call Diversion project connects emergency response with crisis intervention and essential-needs services to provide coordinated support during emergencies and mental health crises. The 911 Call Diversion Specialist responds to people in acute crisis who contact 911. The position provides emotional support, de-escalation, safety and risk assessment, intake screening, referrals, and advocacy to help stabilize callers and reduce the likelihood of future crises. Specialists document every contact accurately, maintain confidentiality, and coordinate with clinicians and community partners when callers need a higher level of intervention. The role includes extensive training and works across teams and organizations. This is a part-time remote role scheduled Thursday through Saturday, 2:00 PM–10:30 PM Pacific Time. The pay rate is $31.97 per hour, and the position is represented by OPEIU Local 8. Candidates must demonstrate strong computer skills before hire and during training. Required technology and work arrangements include a smartphone capable of running the Microsoft MFA application, high-speed internet (wired Ethernet preferred; cellular and hotspots are not acceptable), and a quiet, confidential designated workspace. The position involves extended periods of sitting or standing, wearing a headset or earphones, using several IT and software platforms at once, and working amid moderate noise and distraction. Employees may hear conversations about suicide, mental health issues, and crisis response. Employment offers are contingent on a criminal history background check and reference check. Candidates must complete a timed computer skills assessment; accommodations are available upon request. Crisis Connections will reimburse the cost of the required Agency Affiliated Counselor credential when obtained within six months of hire.

Requirements

GED or high school diploma and four years of full-time behavioral health work experience; alternatively, a combination of education and experience may qualify: 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.
Behavioral health or substance use field experience.
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.
Excellent call-handling skills, including patience, objectivity, and a non-judgmental attitude.
Demonstrated problem-solving ability.
Ability to work effectively with a multidisciplinary team of clinical staff and health and human services professionals.
Proven track record of excellent attendance.
Strong computer skills, demonstrated before hire and during training.
Obtain an Agency Affiliated Counselor (AAC) credential through the Washington Department of Health within six months of hire.
Complete a computer skills assessment.
Have a smartphone capable of downloading the Microsoft Multi-factor Authentication application.
For remote work, have high-speed internet, with wired Ethernet preferred; cellular connections and hotspots are not accepted.
Maintain a quiet and confidential designated work area.
Successfully complete a criminal history background check and reference check.

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 texts, with emotional support, risk assessment, crisis intervention, and health and human services support in a consistent, non-judgmental manner.
Use effective communication to conduct behavioral health and suicide risk assessments and de-escalate 911 contacts.
Complete referral intakes and connect callers to appropriate crisis response and health and human services partners for higher-level intervention when needed.
Respond to difficult contacts with patience and sensitivity.
Immediately alert a clinician to possible danger to the caller or other people, including suicide, homicide, abuse, or violent threats or ideation.
Make every effort 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 tasks and duties as assigned.