Crisis Services Coordinator

Coastal Horizons Center•Wilmington, NC

3d•Onsite

About The Position

The Adult Behavioral Health Crisis Coordinator serves as the central operational point of contact for adults moving through Outpatient Services and Behavioral Health Urgent Care. This shared position coordinates patient flow from referral, arrival, and initial service routing through clinical assignment, evaluation, stabilization, referral, transfer, or discharge. The Crisis Coordinator maintains real-time awareness of individuals awaiting or receiving services, preliminary urgency levels, program capacity, assigned team members, pending activities, wait times, barriers, and anticipated dispositions. The position facilitates communication among individuals served, families, referral sources, Outpatient Services, BHUC staff, licensed clinicians, nurses, prescribers, peer-support staff, enrollment personnel, emergency departments, emergency medical services, law enforcement, and community providers. This position coordinates the workflow but does not replace the initial access screening, nursing medical screening, comprehensive crisis assessment, provider evaluation, or clinical decision-making responsibilities of appropriately credentialed team members.

Requirements

Graduation from an accredited University with a master’s degree in human services and two (2) years of progressive experience in behavioral health assessment and treatment.
Full or Associate licensure as a Psychological Associate, Licensed Clinical Mental Health Counselor, or Clinical Social Worker.

Nice To Haves

Dual licensure as a Clinical Addictions Specialist preferred.

Responsibilities

Manage and facilitate crisis intervention.
Train staff.
De-escalate.
Maintain a real-time patient-flow system reflecting referrals, arrivals, individuals waiting, assigned service line, preliminary urgency, assigned team members, current stage of service, pending actions, and anticipated disposition.
Receive handoffs from the Access and Intake departments and ensure individuals are connected promptly with the appropriate Outpatient or BHUC team.
Coordinate the sequence of services based on urgency and clinical priorities established by authorized clinical staff.
Monitor wait times, available treatment and observation capacity, staff availability, and workflow demands across both programs.
Identify delays, bottlenecks, incomplete handoffs, or competing priorities and work with the appropriate team member or program leader to resolve or escalate them.
Coordinate movement between registration, screening, nursing, clinical assessment, provider evaluation, peer support, treatment, referral, and disposition activities.
Provide timely updates to program staff regarding new arrivals, changes in urgency, capacity concerns, pending transfers, and other operational needs.
Support completion of intake assessment or evaluation to ensure timely access of care as needed.
Serve as the designated operational contact for questions concerning access, arrival coordination, patient location, workflow status, available services, referrals, and handoff needs.
Receive and coordinate communications from individuals and families, outpatient providers, hospitals, emergency departments, emergency medical services, law enforcement, mobile crisis teams, pharmacies, and community partners.
Gather relevant referral and arrival information and promptly route clinical questions or concerns to the appropriate nurse, licensed clinician, prescriber, or program leader.
Coordinate planned arrivals and direct handoffs while communicating program capabilities and current operational conditions accurately.
Maintain professional, trauma-informed, person-centered, and culturally responsive communication throughout the access and service process.
Recognize reported or observed changes that may indicate increasing behavioral urgency, medical concern, intoxication, withdrawal, agitation, suicide risk, violence risk, or other safety needs.