GENERAL DESCRIPTION:
The Mobile Crisis Management Call Center is the point of access for individuals and/or their families seeking crisis response for a mental health, substance use and intellectual and/or developmental disabilities crisis. The Call Center Specialist is responsible for completing the screening, triage and referral (STR) function which aides in linking individuals to the most clinically appropriate service and/or resources. The Call Center Specialist is responsible for providing all support, services, and treatments necessary to provide integrated crisis response, crisis stabilization, interventions, and crisis prevention activities. Mobile Crisis Management will provide immediate evaluation, triage, and access to acute mental health, developmental disabilities, and/or substance abuse services, treatment, and supports to effect symptom reduction, harm reduction, and/or to safely transition persons in acute crises to appropriate crisis stabilization and detoxification supports/services. In addition, the Call Center Specialist will be responsible for immediate telephonic response to assess the crisis and determine risks, mental status, medical stability, and appropriate response. This Call Center Specialist will assure that the operations of the mobile crisis program are functioning to meet the standards set forth by the agency and the state of North Carolina. Determined by the Call Center Manager, the Call Center Specialist may possibly be responsible for scheduling clients appointments based on their clinical needs. The Call Center Specialist will also manage IFS Crisis Chat.
Must possess the following knowledge/skills: strong knowledge of available community resources; psycho-educational skills; strong individual and group counseling skills; strong assessment skills; strong community integration skills; strong family/caregivers training and consultation skills; strong mentoring skills; strong mediation skills; strong adaptive skill training in all functional domains including vocational, educational, personal care, domestic, social, communication, leisure, problem-solving, etc.; strong behavioral crisis and modeling intervention skills; strong motivational interviewing skills; competency in Wellness Education and symptom management issues, cognitive behavioral therapy interventions and cultural competence.
WORK DUTIES AND TASKS:
Clinical Work: Essential Function, 90% of time
Responsible for appropriately assessing clients who are experiencing mental health, developmental disability, and/or substance abuse crisis.
Responsible for identifying appropriate natural supports or community resources to stabilize the individual's crisis.
Responsible for ensuring the overall safety of the client, their families and the community.
Responsible for networking with other community agencies to ensure effective care across the service delivery continuum.
Maintains the client's electronic health record to ensure that appropriate Medicaid and agency standards are met.
Ensure operations of the mobile crisis management services program are functioning to meet the standards set forth by the agency and the state of North Carolina.
Answering crisis line and chats (online emotional support)
Dispatching mobile crisis workers to scene of crisis
Performing mobile crisis response as needed and available.
Providing counseling via phone
Making service and resource referrals
Responsible for facilitating monthly supervision for mobile crisis team or as needed to address crisis responses and interventions.
Other duties as assigned.
Administrative Duties: Essential Function, 8% of time
Completes all administrative requirements including service documentation in timely and efficient manner.
Adheres to all clinical policies and operating procedures.
Ensures compliance with uniform documentation and charting guidelines.
Completes performance evaluations in a complete and timely manner.
Liaison between the Call Center and Mobile Crisis Workers.
Other duties as assigned.
Professional Activities: Essential Function, 2% of time
Attends staff meetings, clinical team meetings and training/events as assigned.
Attends continuing education per licensing requirements and as relevant to job duties.
Attends a minimum of 2 hours of cultural competency continuing education per year.
Completes annual adult CPR and First Aid certification courses.
QUALIFICATIONS, EDUCATION AND EXPERIENCE REQUIREMENTS:
A graduate of a college or university with a Master's degree in a human service field and has one year of full time, post graduate degree accumulated mh/dd/sa experience with the population served, or a substance abuse professional who has one year of full time, post graduate degree accumulated supervised experience in alcoholism and drug abuse counseling; or
A graduate of a college or university with a bachelor's degree in a field other than human services and has four years of full time, post bachelor's degree accumulated mh/dd/sa experience with the population served, or a substance abuse professional who has four years of full time, post-bachelor's degree accumulated supervised experience in alcoholism and drug abuse counseling.
A minimum of one year's experience in providing crisis management services in the following setting: assertive outreach, assertive community treatment, emergency department, or other services providing 24/7 response in emergent or urgent situations AND twenty (20) hours of training in appropriate crisis intervention, strategies within the first 90 days of employment.
QUALIFICATIONS, EDUCATION AND EXPERIENCE REQUIREMENTS
A minimum of one year's experience in providing crisis intervention services in the following settings: assertive outreach, assertive community treatment, emergency department, or other services providing 24/7 response in emergent or urgent situations AND twenty (20) hours of training in appropriate crisis intervention strategies within the first 90 days of employment.
No criminal convictions of child abuse or violent crimes.
Must be able to pass a background and MVR check.
Must possess a valid driver's license.
Must be able to keep strict confidentiality and work with diverse populations
QP - (Qualified Professional)
An individual who holds a license, provisional license, certificate, registration or permit issued by the governing board regulating a human service profession, except a registered nurse who is licensed to practice in the State of North Carolina by the North Carolina Board of Nursing who also has four years of full time accumulated experience in mh/dd/sa with the population served; or
A graduate of a college or university with a Master's degree in a human service field and has one year of full time, pre- or post-graduate degree accumulated mh/dd/sa experience with the population served, or a substance abuse professional who has one year of full time, pre- or post-graduate degree accumulated supervised experience in alcoholism and drug abuse counseling; or
A graduate of a college or university with a bachelor's degree in a human service-related field and has two years of full time, pre- or post-bachelor's degree accumulated mh/dd/sa experience with the population served, or a substance abuse professional who has two years of full time, pre- or post-bachelor's degree accumulated supervised experience in alcoholism and drug abuse counseling; or
A graduate of a college or university with a bachelor's degree in a field other than human services and has four years of full time, pre- or post-bachelor's degree accumulated mh/dd/sa experience with the population served, or a substance abuse professional who has four years of full time, pre- or post-bachelor's degree accumulated supervised experience in alcoholism and drug abuse counseling.
In addition to competitive salaries and opportunities for advancement, full-time employees are offered a wide range of benefits to meet their individual needs, which includes:
Medical, Vision, Dental Insurance.
Life Insurance (Paid by Company).
PTO (Paid Time Off).
Paid Holidays.
Longevity Pay.
401K Retirement Plan.
Funeral Leave.
FMLA.
Supplemental Insurance offering through Aflac with Payroll Deduction.
Direct Deposit.
Training Opportunities.
Continuing Education Leave for Licensed Professionals (opportunity to gain free CEU's).
Free Clinical Supervision in Greenville (LCSWA/LCASA/CSAC).
