Job Description:

The Crisis Call Diversion Program/Deflection exists to deflect nonviolent behavioral health calls from 911 to a team of behavioral health providers that respond over the phone and in the community to meet the person in crisis where they are and connect to ongoing resources and support.

Schedule may include overnight hours.

Oversees day-to-day operations of the Deflection program. Creates and maintains staff work schedules, including requests for time off. Provide staffing of runs to determine appropriate intervention and level of care during the crisis. Ensure team is fully assessing each crisis, providing an appropriate level of care, and follow-up throughout the individual’s time of crisis as determined by person in crisis. Ensure continuous quality improvement of Deflection program by monitoring flow from initial call through release from case manager. Ensure team is working collaboratively with law enforcement, families, other county departments, schools, acute care services providers, and other community resources to coordinate appropriate crisis resolution and referral. Ensure team is communicating pertinent information on a timely basis to persons in crisis, MetroSafe call takers and dispatch, LMPD, SCS, and any other appropriate parties while also preserving the dignity and privacy of the person in crisis as much as possible.  Ensure team is completing and coordinating accurate, timely, and thorough documentation of all interventions transacted during the work shift.  Assist with initial and ongoing training needs of the team. Perform other duties as assigned to assist Unit Manager. Be reasonably available to respond to emergency coverage needs. Facilitate a culture of openness and collaboration to ensure all team members are providing accurate, quality, crisis assistance, including accurate documentation. Attend, participate, and be available to lead weekly team meetings. Utilize person centered and trauma informed approach to each interaction.

EDUCATION

• Bachelor’s Degree. 

• Master's degree Sociology, Social Work, Psychology, Special Education, Human Services, or a related field of study (preferred) 

EXPERIENCE

• Over four years human/social services experience with a supervisory background, and experience with program management.

• Thorough knowledge of relevant client population characteristics and related crisis response interventions.

• Excellent oral and written communication skills.

• Good interpersonal skills.

• Good public speaking abilities.

• Thorough knowledge of Deflection model and program contract deliverables. 

• Good supervisory skills.

PHYSICAL DEMANDS/REQUIREMENTS

• Position requires lifting of 20 pounds maximum, with frequent lifting and/or carrying of items weighing up to 10 pounds or requires significant periods of walking or standing.  

• Exposure to threat of bodily harm from clients or families, or unpleasant situations such as offensive language from callers.  

• Normal tasks may involve exposure to blood, bodily fluids, or tissue.  

• May involve 24-hour on-call responsibilities.   

• Ability to work a flexible schedule including evenings and weekends.

• Valid driver's license required, and met criteria to drive SCS-owned vehicles. 

• Must meet all work and background check requirements for the MetroSafe call center.

Time Type: