Dispatch Coordinator

Detroit Wayne Mental Health Authority•Detroit, MI

About The Position

Under the general supervision of the Mobile Crisis Director or the Director of Crisis Services, the Dispatch Coordinator provides the connection via telephone between the individual or entities needing behavioral health services and the appropriate services needed. This position performs call center/dispatch duties for the Mobile Crisis Unit, PAR screeners and other related dispatch and call center functions.

Requirements

Knowledge of DWIHN policies, procedures, and practices.
Knowledge of the DWIHN provider network and community resources.
Knowledge of the Michigan Mental Health Code.
Knowledge of behavioral health and mental health principles and practices.
Knowledge of the Michigan Medicaid Provider Manual.
Knowledge of MWHIN.
Knowledge of compliance standards.
Knowledge of call screening techniques and phone etiquette.
Knowledge of policies and procedures for receiving and processing emergency calls.
Knowledge of customer service principles and practices.
Knowledge of crisis training and experience in de-escalation, i.e., suicide prevention, development of crisis plans, trauma informed care, etc.
Knowledge of emergency and general dispatch procedures and practices.
Knowledge of medical and insurance terminology
Assessment skills.
Evaluation skills.
Decision Making skills.
Interpersonal skills [https://zety.com/blog/interpersonal-skills].
Customer Service skills [https://zety.com/blog/customer-service-skills].
Communication skills.
Active Listening skills.
Computer skills (Word, Excel, Access, Power Point, Outlook, Teams).
Teamwork Skills [https://zety.com/blog/teamwork-skills].
Ability to communicate orally.
Ability to communicate in writing.
Ability to work effectively with others.
Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population.
Judgement/Reasoning ability.
A High School diploma, GED, or its equivalent.
Two (2) years of full-time paid professional experience working in a human service, social service, mental health or behavioral health setting.
Two (2) years of full-time paid professional experience performing customer service, dispatch, emergency/crisis response, peer support or related experience.
A valid State of Michigan Driver’s License with a safe and acceptable driving record.

Responsibilities

Acts as the primary liaison between the crisis representative and the mobile crisis team.
Receives complete and accurate information from crisis representatives and relays information to the mobile crisis team.
Utilizes the MHWIN dispatch system to deploy the mobile crisis team.
Responds to crisis calls and referrals for mobile crisis deployment.
Utilizes de-escalation techniques and crisis interventions for callers in crisis.
Completes a triage to provide an initial assessment of the individual’s needs.
Assesses callers when there may be a potential for suicide using the Columbia Suicide Severity Rating Scale.
Manages a high call volume while performing other required duties.
Documents each encounter concurrently while in-call.
Utilizes knowledge of community resources.
Provides coordination between hospital social workers and PAR screeners.
Completes Requests for Service (RFS) ensuring that Pre-Admission Review (PAR) screeners complete assessments to determine if an inpatient setting is the appropriate level of care for the individual.
Enters requests for services (RFS) from referring hospitals and relays the information to dispatch the PAR Screeners.
Enters client information into DWIHN’s Electronic Health Record (EHR), the MHWIN system and relays information to the PAR Screeners.
Utilizes MHWIN dispatch system to deploy PAR Screeners.
Utilizes DWIHN’s phone system.
Completes data entry for enrollments.
Generates member IDs for new individuals entering the DWIHN system.
Verifies Medicaid in the CHAMPS system.
Completes triage to provide initial assessment of the individual’s need.
Participates in agency and system staff meetings.
Performs related duties as assigned.