DISPATCH AND ENGAGEMENT LEAD

Apis Services Inc•Wall, PA

4h•Hybrid

About The Position

The Alternative Team is a behavioral health first responder program. The team responds to non-violent behavioral health crises in lieu of police or as a co-responder with law enforcement. Behavioral Health First Responders go out into the community in pairs to work with individuals and their natural supports to resolve the crisis. Crisis management may include connecting the individual with services in the community or transporting them to an appropriate level of care. Alternative Dispatch staff may also provide support to other first responders, such as police or EMS, when there is a mental health or substance use element to the emergency. The Dispatch and Engagement Lead provides direct oversight, coordination, and quality control for A-Team dispatch operations while also serving as a community outreach representative for the program. This dual-role position ensures adherence to dispatch protocols, maintains communication and safety oversight during active crisis responses, and supports operational continuity during high call volume or staff call-offs. The Dispatch and Engagement Lead functions as the point person for dispatch quality assurance and as the primary liaison for community engagement activities, including tabling and community events.

Requirements

Bachelor’s degree in social work, psychology, sociology, criminal justice, public administration, communications, or related field required.
Minimum of 3 years of experience in crisis services, emergency dispatch, behavioral health services, or emergency response coordination.
Valid Driver’s License required.
Background checks required.
CJIS Certification required (upon hire).
Strong understanding of crisis response systems and alternative dispatch models.
Ability to manage high-volume, time-sensitive communications.
Strong decision-making and risk assessment skills.
Knowledge of HIPAA and confidentiality requirements.
Strong interpersonal and public speaking skills.
Ability to analyze data and identify operational improvement opportunities.
Demonstrated leadership and professionalism.

Nice To Haves

Prior supervisory or lead experience preferred.
Experience working with 911 systems, law enforcement, or behavioral health crisis systems strongly preferred.

Responsibilities

Provide direct supervision and guidance to A-Team Dispatch Coordinator(s).
Ensure all dispatch procedures align with A-Team SOPs and Crisis Intervention Regulations.
Monitor adherence to KPIs.
Conduct routine audits of dispatch documentation and adherence to the call script.
Ensure accurate documentation of CAD numbers and call types (Alternative, Simultaneous, Secondary).
Maintain ongoing communication with responding BHFR teams via phone and Microsoft Teams.
Provide dispatch coverage during call-offs, vacancies, high call volume, and shift gaps.
Escalate safety concerns to Clinical Supervisors, Program Leadership, or 911 as required.
Support continuous quality improvement initiatives related to dispatch operations.
Review dispatch logs and communication records for compliance with SOPs, funder expectations, and state regulations.
Identify training needs and support onboarding of new Dispatch Coordinators.
Collaborate with leadership to analyze call trends and operational challenges.
Ensure compliance with HIPAA, CJIS, and county/funder reporting requirements.
Serve as the A-Team point of contact for community outreach and engagement.
Coordinate and attend tabling and community events.
Educate community members about the A-Team
Develop relationships with service providers and advocacy groups.
Gather community feedback and relay trends and concerns to program leadership.
Complete required documentation in accordance with RHD and funder requirements.
Participate in supervision, quality improvement meetings, and required trainings.
Maintain professionalism in all communications with 911, law enforcement, and community members.
Support emergency operations or disaster response coordination when required.
Perform other duties as assigned.