PRN Triage Counselor

Mental Health Cooperative•Nashville, TN

About The Position

The Triage Counselor answers incoming calls to the Crisis Department, determines the nature of each call and the response needed, and routes callers to the appropriate team. The role provides telephone counseling to consumers, families, and other concerned people during psychiatric emergencies; assesses whether a Crisis Counselor should respond in person; and triages cases with Crisis Counselors to set priorities for calls requiring face-to-face care. The counselor also assists callers on the Statewide Line, connects clients with community resources, supports community agencies, and makes follow-up calls to consumers seen in crisis as required by Title 33. The position maintains accurate and confidential records, enters information into computer and crisis management systems, and completes clinical documentation within required timeframes. It involves working independently to make critical decisions and collaboratively with crisis teammates and agency-wide teams. The counselor is expected to provide professional, empathetic customer service, attend required meetings and training, help train new staff as appropriate, comply with agency policies and applicable privacy, safety, and compliance requirements, and perform other assigned duties. The role is with Mental Health Cooperative, a provider serving individuals with serious mental illness and poverty, including children and adolescents with severe emotional disorders across Middle and East Tennessee.

Requirements

Mental health professional with specialized training in crisis intervention.
Minimum of a bachelor's degree in a related field such as counseling, psychology, or social work.
One year of mental health experience.
Valid Tennessee Driver’s License.
Acceptable Motor Vehicle Report (MVR).
Acceptable criminal background investigation.
Personal automobile insurance.
Ability to work independently, make critical decisions, and collaborate as part of a team.
Ability to initiate, develop, and maintain effective working relationships with consumers, families, law enforcement, and referral sources.
Conflict resolution and negotiation skills to defuse difficult situations.
Ability to evaluate risk factors during triage assessments and explain and document assessments and plans of action thoroughly and accurately.
Knowledge of community resources and ability to use that knowledge to assist callers.
Ability to use C-SSRS and suicide-specific assessment methods.
Ability to determine appropriate triage disposition with clinically based rationale and coordinate care professionally.
Ability to establish therapeutic relationships through effective and appropriate communication.
Ability to demonstrate evidence-informed practices related to substance use disorders and clinical care of children and youth.
Ability to use Therapeutic Options de-escalation appropriately and demonstrate proper hand hygiene and infection prevention.
Physical ability to occasionally stand, walk, sit, handle or feel objects, tools, or controls, reach, talk, and hear; occasionally lift or move up to 15 pounds; and meet the stated vision requirements.

Responsibilities

Answer incoming Crisis Department calls, determine the nature of each call and the response needed, and route callers to the appropriate team.
Provide telephone counseling to consumers, families, and other concerned people regarding psychiatric emergencies.
Assess whether a Crisis Counselor response to the scene is needed.
Consult with Crisis Counselors to triage cases and determine priorities for calls requiring face-to-face encounters.
Assist callers on the Statewide Line and ensure they are routed to the appropriate team.
Link clients to appropriate community resources and assist community agencies with information or disposition.
Provide follow-up calls to consumers seen in crisis as set forth in Title 33.
Maintain accurate records and comply with confidentiality requirements.
Enter information into computer systems and complete clinical and Crisis Management System documentation within required timeframes.
Assist with walk-in cases in the Crisis Department by gathering information and providing assistance.
Maintain appropriate customer service and professional, empathetic communication with consumers and referral sources.
Maintain timely availability for calls through appropriate logging in and logging out.
Participate in consultations, staff meetings, mandatory in-services, continuing education, and annual health requirements.
Assist teammates as needed and help train new staff as appropriate.
Follow agency policies and procedures and comply with corporate compliance, HIPAA, OSHA, safety, and infection-prevention requirements.
Report unethical activities and unsafe practices or accidents through the designated channels.
Participate in team efforts to achieve departmental and company goals, provide leadership through example and sharing knowledge, and perform other duties as assigned.