911 Call Diversion Specialist

Crisis Connections•Seattle, WA

1d•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 an innovative team of behavioral health crisis responders and essential health & human services professionals with training in telephonic crisis intervention to support911 call centers. This 911/988/211 Call Diversion project integrates emergency response services (911) with crisis intervention services (988) and health and human services (211). This aims to provide a more comprehensive and coordinated response to emergencies, mental health crises and essential needs support. This position will work closely with multiple teams, across multiple organizations. We are seeking passionate individuals who are dedicated to learning, thrive in changing environments and want to make a positive impact in their community to join this important initiative. Our role is critical to ensure that individuals in crisis receive the support they need, while helping to reduce the strain on law enforcement and the criminal justice system. The Diversion Specialist will play a key role in responding to individuals in acute crisis who contact 911. Diversion Specialists will provide crisis intervention and information & referrals to essential community resources with the goal of stabilizing the individual and reducing the likelihood of future crises. This position has two key functions (1) providing immediate emotional support, de-escalation, and safety assessments and (2) assessing needs, performing intake screenings and providing appropriate information, referrals and advocacy as needed. Diversion Specialists are responsible for complete and accurate documentation of all calls and will receive extensive training. Those with an interest in the behavioral health system, contact center operations, data, human services and more may have opportunities to develop unique skillsets.

Requirements

Minimum of a GED/High School diploma and four (4) years of full-time behavioral health work experience.
Alternatively, a combination of education and experience will be considered (Master’s degree / Bachelor's degree + 1 year BH experience / Associate degree + 2 years BH experience). Specifications: Behavioral health or substance use fields
Experience as a behavioral health professional, crisis intervention, and contact center experience preferred.
Excellent verbal, written, and communication skills.
Evidence of computer technical proficiency and ability to work effectively in a fast-paced virtual environment.
Skilled in in operating in web-based computer environments & navigating multiple platforms concurrently.
Understanding of database and resource navigation concurrently.
Knowledge of mental health services & essential health & human services landscape.
Excellent call-handling skills, including the ability to respond to callers with patience, objectivity, and non-judgmental attitude.
Demonstrated ability to problem solve.
Evidence of ability to work effectively with a multi-disciplinary team of clinical staff and health & human services professionals.
Proven track record demonstrating excellent attendance habits.
Experience working in a remote environment preferred.
Agency Affiliated Counselor (AAC) credential through the WA Department of Health required within 6 months of hire, for which Crisis Connections will reimburse the cost.
Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.
For Remote / Hybrid positions
High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
A quiet and confidential designated working area.

Nice To Haves

Experience as a behavioral health professional, crisis intervention, and contact center experience preferred.
Experience working in a remote environment preferred.

Responsibilities

Responds to diverted 911 calls (possibly in future online chat, and SMS texts) to provide emotional support, risk assessment, crisis intervention and health & human services supporting a consistent and non-judgmental manner.
Uses effective communication skills to assist in behavioral health and suicide risk assessment and de-escalation of 911 contacts.
Completes referral intakes for 911 contacts to appropriate crisis response and health & human services system partners for higher level of intervention as needed.
Exhibits patience and responds to difficult contacts with sensitivity.
Alerts Clinician immediately to content involving possible danger to identified client or to other people (including suicide, homicide, child/elderly abuse, and other violent threats or ideation).
Makes every effort to resolve contacts in the least restrictive environment and without law enforcement involvement whenever possible.
Completes accurate and detailed documentation for all contacts.
Adheres to strict confidentiality policy.
Completes other tasks/duties as assigned.