Job Details

Description

SUMMARY:

The Call Center Triage Specialist provides coordination and linkages between callers and various community stakeholders in Virginia and Tennessee. As a 988 Call Center, staff are responsible to promote the health, safety and wellbeing of callers and community members. The goal of the call center is to prevent suicide of callers to its service, by taking necessary actions intended to secure the safety of callers determined to be attempting suicide or at risk of suicide.

EDUCATION AND EXPERIENCE:

Education: Bachelor's degree in mental health related field or applicants identifying as a peer are preferred.

Certification: Must possess or obtain highest level of certification appropriate to degree.

Experience: Experience in emergency psychiatric and crisis intervention services preferred.

Knowledge/Skills: Verbal/written communication skills.

Ability to maintain composure in difficult situations. Excellent computer and Organizational skills.

EQUIPMENT:

Computer, fax, copier and any other equipment required to perform the functions of the position.

MAJOR DUTIES AND RESPONSIBILITIES:

Active engagement with NSPL/ 988 callers, establishing sufficient rapport so as to promote the caller's cooperation in securing his/her own safety.

Using the least invasive intervention with all callers to resolve over the phone if possible. Dispatch mobile crisis services as appropriate. Secure involuntary emergency interventions as a last resort, except for in circumstances as described below;

Initiate life-saving services for attempts in progress - in accordance with guidelines that do not require the individual's consent to initiate medically necessary rescue services;

Initiate active rescue to secure the immediate safety of the individual at risk if the caller remains unwilling and/or unable to take action to prevent his/her suicide and remains at imminent risk.

Provide active engagement with persons calling on behalf of someone else ("third-party callers") towards determining the least invasive, most collaborative actions to best ensure the safety of the person at risk.

Secure regular consultation with supervisory staff, available during all hours of operations for timely consultation in determining the most appropriate intervention for any individual who may be at imminent risk of suicide.

Facilitate warm transfers to local CSB's to initiate services as needed or requested.

Enter demographic/clinical data into appropriate data base and provide needed data to appropriate mobile crisis team as needed.

Conduct follow-ups as assigned.

Responsible for coordination of requests and keeping coworkers informed of crisis situations per shift transfer.

Coordinate calls for transportation needed as requested.

Conduct pre-certs and reviews with managed care organization to secure authorization for services.

Attend and participate in regularly scheduled staff meetings and in-services and individual program planning staffing as needed.

All other duties as assigned.

Comply with all TDMHSAS and DBHDS trainings, requirements, procedures, and regulations.

PERFORMANCE RESPONSIBILITIES:

Although each position has its own unique duties and responsibilities, the following listing

applies to every employee. All employees of the organization are expected to:

Support the organization's mission, vision, and values of excellence and competence,

collaboration, innovation, commitment to our community, and accountability and ownership.

Exercise necessary cost control measures.

Maintain positive internal and external customer service relationships.

Demonstrate effective communication skills by conveying necessary information accurately, listening effectively and asking questions when clarification is needed.

Plan and organize work effectively and ensure its completion.

Demonstrate reliability by arriving to work on time and utilizing effective time management.

Meet all productivity requirements.

Demonstrate team behavior and must be willing to promote a team-oriented environment.

Represent the organization professionally at all times.

Demonstrate initiative and strive to continually improve processes and relationships.

Follow all Frontier Health rules, policies and procedures as well as applicable laws and standards.

This is to acknowledge receipt of my job description as referenced above. I understand that this description does not constitute an employment contract and is subject to change at any time at the sole and absolute discretion of Frontier Health.