Lead Crisis and Access Line Coordinator

WELLSPACE HEALTH•Sacramento, CA

5d•Hybrid

About The Position

The Crisis and Access Line Coordinator is responsible for answering the Crisis and Access Line calls and providing crisis intervention, triage, screening and assessment, emotional support, and connection to resources to callers. This key position dispatches mobile crisis units and provides vital coverage for critical shifts, including days, evenings, weekends, holidays, and overnights. This position has the potential to work hybrid or telecommute after 90 days of successful employment.

Requirements

Associates Degree, CADAC-1, or equivalent education and/or experience.
1 year of experience in crisis intervention, counseling, psychology, human services, or the public health field required.
Willingness to work flexible hours, including overnight shifts, holidays, weekends, and evenings, and change as needed according to coverage needs.
Communicate clearly and concisely, both verbally and in writing, and demonstrate a high level of listening skills.
Demonstrated basic proficiency in the use of technology, including multiple-line telephones, computers (PC), laptops, and Microsoft 365.
Ability to work independently with confidence and as an integral part of a team of professionals.
Must be professional, flexible, and adaptable to varying situations and coverage needs.
Ability to adhere to schedules based on crisis center needs.
Ability to consistently adhere to crisis center program policies and procedures.
Ability to abide by agency code of ethics and Crisis Center code of ethics.
Successful completion of all County required and crisis center training and crisis line counselor exam with passing score and/or final evaluation within 90 days and before being released to work alone.
Successful completion of WellSpace Health’s New Employee Orientation.
Demonstrated commitment to high-quality care for people who have been underserved and sensitivity when working with a variety of people from low-income populations with diverse educational, lifestyle, ethnic, and cultural origins, including people who have substance abuse disorders, HIV, physiological impairments, disabilities, and unhoused community members.
Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality.
Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking, and social distancing.
Assist and support the Center/Department/Program to meet standards of High Reliability.

Nice To Haves

Experience with Electronic Health Records desired.
Fluency in additional languages preferred.

Responsibilities

Provide daily support to Crisis & Access Line Coordinators, and assist with the department’s quality assurance program for interactions.
Train, monitor progress, and support Crisis & Access Line Coordinators according to required curriculum, standards, and policies.
Assist management on ongoing training needs and provide weekly training updates to staff.
Support supervisor and management team in communications with Yolo and San Joaquin county leadership, as needed.
Provide risk assessment, behavioral health triage, empathetic emotional support, youth and adult screening, assessments, crisis intervention, and safety planning to crisis and access line and 988 suicide prevention callers.
Provide care coordination for callers who are in crisis and/or in need of connecting with treatment and community-based services.
Consistently adhere to national standards, training, and practices and accurately assess individuals for suicide risk following evidence-based assessment protocols and practices; provide adequate and relevant safety/action planning for each caller.
Assess the need for and coordinate the dispatch of Mobile Crisis Units according to established procedures.
Document, collect, and enter accurate data, report, and chart records in accordance with WSH and/or county regulatory and billing policies and procedures.
Accurately complete all screenings and assessments per policy and organizational standards.
Fill open crisis line shifts on a regular basis and as needed, including evenings, weekends, holidays, and overnights to ensure adequate coverage for the 24/7 line.
Offer and provide follow-up calls to callers at risk of suicide, suicide loss survivors, and others.
Request clinical consultation as needed and follow through on Imminent Risk calls to ensure emergency contact is made with callers and confirm outcomes or re-engage callers as indicated.
Provide the supervisor with daily client updates and maintain full work load.
Perform other duties as assigned.

Benefits

Regionally competitive salary
Above-average health benefits at reduced costs
Company paid life insurance & long-term disability insurance
Additional voluntary retirement plan with company match and no vesting schedule requirement
Paid bereavement and jury duty leave
11 paid holidays per year
Paid time off
Paid sick leave
Flexible Spending Program
Company paid malpractice insurance for all providers
Professional development hours offered annually