Crisis Services Coordinator

Coastal Horizons Center•Wilmington, NC

5d•Onsite

About The Position

The Adult Behavioral Health Crisis Services Coordinator is the central operational point of contact for adults moving through Outpatient Services and Behavioral Health Urgent Care (BHUC). The position manages and facilitates crisis intervention, coordinates patient flow from referral and arrival through service routing, clinical assignment, evaluation, stabilization, referral, transfer, or discharge, and maintains real-time awareness of individuals awaiting or receiving services, preliminary urgency levels, program capacity, assigned staff, pending activities, wait times, barriers, and anticipated dispositions. The coordinator facilitates communication among individuals served, families, referral sources, Outpatient Services, BHUC staff, licensed clinicians, nurses, prescribers, peer-support staff, enrollment personnel, emergency departments, emergency medical services, law enforcement, and community providers. The role coordinates workflow but does not replace access screening, nursing medical screening, comprehensive crisis assessment, provider evaluation, or clinical decision-making by appropriately credentialed team members. The schedule is full time, either Sunday through Thursday, 10:00 a.m. to 6:30 p.m., or Sunday through Wednesday, 9:00 a.m. to 7:00 p.m. The position is located in Wilmington, North Carolina. Compensation is competitive and based on experience.

Requirements

Graduation from an accredited university with a master’s degree in human services.
Two years of progressive experience in behavioral health assessment and treatment.
Full or Associate licensure as a Psychological Associate, Licensed Clinical Mental Health Counselor, or Clinical Social Worker.

Nice To Haves

Dual licensure as a Clinical Addictions Specialist is preferred.

Responsibilities

Maintain a real-time patient-flow system tracking referrals, arrivals, waiting individuals, service line, preliminary urgency, assigned team members, service stage, pending actions, and anticipated disposition.
Receive handoffs from Access and Intake and connect individuals promptly with the appropriate Outpatient or BHUC team.
Coordinate service sequencing according to urgency and clinical priorities established by authorized clinical staff.
Monitor wait times, treatment and observation capacity, staff availability, and workflow demands across both programs.
Identify delays, bottlenecks, incomplete handoffs, and competing priorities; work with the appropriate team member or program leader to resolve or escalate them.
Coordinate movement among registration, screening, nursing, clinical assessment, provider evaluation, peer support, treatment, referral, and disposition activities.
Provide program staff with timely updates about arrivals, changes in urgency, capacity concerns, pending transfers, and operational needs.
Support completion of intake assessment or evaluation as needed to promote timely access to care.
Serve as the designated operational contact for questions about access, arrival coordination, patient location, workflow status, available services, referrals, and handoffs.
Receive and coordinate communications from individuals and families, outpatient providers, hospitals, emergency departments, emergency medical services, law enforcement, mobile crisis teams, pharmacies, and community partners.
Gather relevant referral and arrival information and route clinical questions or concerns to the appropriate nurse, licensed clinician, prescriber, or program leader.
Coordinate planned arrivals and direct handoffs while accurately communicating program capabilities and current operational conditions.
Communicate professionally in a trauma-informed, person-centered, and culturally responsive manner throughout access and service.
Recognize reported or observed changes that may indicate increasing behavioral urgency, medical concern, intoxication, withdrawal, agitation, suicide risk, violence risk, or other safety needs.
Train staff and de-escalate.