Job Description

Position Title : 911 Call Diversion Specialist

Position reports to : Clinical Supervisor of 911 Diversion

Type : OVERNIGHT SHIFT: Thursday, Friday, and Saturday 12AM-8AM.,

Location: Hybrid/Seattle WA

Payrate: $31.04 + $2/hr. shift differential for after-hours

Union Representation : Represented by OPEIU Local 8

Training Schedule : Requires ability to train onsite in Seattle, moving remotely as determined during training. Candidates must demonstrate strong computer technology skills prior to hire and during training.

PROGRAM SUMMARY: Crisis Connections, in collaboration with Valley Communications Center, the Department of Health and King County Behavioral Health Recovery Division is developing an innovative team of behavioral health crisis responders and essential health & human services professionals with training in telephonic crisis intervention to support911 call centers.

This 911/988/211 Call Diversion project integrates emergency response services (911) with crisis intervention services (988) and health and human services (211). This aims to provide a more comprehensive and coordinated response to emergencies, mental health crises and essential needs support. This position will work closely with multiple teams, across multiple organizations.

We are seeking passionate individuals who are dedicated to learning, thrive in changing environments and want to make a positive impact in their community to join this important initiative. Our role is critical to ensure that individuals in crisis receive the support they need, while helping to reduce the strain on law enforcement and the criminal justice system.

POSITION SUMMARY:

The Diversion Specialist will play a key role in responding to individuals in acute crisis who contact 911. Diversion Specialists will provide crisis intervention and information & referrals to essential community resources with the goal of stabilizing the individual and reducing the likelihood of future crises.

This position has two key functions (1) providing immediate emotional support, de-escalation, and safety assessments and (2) assessing needs, performing intake screenings and providing appropriate information, referrals and advocacy as needed. Diversion Specialists are responsible for complete and accurate documentation of all calls and will receive extensive training. Those with an interest in the behavioral health system, contact center operations, data, human services and more may have opportunities to develop unique skillsets.

JOB DUTIES AND RESPONSIBILITIES:

• Responds to diverted 911 calls (possibly in future online chat, and SMS texts) to provide emotional support, risk assessment, crisis intervention and health & human services supporting a consistent and non-judgmental manner.
• Uses effective communication skills to assist in behavioral health and suicide risk assessment and de-escalation of 911 contacts.
• Completes referral intakes for 911 contacts to appropriate crisis response and health & human services system partners for higher level of intervention as needed.
• Exhibits patience and responds to difficult contacts with sensitivity.
• Alerts Clinician immediately to content involving possible danger to identified client or to other people (including suicide, homicide, child/elderly abuse, and other violent threats or ideation).
• Makes every effort to resolve contacts in the least restrictive environment and without law enforcement involvement whenever possible.
• Completes accurate and detailed documentation for all contacts.
• Adheres to strict confidentiality policy.
• Completes other tasks/duties as assigned.

QUALIFICATIONS AND EXPERIENCE NEEDED:

• Previous contact center experience required.
• B.A. in social sciences or human services.
• Excellent verbal, written, and communication skills.
• Evidence of computer technical proficiency and ability to work effectively in a fast-paced virtual environment.
• Skilled in in operating in web-based computer environments & navigating multiple platforms concurrently.
• Understanding of database and resource navigation concurrently.
• Knowledge of mental health services & essential health & human services landscape.
• Excellent call-handling skills, including the ability to respond to callers with patience, objectivity, and non-judgmental attitude.
• Demonstrated ability to problem solve.
• Evidence of ability to work effectively with a multi-disciplinary team of clinical staff andhealth & human services professionals.
• Proven track record demonstrating excellent attendance habits.
• Experience working in a remote environment preferred.

Requirements

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.

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.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage including a 100% employer paid option for certain plans and coverage tiers.
• 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.

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 an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirement:

• Smart phone with ability to download the Microsoft 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.

Internet & Work Environment Requirements:

• High Speed Internet access, including wired ethernet connection
• A quiet and confidential designated working area

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.

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