Emergency Telephone Worker
About The Position
The Emergency Telephone Worker provides culturally sensitive, recovery-oriented, and trauma-sensitive direct clinical services as part of an emergency services team. The role supports people experiencing mental health emergencies through telephone screening, assessment, intervention, counseling, referrals, and follow-up. Services take into account consumers’ symptoms as well as their strengths and social and cultural resources. Other services may include outreach, treatment planning, and case management, in coordination with program staff and in a manner that respects consumers’ cultures, values, and perspectives. The position involves rotating shifts as needed, including evenings, weekends, and holidays, to support a program operating 24 hours a day, seven days a week, year-round. The worker reports directly to an assigned supervisor; overall program supervision is provided by the Director. Minimum annual service hours are TBD. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Journey Mental Health Center describes its commitment to People, Opportunities, Community, and Access (POCA), and to fostering belonging, fairness, inclusivity, and efforts to dismantle structural oppression. Staff are expected to be comfortable serving consumers with varied backgrounds and experiences, including mental health or substance use diagnoses, criminal backgrounds, multicultural and LGBTQIA+ identities, and varied levels of engagement in services. New staff must complete documented orientation training within three months: at least 40 hours for those with less than six months of prior emergency mental health services experience, or at least 20 hours for those with six months or more. Volunteers must complete at least 40 hours before working directly with clients or families. Professional staff must complete annual documented training needed to retain certification or licensure, and staff must receive at least eight hours annually of in-service training on emergency mental health services, program rules and procedures, regulatory compliance, cultural competency, and current client-rights and services issues. Candidates must pass the Background Information Disclosure process and applicable background and criminal checks.
Requirements
- Associate or bachelor's degree in a behavioral health field, such as psychology, sociology, counseling, or social work.
- Commitment to culturally sensitive and culturally humble services relevant to each colleague.
- Strong commitment to recovery principles and to facilitating consumer participation in treatment and service planning and provision.
- Knowledge of evidence-based practices for treating mental health and co-occurring disorders.
- Ability to communicate effectively orally and in writing.
- Ability to work effectively with an interdisciplinary team with a positive and creative attitude.
- Ability to work independently and remain organized and efficient.
- Superior ethics and interpersonal boundaries, supported by related professional references.
- Ability to perform the listed physical requirements, including driving, sitting, standing, light lifting, bending, reaching, and operating standard office equipment.
- Successfully pass the Background Information Disclosure process and applicable background and criminal checks.
Nice To Haves
- Experience in a related behavioral health field.
- Experience in community-based mental health and substance abuse assessment, case management, treatment planning, and crisis resolution.
- Experience using evidence-based practices in mental health and substance abuse.
- Bilingual and/or bicultural ability, particularly Spanish, Hmong, or Cambodian.
- Fluency in American Sign Language.
Responsibilities
- Conduct accurate initial assessments of mental health and alcohol and other drug use issues in a culturally sensitive, recovery-oriented, and trauma-sensitive manner.
- Provide telephone screening, assessment, intervention, counseling, referrals, and follow-up for people experiencing mental health emergencies.
- Provide clinical services with program staff, including outreach, assessment, treatment planning, referrals, and case management.
- Complete accurate clinical records in a timely manner, including intakes, assessments, treatment plans and updates, progress notes, and discharge summaries.
- Attend staff meetings, in-services, and other program activities as requested.
- Participate in JMHC committees, trainings, and activities as directed or approved.
- Work rotating shifts as needed, including evenings, weekends, and holidays, to support 24/7/365 program operations.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
