Case Manager/Dispatcher - MCOT

Hill Country Health & Wellness Center•Redding, CA

12d•$26 - $32•Hybrid

About The Position

The Mobile Crisis Outreach Team (MCOT) provides a prompt, professional, and compassionate response to calls for urgent assistance when a person is experiencing a psychiatric or emotional crisis or has other urgent complex care-related concerns. This includes overlapping medical, mental health, addiction issues, or severe life challenges like homelessness. The team has a profound impact through direct work with individuals in crisis and collaboration to improve the local continuum of care. The Case Manager works with a Mental Health Clinician to evaluate safety, stabilize, and assist people in stressful circumstances. This involves developing action plans for safety, recovery support, and survival needs, and directly linking individuals to appropriate services and community resources with follow-up care. The Team assists law enforcement and other emergency personnel in mental health crisis situations to provide immediate relief and prevent unnecessary emergency room visits or arrests. When there is no risk of harm, the Team responds to calls from other agencies, community organizations, and family members. The Team also promotes these services through public outreach and presentations.

Requirements

Bachelor’s degree in social work or related field is strongly preferred. May substitute relevant employment and experience for some education with expectation of furthering education.
Mental Health First Aid certificate, Suicide Prevention Training certificate, and Drug Overdose Prevention training (including Narcan administration) required within first 30 days.
CPR certificate preferred.
Must have a current and clean CA driver’s license.
Must be a safe driver with no history of DUI or reckless driving.
Excellent communication skills.
Ability to speak publicly and one-on-one in an effective and persuasive manner.
Ability to read, write, analyze, and interpret complex documents.
Effective verbal and non-verbal communication in highly stressful and sensitive situations in many locations.
Must be able to write professional records of service provided to enable evaluation of the program and services provided. This includes grammatically correct, concise, and accurate documentation in a provided spreadsheet and in electronic health records.
Basic math skills are required to monitor call frequency and volume.
Must have very high reasoning skills to rapidly collect complex information, define problems, establish facts, draw valid conclusions, and form and initiate action plans.
Must triage calls for service with scaling of risk variables.
Must assess mental status and immediate needs in limited time, determine appropriate interventions, services, and level of care, and initiate plans.
Good working knowledge of Windows operating systems, Microsoft Office Suite - Word, Excel, Outlook, and Internet browsers and related software.
Proficiency in documentation in the agency’s electronic health records.
Proficient with standard office equipment including computers, copiers, fax machines, printers, multi-line telephone systems.
Must be an experienced driver and comfortable driving a large vehicle with passengers who may be distressed or unpredictable in their behavior.

Nice To Haves

CPR certificate

Responsibilities

Provide direct case management and recovery support services to people/families in a safe, professional, and culturally competent manner.
Safely initiate contact and establish positive rapport with concerned callers and clients/potential clients.
Assess the level of response for each call, assign and coordinate mobile response using dispatch software.
When necessary, respond with additional MCOT team members to provide in-person mobile crisis services.
Conduct mental status exams, provide crisis intervention and mental health first aid, facilitate de-escalation of intense emotional states and activate capacity for problem solving and planning.
Use motivational interviewing techniques and other strategies to engage clients in appropriate services and support systems, including identifying needs, activating strengths and resources, and developing goals and action plans.
Express empathy, encouragement, emotional support, and facilitate problem solving.
Obtain emergency care as needed (e.g., medical, psychiatric, other).
Advocate for clients as needed to obtain urgent psychiatric or health care, housing, public benefits, and other community resources.
Assist clients in obtaining basic needs for survival and stability (e.g., food, clothing, shelter).
Assist clients in gaining access to outpatient mental health or addiction care, respite care, or residential treatment; advocate as needed when conservatorship procedures are appropriate.
Assist clients in obtaining and organizing medications, other necessities for stability and recovery.
Provide transportation as needed and help clients find other transportation resources.
Assist clients in finding and using opportunities and resources to support stabilization, recovery, long-term wellness, and improve quality of life.
Work creatively with other Hill Country team members to implement a “whatever it takes” approach to support stabilization, resilience, wellness, and recovery among clients.
Actively participate in team meetings, daily communication with team members and other program staff, collaborative problem solving with community partners, and advocacy in the broader community.
Be proactive and invested in fulfilling the agency's mission, vision, and program goals.
Complete timely (within 24 hours) electronic documentation of all phone and in-person interactions, assessments, interventions, and services provided.
Develop positive rapport and effective collaborative relationships with all Hill Country staff, SCHHS Adult Services staff, law enforcement and emergency service personnel, emergency room staff, social service providers, businesses, and other community agencies and individuals.
Develop and share knowledge and expertise about community resources, public benefits programs, work/volunteer opportunities, etc.
Take initiative to increase professional competence by seeking out and participating in training and educational opportunities.
Participate in short- and long-term planning and development of agency programs.
Attend weekly team meetings, quarterly all staff meetings and other meetings and in-services, as appropriate.
Complete other projects and tasks as assigned.