[Hiring] 911 Call Diversion Specialist @Crisis Connections

Role 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.

• Providing immediate emotional support, de-escalation, and safety assessments.
• Assessing needs, performing intake screenings, and providing appropriate information, referrals, and advocacy as needed.
• Responsible for complete and accurate documentation of all calls.
• Receive extensive training.
• Opportunities to develop unique skillsets in behavioral health, contact center operations, data, and human services.

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).
• 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 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

• Individuals in this position should be able to sit or stand for lengthy periods of time.
• Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings.
• Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.
• This position will expose you to conversations about suicide, mental health issues, and staff responding to crisis situations.

Benefits

• Excellent medical, dental, and vision coverage.
• 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.
• Voluntary Benefits.
• Short-term and long-term disability.
• Flexible Spending Accounts (FSA).
• 403B Retirement Plan.