911 Call Diversion Specialist

Description

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.

• →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.

• 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.
• 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 and health & human services professionals.
• Proven track record demonstrating excellent attendance habits.
• Experience working in a remote environment preferred.
• 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.

Requirements

• Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.

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

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.

All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

• High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
• A quiet and confidential designated working area.

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.

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.