Crisis Line and Dispatch Specialist

Description

Position Title: Crisis Line & Dispatch Specialist  

Program/Location: Central Coast Hotline and Mobile Crisis Team/ San Luis Obispo  

Position Summary:

The Crisis Line & Dispatch Specialist provides 24/7 telephone and text-based crisis support, triage, de-escalation, resource linkage, and dispatch coordination for callers and referring partners throughout San Luis Obispo County. Specialists are cross-trained to perform both Central Coast Hotline and Behavioral Health Crisis Dispatch Center functions, including assessing response needs, reviewing SmartCare EHR system and other designated dispatch tools to identify existing services, determine the appropriate response pathway, and coordinate dispatch to the appropriate team, dispatching Crisis Response Teams, coordinating psychiatric placement and transportation, and completing required documentation. This position uses a trauma-informed, client-centered approach and maintains clear communication among callers, field teams, hospitals, law enforcement, behavioral health programs, transportation providers, and other community partners. The staff will uphold and promote the philosophy of TMHA in all duties performed.

Hours/ Salary Employee Perks:

Full-time, non-exempt position. 40 hours per week. Anticipated hiring range is $26.00-$27.00. Includes a generous individual benefits package that includes health, dental, vision, life, 403b retirement (with up to a 5% employer match) paid vacation/holiday time, paid sick time and a variety of helpful employee perks as well. (*Full Salary Schedule $26.00-$29.00 per hour). 

Employee Perks:

A few of our helpful employee benefits include membership discounts to various local fitness centers. We offer years of service gift cards to businesses of your choice. We offer gift cards for walking, biking, or carpooling to work as well as 20% discount for shopping at our Growing Grounds Downtown Store/Nursey/ Farm. We host two employee appreciation events for employees and their families yearly. We practice Trauma Informed Care Principles, Guidelines for Collaborative Conversations, and encourage the use of pronouns. We mindfully promote equality, respect and diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the fascinating characteristics that make us different! TMHA is also a pet friendly workplace (upon approval)!

Organization Description:

Transitions – Mental Health Association is a leading non-profit agency committed to providing comprehensive mental health services and support to individuals and families by inspiring hope, growth, recovery and wellness in our communities.  TMHA has decades of experience with teams of compassionate staff. TMHA is a driving force in improving mental health and wellness in our communities and a supportive and inclusive work environment that values diversity and individual contributions

Mission Statement:

Transitions Mental Health Association is a nonprofit organization dedicated to eliminating stigma and promoting recovery and wellness for people with mental illness through work, housing, community and family support services.  

Responsibilities and Duties:

1. Complete required Central Coast Hotline, crisis dispatch, and program-specific training, including Medi-Cal Crisis Training and Technical Assistance Center (M-TAC) training. Attend required training and meetings as assigned by Program Manager.

2. Answer crisis calls and texts from the public and referring partners, including Behavioral Health, hospitals, law enforcement, schools, TMHA programs, and other community providers. Provide emotional support, active listening, de-escalation, crisis assessment/triage, problem-solving, and resource referrals using a trauma-informed and person-centered approach.

3. Determine the appropriate response based on program protocols and available information. Review SmartCare and other approved systems to identify existing services and coordinate or dispatch the appropriate Full-Service Partnership, Mobile Crisis Team, youth crisis service, or other authorized response team.

4. Maintain awareness of field team schedules, availability, and response status. Use approved dispatch systems and communication tools to support timely deployment, communicate delays or safety concerns, and coordinate simultaneous or pending requests.

5. Receive and process psychiatric placement referrals and packets. Coordinate involuntary psychiatric placement and authorized voluntary placement in accordance with County procedures, including contacting appropriate LPS-designated facilities, transmitting required information, following up on placement status, and communicating updates to referring and receiving facilities.

6. Coordinate non-emergency transportation for individuals accepted to psychiatric facilities and for authorized County Drug and Alcohol Services and Public Guardian requests, following the County Transportation Guide and approved procedures. Contact transportation vendors, confirm arrangements, and communicate pickup, drop-off, and ETA information to involved parties.

7. Maintain current operational tracking tools, including the 5150/5585/placement/transportation tracker and other approved logs, so pending calls, placements, transportation requests, and dispositions can be readily understood by the team.

8. Complete accurate and timely documentation of hotline contacts, crisis dispatch activities, screening information, placements, transportation, outcomes, and dispositions in approved systems, including SmartCare and call center/dispatch databases, in accordance with County and TMHA requirements.

9. Obtain and document outcomes and dispositions from field teams and referring partners, complete appropriate handoffs, and communicate unresolved or time-sensitive items to the next shift and supervisor.

10. Assist with routine operations of the Hotline and Dispatch Center, including resource updates, call center procedures, quality-improvement activities, and other administrative or operational tasks assigned by the Program Manager.

11. Communicate constructively and in a timely manner to supervisor, teammates and partner agencies. Seek consultation when needed and remain receptive to supervision and feedback.

12. Promote, encourage and maintain trauma-informed practices in all services and activities. Practice and promote, both individually and in team meetings, TMHA’s Guidelines for Collaborative Communication in order to facilitate clear, empathetic and person-centered communication.

13. Meet with and communicate with the Program Manager or Program Coordinator regarding assignments.

14. Help create an atmosphere on the phone that is comfortable for callers. Be available to answer questions and assist callers in a professional manner and tone. Provide feedback regarding callers to the Program Manager.

15. Complete required start-of-shift and end-of-shift procedures and participate in team meetings to receive training, operational updates, and current resource information.

16. Assume other duties and responsibilities as assigned by the Program Manager.

Job Environment:

1. The Hotline and Crisis Dispatch Center operates 24 hours a day, seven days a week. Work schedules may include day, evening, awake overnight, weekend, and holiday shifts based on program needs.

2. Involves moderate risks that require safety precautions and the risk of exposure to potentially intense situations.

3. Work requires frequent use of telephone, text, email, fax/eFax, cloud-based systems, electronic health records, dispatch software, and databases for communication, documentation, and resource coordination.

4. Remote work may be possible based on program needs, operational requirements, and supervisor approval.

5. Moderate to substantial physical activity. May include moving or lifting up to 50 lbs.

Supplemental Information:

This Job Description is a guideline reflecting the primary activities associated with this position; it is not intended to be an all-encompassing list of responsibilities, skills, efforts, or working conditions. TMHA retains the right to assign other related duties; change or modify this job description at any time. 

Requirements

Minimum Requirements:

1. Must be available to work assigned shifts in a 24/7 program, which may include days, evenings, awake overnights, weekends, and holidays. Staff must be available for required meetings, training, and in-person activities as determined by program needs and supervisor direction.

2. Must successfully complete required Hotline, crisis dispatch, M-TAC, and program-specific training and demonstrate competency in applicable workflows and documentation.

3. Must be comfortable using computers and able to learn and work across multiple systems, including EHR, call center, dispatch, email, fax/eFax, and tracking tools while managing concurrent tasks.

4. Ability to accurately document time-sensitive information and maintain confidentiality in accordance with applicable privacy requirements and program procedures.

5. Strong interpersonal skills, collaborative work style and strong oral, written, and communication skills.

6. Well defined organizational and time management skills.

7. Ability to work independently and flexibly

8. Ability to handle intense situations, display good judgment and decision-making skills, and remain calm and clearheaded under pressure.

9. Ability to effectively prioritize multiple urgent requests while maintaining effective team communication.

10. Able to work effectively with a variety of people and personality types regardless of age, ethnicity, race, religion, sexual orientation, gender identity/expression or socio-economic level

11. Ability to possess and maintain good physical and mental health.

12. Ability to work well within a team and maintain a professional, respectful attitude in the workplace.

13. Ability to be willing to work with supervisor oversight and direction.

14. Ability to seek consultation when appropriate and respond constructively to feedback.

15. Attendance is an essential function of this job that requires face-to-face interaction with clients and/or other employees.

16. Ability to mindfully promote equality and respect diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all of the other fascinating characteristics that make us different.

17. Demonstrate the ability to successfully deliver culturally responsive services

18. Knowledge of the various dimensions of diversity, including mental health, gender, race and ethnicity.

19. Must use reasonable precaution in the performance of one’s duties and adhere to all applicable safety rules and practices while acting in such a manner as to assure at all times, maximum safety to one’s self, fellow employees, clients, and other persons contacted through TMHA business

20. Must have a strong commitment to each person’s right, ability, and choice to live in a safe environment, develop a meaningful role in the community, and have access to competent and continuous supports and services.

21. Spanish bilingual preferred.

22. Experience assisting individuals in a mental health crisis preferred.

23. Training in suicide prevention/intervention preferred.

24. Demonstrated ability to quickly develop rapport preferred.

25. Conditions of employment include:

• Must be at least 18 years of age; possess a valid CA Driver’s License, at least 2 years driving experience and DMV driving record that meets TMHA’s current vehicle insurance requirements. May be required to utilize reliable personal vehicle and auto insurance.

• Must comply with a TB assessment (possibly a TB test if needed to confirm a negative tuberculosis result) and receipt of a criminal record clearance through fingerprinting.

• Must be able to successfully complete First Aid and CPR training.

Physical Demands:

1. Seeing

2. Hearing

3. Speaking

4. Stooping/Bending

5. Moving around office

6. Moving between offices/clients

7. Driving

8. Climbing

9. Lifting/carrying heavy items

10. Computer use

11. Pushing/pulling/dragging items

12. Standing for long periods

13. Working outside

14. Using hands/fingers