Call center representative serp_jobs.h1.location_city

The Crisis Call Diversion Program is an integral part of our behavioral health collaborative at the City's 911 Waco Police Dispatch. The program’s mission is to divert police by connecting individuals who call 911 in behavioral health crisis to appropriate community-based resources. The Extended Mobile Crisis Outreach Team (EMCOT) clinicians are embedded on the floor of the 911 Call Center and play a key role in the implementation of this mission. Primary responsibilities include behavioral health crisis screening in community, assessment, de-escalation, follow-up telephone calls, and provision of referrals.”

EXAMPLES OF WORK PERFORMED :

• Responding in the field for crisis assessments as part of the EMCOT field response team.
• Receive direct transfer of calls from individuals seeking behavioral health assistance via 911 or telehealth;
• Provide de-escalation services to individuals calling 911 in distress while police are en route;
• Intercept calls eligible for behavioral health screening that are pending police response with goal of cancelling police response;
• Determine need for behavioral health service intervention through assessment of demographic, social, and clinical information;
• Determine the level of risk of harm to self or others;
• Determine urgency of response based on caller presenting risk factors including, but not limited to, identification of acute psychosis, possible suicidal behavior or thoughts, thoughts to harm others;
• Initiate referral to appropriate response based on identification of urgency, including emergency response where extreme and high urgency is identified;
• Give caller clear and concise information about the services available and options for further assessment or treatment including to call back should the situation escalate;
• Ensure that the consumer has a clear understanding of the triage process and subsequent follow up actions;
• Provide follow-up telephone contact for identified persons;
• Use technology such as Waco Police Department Computer Aided Dispatch (CAD), HOTBHN electronic health record, and Doxy.me for Telehealth.

KNOWLEDGE. SKILLS, AND ABILITIES

Education

Hours : Mon-Fri  3PM-11PM

Salary : $52,000-$65,000 DOE and Credentials

Position : 795

Heart of Texas Region Behavioral Health Network strives to offer competitive compensation and a comprehensive benefits package that includes :

Benefits :

Employer paid Health Insurance, no copays, no deductibles, 0 cost most prescriptions

Employer paid Dental Insurance

Employer paid Life Insurance

Employer Paid Short Term Disability

Employer Paid Employee Assistance Program

Payroll Direct Deposit

12 paid Holidays per year

Excellent 401-K Retirement Plan (Center will contribute 12% of employee earnings)

Generous Paid Time Off (PTO) - begins after 3 months of full time employment

Department : 911 Call Center

This is a full time position