Crisis Intervention Specialist - Seattle - Crisis Clinic

Description

Job Type
Full-time
Description
Title: Crisis Intervention Specialist (GY shift)
Type: Full-Time & Part-time Openings After-hours/Graveyard shifts.
Payrate: $27.06/hr +$2.00/hr shift differential for Graveyard
Location: In person role, at Seattle Call Center
Union Representation: Represented by OPEIU
POSITION SUMMARY: The Crisis Intervention Specialist (CIS) provides assistance to the trained Phone Workers and Call Screeners on the Regional Crisis Line. The CIS assists Phone workers in assessing, developing, and implementing, and resolving emergent and non-emergent calls. Crisis Intervention Specialists will work collaboratively with Screeners to assess the most appropriate resource for callers to be directed to when needed. The CIS provides feedback on adherence to our clinical model and debriefing and emotional support for volunteers following calls that are emotional or difficult.
The CIS takes phone calls from crisis and professional lines as instructed by the Crisis Services Clinician. The CIS completes Case Reviews and accurately and timely reviews log-sheets and screening guides. The CIS participates in program meetings and attends training and in-services.
KNOWLEDGE AND ABILITIES:

• Proven track record of cultivating and nurturing productive professional relationships across diverse stakeholders, fostering collaboration, and achieving organizational objectives.
• Demonstrated capability in collaborating seamlessly within interdisciplinary teams comprising clinical personnel and volunteers, leveraging collective expertise to deliver high-quality outcomes.
• Established proficiency in thriving within demanding work environments, exhibiting resilience and adaptability to effectively manage and mitigate stressors while maintaining focus on delivering exceptional results.

REQUIRED SKILLS AND QUALIFICATIONS:

• Minimum of a GED/High School diploma and four (4) years of full-time behavioral health work experience.
• Alternatively, a combination of education and experience will be considered (Master's degree / Bachelor's degree + 1 year BH experience / Associate degree + 2 years BH experience). Specifications: Behavioral health or substance use fields
• Experience as a behavioral health professional, crisis intervention, and contact center experience preferred.
• Exhibit a comprehensive understanding of the public mental health system, including its policies, resources, and procedures, enabling effective navigation and collaboration within the broader mental health community.
• Agency Affiliated Counselor (AAC) credential through the WA Department of Health required within 6 months of hire, for which Crisis Connections will reimburse the cost.

JOB DUTIES AND RESPONSIBILITIES:
A. Phone Room Support
1. Follows guidance of Crisis Services Clinician regarding priorities in phone room, taking calls, supporting phone workers, and adding needed support as outlined by CSC and supervisors.
2. Facilitates Support for Trained Phone Workers (PWs):
a. Guides Phone Workers and Screeners in assessing both emergent and non-emergent calls.
b. Supports Phone Workers in devising and executing appropriate interventions for both emergent and non-emergent call based on our clinical model.
c. Aids Phone Workers in resolving issues arising from emergent and non-emergent calls.
3. Ensures adequate monitoring of both emergent and non-emergent calls.
4. Offers Effective Feedback and Debriefing Sessions Following Calls to Phone Workers as needed.
5. Conducts Training on Call Handling Skills, Policies, and Procedures.
6. Contributes to the Evaluation of Phone Workers by Providing Input to the Crisis Services Clinician as requested.
7. Assists Phone Workers in Following Phone Worker Requirements.
B. Service Delivery

• Monitors call queue and responds promptly to meet service and contractual metrics.
• Demonstrates comprehensive understanding of Mental Health Systems across various counties, including their respective procedures.
• Displays proficiency in accessing Crisis Connections resources, including:
• Effective utilization of Electronic Health Record System, Carelogic, and County communication systems such as OpenBeds and ECLS Phone Message Log for coordination with DCRs and Mobile Teams.
• Competent use of ECLS/PMLS while providing information in ECLS to Hospitals, Crisis Units, First Responders.
• Utilization of non-computerized information.
• Exhibits familiarity with phone room protocol and procedures, including:
• Maintaining accurate clinical logs in adherence to trauma-informed guidelines to ensure nonjudgmental language.
• Timely and accurate linkage to DCRs, Mobile Crisis Teams, or Afterhours Agencies.
• Provides thorough consultation to both professionals and non-professionals.
• Maintains a high standard of professionalism in interactions with PWs, consumers, and professionals.
• Conducts accurate and timely QA checks of Call logs during logging.
• Makes effective use of Clinical Supervision.
• Actively participates in PW training and fulfills other non-phone room responsibilities as assigned.

C. Patient Placement Coordination

• Verify bed availability in the WA Trac database and the County's registry of patients awaiting placement in appropriate psychiatric treatment beds.
• Establish and maintain communication channels with designated hospitals that have suitable beds for patient placement.
• Utilize established criteria outlined in the Patient Placement Guidelines decision tree to match patients with available psychiatric beds.
• Inform hospitals with available beds of potential patients, facilitating the assessment process.
• Notify hospitals where patients are awaiting placement once a hospital with bed availability has been informed.
• Record placement outcomes, including completed placements or reasons for unaccepted referrals, in the County database.
• Exhibit exceptional professional service skills when interacting with all involved parties.

D. Professional Development

• Actively participates in the Performance Excellence Program (PEP) to establish and pursue professional growth goals in the capacity of a CIS.
• Regularly attend training offered by Crisis Connections to enhance professional development and expertise in the field of Mental Health.
• Engages in community committees and book clubs facilitated by the DEIB (Diversity, Equity, Inclusion, and Belonging) department to contribute to a culture of diversity and inclusion.
• Completes ASIST training for suicide prevention, ensuring readiness to provide support and intervention when necessary.

E. Quantity and Quality of Work/Work Habits

• Consistently arrives on time for scheduled shifts and demonstrates reliability by adhering to assigned work hours.
• Adheres to organizational personnel policies and procedures, ensuring compliance with established guidelines and protocols.
• Communicates clearly and effectively, both in written and verbal forms, ensuring messages are concise, accurate, and comprehensive.
• Cultivates genuine relationships by fostering cooperation, addressing conflicts openly and honestly, and embracing constructive feedback. Demonstrates respect for colleagues, volunteers, and clients/customers.
• Appropriately engages with supervision, seeking guidance and support when needed to enhance job performance and effectiveness.
• Actively contributes to fostering a positive work environment through collaborative decision-making, fostering team cohesion, and providing encouragement to colleagues and volunteers to achieve excellence.
• Demonstrates proactive problem-solving skills by identifying issues and offering constructive solutions to address challenges within the work environment. [Text Wrapping Break]

Requirements
Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length and timed. HR will provide a link to complete the test after screening qualified candidates.
This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as accommodation. Additional accommodations for the assessment are provided upon request.
Technology Requirements:
Smart phone with ability to download and use Multi-factor Authentication (MFA) application.
For Remote / Hybrid positions

• High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.

• A quiet and confidential designated working area.
Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

• This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.
Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.
We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage

• Annual wage increases

• Generous Paid Time Off & 12 Paid Holidays

• Discount on ORCA transit pass

• Free Parking & Flexible Schedules

• Growth opportunities

• Self-care tools & weekly check ins with your supervisor
Voluntary Benefits

• Short-term and long-term disability

• Flexible Spending Accounts (FSA)

• 403B Retirement Plan
Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.
DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.
EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.
Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.
Salary Description