Crisis Call Center Clinician

DELAWARE GUIDANCE SERVICES FOR CHILDREN•Lewes, DE

10h•Onsite

About The Position

Under the supervision of the Call Center Supervisor, the Call Center Dispatcher handles calls to the crisis call center from youth and families experiencing psychological or emotional crises, including out-of-control behavior, suicidal or homicidal ideation, and family problems. The dispatcher maintains safety, obtains necessary triage information, and dispatches a clinician. The role also supports daily case management duties for each county, including case coordination, documentation, quality assurance, and data entry. The position is office-based in a call center in Lewes, Delaware. The stated schedule is Monday through Friday, 10 a.m. to 6 p.m. The posting identifies the role as eligible for a $4,000 sign-on bonus and a $1,000 retention bonus. Delaware Guidance Services (DGS) is a nonprofit provider of outpatient behavioral health services for children and families in Delaware. Its services include outpatient therapy, community-based services, school-based supports, mobile crisis response, and short-term youth crisis stabilization. DGS describes its work environment as collaborative, flexible, and client-focused, with employee wellness as a priority.

Requirements

Bachelor’s degree from an accredited school in the human resource field.

Nice To Haves

At least one year of experience in the mental health field.
Call center or emergency services experience.

Responsibilities

Maintain professional interactions with stakeholders during crisis calls.
Use empathetic and professional communication when engaging with callers.
Use critical thinking to triage calls, maintain safety, gather necessary information, and dispatch clinicians.
Maintain effective communication and teamwork.
Support the MRSS team in managing cases referred for assessments and follow-up services.
Communicate with the PBH team and provide appropriate documentation.
Conduct satisfaction surveys and other quality assurance measures in support of the MRSS program.
Maintain appropriate, high-quality documentation.
Enter appropriate documentation into the DSCYF system.
Develop and maintain programmatic needs and outcome studies.
Uphold professional treatment standards and the organization's mission, code of conduct, ethics, and professionalism.
Provide goal-directed, team-oriented services and communicate effectively and professionally with stakeholders.