911 Call Diversion Clinician

Overview

Position Title: 911 Call Diversion Clinician Schedule: Thursday - Saturday; After-hours shift, 12 am - 8 am Pay rate: $37.97 + $4/hr. after-hours shift differential Location: Remote Union Representation: Represented by OPEIU 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 support 911 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. Position Summary The 911 Crisis Diversion Clinician is a qualified Mental Health Professional who is trained to provide risk assessment oversight, clinical decision making and support 911 Crisis Diversion Specialists through consultation and coaching during live calls. Diversion Clinicians take lead in developing crisis intervention plans and coordinate with Diversion Specialists information & referrals to essential community resources with the goal of stabilizing the individual and reducing the likelihood of future crises. This selected candidate must bring clinical expertise in the areas of crisis intervention, de-escalation, and mental health. Responsibilities include monitoring the delivery of services via phone and in the future chat/text. The 911 Crisis Diversion Clinician will ensure that callers receive appropriate emotional support, and referrals to the appropriate level of care. Qualifications and Experience

• Master’s degree in psychology/counseling or social work or related field required.
• Mental Health Professional as defined by WAC 246-341-0200.
• Independent or associate licensure in counseling, or social work preferred.
• Experience working with individuals in crisis required.
• Excellent verbal, written, and typing skills required.
• Ability to work effectively with a multi-disciplinary clinical staff in a fast-paced environment required.
• Experience working within a call center preferred.
• Experience working with law enforcement, 911 operators, and 1st responders highly preferred.
• Telephone assessment or helpline experience preferred.
• Prefer experience in King County Public Mental Health System

Responsibilities

• Responsible for the direct oversight of 911 Crisis Diversion Specialists and general oversight and direction of other staff during scheduled shifts, including coaching of Diversion Specialists.
• Support Diversion Specialists in assessing risk of harm, mental illness and ensure best clinical intervention practices and community resources are implemented.
• Ensure completion of appropriate screening and linkage to Next Day Appointments, crisis outreach and response systems, mobile crisis teams, and other outreach services for callers.
• Provide ongoing feedback to staff and ensure adherence to policies and procedures.
• Assist in identification of callers known to the agency and with existing case plans as appropriate.
• Document all calls accurately using the assigned electronic health record and maintain fidelity to 988/air standards for information and referral.
• Ensure services are compassionate, respectful, professional, and recovery-oriented.
• Promote a collaborative and professional team environment.

Key Performance Indicators

• 988 Suicide and Crisis Lifeline performance
• Call Abandonment rate 5% or less
• Call Answer Rate within 30 seconds
• All staff share responsibility to meet contract metrics

Training and Professional Development

• Support 911 Crisis Diversion Supervisor in providing training and job shadowing to new staff with clinical best practices and 988/211 guidelines
• Maintain licensure and stay updated on professional trends
• Maintain a minimum of 12 hours of training per FTE on approved topics

Working Habits and Requirements

• Arrive on time and maintain regular attendance; support coverage of shifts when needed
• In emergencies, remain on shift if other coverage is not viable
• Follow personnel policies and maintain clear, concise, accurate written and verbal communication
• Demonstrate respectful collaboration and constructive feedback with coworkers and clients
• Participate in internal staff meetings and comply with policies

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 should be able to sit or stand for lengthy periods and wear a headset. Must manage several IT/software platforms and operate in an environment with moderate noise and distraction.

• This position will expose you to conversations about suicide, mental health issues and crisis responses.

Benefits and Employment Details

• Excellent medical, dental, and vision coverage with employer-paid options
• 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

Equal Employment Opportunity Crisis Connections is an equal opportunity employer. We are 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. Reasonable accommodations may be made to enable qualified individuals to perform essential functions. Crisis Connections is an equal opportunity employer. We value employees whose skills and background reflect the diverse populations we serve. #J-18808-Ljbffr Experience: 3 years required Apply To This Job