CRISIS CALL SPECIALIST - Rockford Center/Dover Behavioral Health

Rockford Center•Newark, DE

38d

About The Position

Responsibilities Weekend Call Specialist - Rockford Center/Dover Behavioral Health Schedule: Saturday & Sunday | 7:00 AM-7:00 PM and 7:00 PM-7:00 AM Travel: Required - Up to 50% between Newark and Dover, DE locations Rockford Center and Dover Behavioral Health are seeking a reliable and compassionate Call Specialist to support our weekend operations. This role is vital in ensuring timely and professional communication with patients, families, and referral sources during critical hours. Rockford Center is a 138-bed mental health facility located in Newark, DE, providing easy access to a full complement of inpatient and partial behavioral health programs for children and adolescents, adults, and older adults. Rockford is the only child inpatient behavioral health facility in DE, offers an experienced and tenured senior management team, and serves New Castle County and northern Maryland. Website: Psychiatric and Substance Abuse Services | Rockford Center | Newark, DE Position Summary: The Weekend Call Specialist plays a vital role in supporting patient access and coordination during weekend hours. This position is responsible for answering and triaging incoming calls with empathy and precision, assisting with patient intake and referral coordination, and ensuring clear communication with both clinical and administrative teams. The specialist must uphold strict confidentiality in accordance with HIPAA standards and be available to travel between our Newark and Dover locations as needed, approximately 50% of the time.

Requirements

Bachelor's Degree in Mental Health Field or LPN License required.
Masters Degree in Mental Health Field or RN License preferred.
One (1) year of related experience, with knowledge of psychiatric patient care techniques with understanding of mental illness, preferred.
CPR certification and Completion of Handle with Care training during orientation process.

Nice To Haves

(1) year behavioral health experience preferred.
One (1) year of related experience, with knowledge of psychiatric patient care techniques with understanding of mental illness, preferred.

Responsibilities

Complete face sheet and distribute to appropriate physicians/department when necessary, complete admissions procedures, including paperwork completion/distribution and data entry.
Respond to incoming crisis calls within three rings.
Document all calls on an intake sheet including any clinical information pertinent to the arrival of the client.
Document call information into the computer system and process all incoming referrals.
Assist to obtain patient signatures on all admissions within a 24-hour time frame.
Maintain supplies required for the assessment referral center purposes.
Consistently engages and interacts with our patients and their families by using the treatment principles of Trauma Responsive Care, as demonstrated by the following: 1. A basic recognition of the characteristic symptoms resulting from exposure to trauma, 2. Having an understanding of and sensitivity to the triggers of trauma and trauma re-enactment, 3. Incorporating relevant skill sets into daily interactions with patients and families, and 4. Participates in continuing education on Trauma Responsive Care and Recovery.