Dispatch Manager

Detroit Wayne Mental Health Authority•Detroit, MI

2d•Hybrid

About The Position

Reporting to the Director of PIHP Crisis Services and the PAR Services Administrator, the PAR Dispatch Manager provides oversight and guidance to service delivery provided by the DWIHN PAR Dispatch Coordinators and PAR Dispatch process. The PAR Dispatch Manager is responsible for day-to-day activities of the DWIHN PAR Dispatch Coordinators, ensuring all expectations are met both in process/procedure, and in reporting. The PAR Dispatch Manager is responsible for monitoring outcomes, reporting measures, capturing existing data and analyzing the data for program effectiveness, and is responsible for training new hires as well as the provider network in services provided by the PIHP Crisis Services Department PAR Dispatch team. The PAR Dispatch Manager will be responsible for assisting with creation and development of policies/procedures, maintain clear and concise reporting methods, and is responsible for assessing areas of need within the process and procedures for the PIHP Crisis Services Department PAR Dispatch team.

Requirements

Knowledge of DWIHN policies, procedures, and practices.
Knowledge of Genesys systems
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.
Customer Service skills.
Communication skills.
Active Listening skills.
Computer skills (Word, Excel, Access, Power Point, Outlook, Teams).
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

Assists in the creation and execution of training and onboarding PAR Dispatch Coordinators.
Direct Supervision of PAR Dispatch Coordinators.
Manages PAR Dispatch Module, team creation, and ensures communications in Microsoft Teams Chat for effective dispatch of PAR teams.
Conducts daily inpatient bed census, coordinates and completes inpatient bed searches, and inputs authorizations for higher levels of care.
On-Call rotation for weekends and holidays as needed.
Ensures the process and procedure is followed daily and is amenable to all issues or concerns related to the dispatch of PAR Clinicians to complete PAR assessments.
Accurately and thoroughly understands and ensures the member eligibility and County of Financial Responsibility determinations processes and procedures are followed daily.
Communicates with the PAR Dispatch Coordinators daily to support and facilitate accurate requests for services and PAR dispatches in the community.
Is available at all times during shift to address any concerns from community stakeholders and partners to aid in timely and accurate dispatch of PAR Clinicians.
Develops and analyzes current processes and procedures to engage in continuous quality improvement.
Monitors Genesys to analyze and identify areas of opportunity and improvement within current processes.
Completes regular monitoring of Genesys queue for PAR Dispatch Coordinator performance and develops reports and performance improvement plans.
Ensures all PAR Dispatch Coordinators are adhering to ADP process and procedure as well as DWIHN attendance policies.
Collaborates with the PAR Services Manager, PAR Administrator and/or Director of PIHP Crisis Services to address team disciplinary concerns.
Actively engages in ongoing communication during shifts utilizing various communication platforms to ensure communication among PAR Dispatch Coordinators during each shift.
Ensures accurate and timely warm handoffs take place between shifts.
Maintains and leverages ongoing community relationships on behalf of DWIHN and the members served.
Answers incoming telephone calls when necessary.
Provides coordination between hospital social workers and PAR screeners.
Monthly team and shift meetings as necessary.
Scheduling PAR Dispatch Coordinators.
Performs related duties as assigned.