Part-Time - Crisis Line and Dispatch Specialist

Transitions Mental Health Asso•San Luis Obispo, CA

3d•$26 - $29

About The Position

The Crisis Line and Dispatch Specialist provides 24/7 telephone and text-based crisis support, triage, de-escalation, resource linkage, and dispatch coordination for callers and referring partners throughout San Luis Obispo County. The specialist is cross-trained to perform Central Coast Hotline and Behavioral Health Crisis Dispatch Center functions, including assessing response needs, reviewing SmartCare EHR and other dispatch tools to identify existing services, determining the appropriate response pathway, and coordinating dispatch to the appropriate team. Duties also include dispatching Crisis Response Teams, coordinating psychiatric placement and transportation, and completing required documentation. The position uses a trauma-informed, client-centered approach and maintains clear communication among callers, field teams, hospitals, law enforcement, behavioral health programs, transportation providers, and other community partners. The employee is expected to uphold and promote TMHA’s philosophy in all duties performed. This is a part-time, non-exempt position scheduled for 28 hours per week. The hotline and dispatch center operates 24 hours a day, seven days a week; assigned shifts may include days, evenings, awake overnights, weekends, and holidays. Remote work may be possible with supervisor approval and based on operational needs.

Requirements

Must be available for assigned shifts in a 24/7 program, which may include days, evenings, awake overnights, weekends, and holidays, and for required meetings, training, and in-person activities.
Must successfully complete required Hotline, crisis dispatch, M-TAC, and program-specific training and demonstrate competency in applicable workflows and documentation.
Comfort using computers and ability to learn and work across multiple systems, including EHR, call center, dispatch, email, fax/eFax, and tracking tools while managing concurrent tasks.
Ability to accurately document time-sensitive information and maintain confidentiality under applicable privacy requirements and program procedures.
Strong interpersonal skills, collaborative work style, and strong oral, written, and communication skills.
Well-defined organizational and time-management skills.
Ability to work independently and flexibly.
Ability to handle intense situations, exercise good judgment and decision-making, and remain calm and clearheaded under pressure.
Ability to prioritize multiple urgent requests while maintaining effective team communication.
Ability to work effectively with people of varied ages, backgrounds, identities, and socioeconomic levels.
Ability to possess and maintain good physical and mental health.
Ability to work well within a team and maintain a professional, respectful workplace attitude.
Willingness to work with supervisor oversight and direction; ability to seek consultation and respond constructively to feedback.
Attendance is an essential function requiring face-to-face interaction with clients and/or employees.
Ability to promote equality and respect diversity, and to deliver culturally responsive services.
Knowledge of dimensions of diversity, including mental health, gender, race, and ethnicity.
Must use reasonable precautions and follow applicable safety rules to promote safety for self, coworkers, clients, and others contacted through TMHA business.
Strong commitment to each person’s right, ability, and choice to live in a safe environment, develop a meaningful community role, and access competent and continuous supports and services.
Must be at least 18 years old, possess a valid California Driver’s License, have at least two years of driving experience, and have a DMV record meeting TMHA’s current vehicle insurance requirements. May be required to use a reliable personal vehicle and auto insurance.
Must comply with a TB assessment (and possibly a TB test to confirm a negative result) and obtain criminal record clearance through fingerprinting.
Must successfully complete First Aid and CPR training.
Physical demands include seeing, hearing, speaking, stooping or bending, moving around and between offices or clients, driving, climbing, lifting or carrying heavy items, computer use, pushing/pulling/dragging items, standing for long periods, working outside, and using hands/fingers.

Nice To Haves

Spanish bilingual ability preferred.
Experience assisting individuals in a mental health crisis preferred.
Training in suicide prevention/intervention preferred.
Demonstrated ability to quickly develop rapport preferred.

Responsibilities

Complete required Central Coast Hotline, crisis dispatch, Medi-Cal Crisis Training and Technical Assistance Center (M-TAC), and program-specific training; attend assigned training and meetings.
Answer crisis calls and texts from the public and referring partners, providing emotional support, active listening, de-escalation, crisis assessment and triage, problem-solving, and resource referrals using a trauma-informed, person-centered approach.
Determine the appropriate response under program protocols; review SmartCare and other approved systems to identify existing services and coordinate or dispatch the appropriate authorized response team.
Track field team schedules, availability, and response status; use approved dispatch and communication tools to support timely deployment, communicate delays or safety concerns, and coordinate simultaneous or pending requests.
Receive and process psychiatric placement referrals and packets; coordinate involuntary and authorized voluntary placements under County procedures, contact designated facilities, transmit information, follow up, and communicate updates.
Coordinate non-emergency transportation for individuals accepted to psychiatric facilities and authorized County Drug and Alcohol Services and Public Guardian requests; contact vendors, confirm arrangements, and communicate pickup, drop-off, and ETA information.
Maintain operational tracking tools and logs for calls, placements, transportation requests, and dispositions.
Complete accurate and timely documentation of hotline contacts, dispatch activities, screening information, placements, transportation, outcomes, and dispositions in approved systems, including SmartCare and call center or dispatch databases.
Obtain and document outcomes and dispositions from field teams and referring partners, complete handoffs, and communicate unresolved or time-sensitive matters to the next shift and supervisor.
Assist with Hotline and Dispatch Center operations, including resource updates, call center procedures, quality-improvement activities, and other assigned administrative or operational tasks.
Communicate constructively and promptly with the supervisor, teammates, and partner agencies; seek consultation when needed and respond to supervision and feedback.
Promote trauma-informed practices and TMHA’s Guidelines for Collaborative Communication in services and team interactions.
Meet and communicate with the Program Manager or Program Coordinator regarding assignments.
Create a comfortable atmosphere for callers, answer questions professionally, and provide caller feedback to the Program Manager.
Complete start-of-shift and end-of-shift procedures and participate in team meetings for training, operational updates, and resource information.
Perform other duties and responsibilities as assigned by the Program Manager.

Benefits

Anticipated hiring range of $26.00–$27.00 per hour; full salary schedule is $26.00–$29.00 per hour.
Generous individual benefits package, including critical illness and accident benefits.
403(b) retirement plan with up to a 5% employer match.
Paid sick time.
Membership discounts at local fitness centers.
Years-of-service gift cards to businesses of the employee’s choice.
Gift cards for walking, biking, or carpooling to work.
20% discount at the Growing Grounds Downtown Store, Nursery, and Farm.
Two annual employee appreciation events for employees and their families.
Pet-friendly workplace upon approval.