Crisis Intervention Specialist; GY

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