DISPATCH AND ENGAGEMENT LEAD

Resources for Human Development•Wall, PA

23h•$0 - $62,000

About The Position

The Dispatch and Engagement Lead provides leadership, oversight, and quality assurance for Alternative Team dispatch operations, ensuring compliance with program protocols and crisis intervention regulations. The role monitors dispatch activities, audits documentation, tracks key performance indicators, and supports continuous quality improvement. It maintains communication with Behavioral Health First Responders during crisis responses and escalates safety concerns when needed. The position also represents the program in community outreach, including tabling events, presentations, partnership development, and public education. Additional duties include supporting staff training and onboarding, operational coverage, emergency response coordination, and collaboration with law enforcement, EMS, 911 centers, and community stakeholders. The Alternative Team is a behavioral health first responder program responding to non-violent behavioral health crises in place of police or alongside law enforcement. Its teams work with individuals and their natural supports to resolve crises, connect people with resources, and promote community safety through compassionate, recovery-oriented interventions. The position is full-time, with a flexible schedule based on operational needs; evening and weekend availability may be required, and schedules may change to maintain continuous dispatch operations and community representation.

Requirements

Bachelor's degree in Social Work, Psychology, Sociology, Criminal Justice, Public Administration, Communications, or a related field.
At least three years of experience in crisis services, emergency dispatch, behavioral health services, or emergency response coordination.
Valid driver's license.
Ability to obtain and maintain CJIS Certification.
Ability to pass all required background clearances.
Strong understanding of crisis response systems and alternative dispatch models.
Strong decision-making, risk assessment, communication, and organizational skills.
Knowledge of HIPAA and confidentiality requirements.
Ability to lift up to 50 pounds.
Ability to sit, stand, walk, travel, and participate in community outreach activities as needed.
Ability to manage high-stress emergency communications while maintaining professionalism and composure.
Ability to perform essential job functions with or without reasonable accommodation.

Nice To Haves

Prior supervisory or lead experience.
Experience working with 911 systems, law enforcement, behavioral health crisis programs, or emergency services.

Responsibilities

Provide leadership, oversight, and quality assurance for Alternative Team dispatch operations, ensuring compliance with program protocols and crisis intervention regulations.
Monitor dispatch activities, conduct documentation audits, track key performance indicators, and support continuous quality improvement initiatives.
Maintain communication with Behavioral Health First Responders during crisis responses and escalate safety concerns when necessary.
Represent the program in community outreach, including tabling events, presentations, partnership development, and public education efforts.
Support staff training and onboarding, operational coverage, emergency response coordination, and collaboration with law enforcement, EMS, 911 centers, and community stakeholders.