Crisis Line and Dispatch Specialist

Transitions Mental Health Asso•San Luis Obispo, CA

10d•$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. Specialists are cross-trained to perform Central Coast Hotline and Behavioral Health Crisis Dispatch Center functions. They assess response needs, review SmartCare and other designated tools to identify existing services and determine response pathways, coordinate dispatch to appropriate teams, arrange psychiatric placement and transportation, and complete 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 role supports the philosophy and mission of Transitions – Mental Health Association (TMHA), a nonprofit agency providing mental health services and support to individuals and families. This is a full-time, non-exempt position working 40 hours per week. The Hotline and Crisis Dispatch Center operates 24 hours a day, seven days a week; assigned schedules may include day, evening, awake overnight, weekend, and holiday shifts. The work involves moderate risks and potential exposure to intense situations, frequent use of communication and electronic systems, and moderate to substantial physical activity, including lifting or moving up to 50 pounds. Remote work may be possible with supervisor approval and based on operational needs.

Requirements

Be available for assigned shifts in a 24/7 program, potentially including days, evenings, awake overnights, weekends, and holidays, as well as required meetings, training, and in-person activities.
Successfully complete required Hotline, crisis dispatch, M-TAC, and program-specific training and demonstrate competency in relevant workflows and documentation.
Be comfortable using computers and able to learn and use multiple systems, including EHR, call center, dispatch, email, fax/eFax, and tracking tools while managing concurrent tasks.
Accurately document time-sensitive information and maintain confidentiality under applicable privacy requirements and program procedures.
Demonstrate strong interpersonal, collaborative, oral, written, and communication skills.
Have well-developed organizational and time-management skills.
Work independently and flexibly.
Handle intense situations, exercise sound judgment and decision-making, and remain calm and clearheaded under pressure.
Prioritize multiple urgent requests while maintaining effective team communication.
Work effectively with people of varied ages, backgrounds, identities, and socioeconomic levels.
Possess and maintain good physical and mental health.
Work well within a team and maintain a professional, respectful attitude.
Work with supervisor oversight and direction, seek consultation when appropriate, and respond constructively to feedback.
Meet the attendance requirements of a role requiring face-to-face interaction with clients and/or employees.
Promote equality and respect diversity, and demonstrate the ability to deliver culturally responsive services.
Understand dimensions of diversity, including mental health, gender, race, and ethnicity.
Use reasonable precautions, follow applicable safety rules and practices, and maintain safety for oneself, coworkers, clients, and others encountered through TMHA business.
Be committed to each person’s right, ability, and choice to live in a safe environment, develop a meaningful community role, and access competent, continuous supports and services.
Be at least 18 years old, hold 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; reliable personal transportation and auto insurance may be required.
Comply with a TB assessment and, if needed, testing to confirm a negative result, and obtain criminal-record clearance through fingerprinting.
Successfully complete First Aid and CPR training.
Meet the physical demands of seeing, hearing, speaking, stooping or bending, moving around and between offices or clients, driving, climbing, lifting or carrying heavy items, computer use, pushing, pulling or dragging items, standing for long periods, working outside, and using hands and fingers.

Nice To Haves

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

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 appropriate responses under program protocols, review SmartCare and other approved systems for existing services, and coordinate or dispatch authorized response teams.
Monitor field team schedules, availability, and response status; use approved dispatch and communication tools to support timely deployment and communicate delays, safety concerns, and pending or simultaneous 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 people accepted to psychiatric facilities and for authorized County Drug and Alcohol Services and Public Guardian requests; contact vendors and communicate arrangements and estimated times.
Maintain current placement, transportation, dispatch, and other approved tracking logs.
Document hotline contacts, dispatch activity, screening information, placements, transportation, outcomes, and dispositions accurately and promptly in approved systems.
Obtain and document outcomes 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, procedures, quality-improvement activities, and assigned administrative or operational tasks.
Communicate constructively and promptly with the supervisor, teammates, and partner agencies; seek consultation 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-related 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 assigned by the Program Manager.