Mobile Crisis Specialist

The Mobile Crisis Specialist (MCS) i s responsible for receiving, responding to, and triaging crisis and mobile crisis requests delivered via warm transfer from the Regional Crisis Call Center and 988 . The MCS s creens against the medical criteria for mobile crisis requests, ensures safety, coordinates care, and documents the interaction in a crisis data platform that creates dispatch requests.

The MSC coordinates with the Clinician and Dispatcher team on shift.

• Respond to incoming calls for mobile crisis response across all contracts within scope of employee work; completes outbound calls, to effectively coordinate care and resolve crisis situations; operate with accuracy, compassion, and efficiency.
• Screen incoming crisis requests resulting in safety and crisis resolution; effectively use the medical necessity criteria to guide crisis intervention based on acuity and risk .
• Utilize knowledge of crisis continuum alternatives to MCR when a person does not qualify, resulting in crisis or contact resolution.
• Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure, suicide intervention and prevention, the behavioral health system, mental health and diagnostics, community resources, effective communication, active listening, and contact center industry standards .
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated platform in accordance with policies, procedures, and industry or organizational standards of practice.
• Adhere to call center policy and procedures.

• Critical thinking and effective decision-making for managing high-acuity crisis requests and decision-making skills that facilitate safety and crisis resolution.
• Demonstrates clear/ concise/ logical verbal and written business communication.
• Plans effectively and adjusts effectively to new processes.
• Builds and maintains collaborative relationships.
• Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice; this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources;

• Master's degree in a human services related field  , Social Work or Counseling preferred.

• Experience with crisis intervention and contact center training is strongly preferred.
• Experience working with learners in a virtual environment.