POSITION PURPOSE AND OBJECTIVES The primary responsibility of this position is to respond appropriately to Hotline calls and provide crisis intervention for clients at ESS when needed. All job functions are performed under the supervision of the ESS team leaders. ESSENTIAL JOB FUNCTIONS Respond to routine and emergency requests for service. Triage telephone calls.
Gather the information needed to determine if an emergency assessment or other emergency assistance is required. Provide information and referral to persons with more routine requests. Provide telephone support and crisis intervention to clients who call the hotline. Perform crisis intervention for clients and their significant others at ESS.
Provide crisis intervention to clients and significant others to promote stabilization of a crisis situation. Work with families significant others, other community agencies and law enforcement officials as needed to assess and intervene with clients reported to be in crisis. Assist ESS clinicians with obtaining charts, facilitating hospitalization for clients, and other support functions. Attend meetings at the Center as required and assigned.
Complete all necessary paperwork on time and follow Center procedures and clinical standards in performing all job duties. Complete and tabulate report items (eg contaz sheets, shift reports, pre-hospital screenings). Consult with Team Leaders and other providers, as needed regarding crisis interventions on the hotline. Ensure competence and annual certification in the following areas: CPR, First Aid, and Physical Crisis Intervention.
React to change and stress productively and handle other tasks as assigned. Maintain regular and predictable attendance and punctuality. Get along with others and work as a team. Exhibit the knowledge skills, abilities, and minimum requirements listed in this Position Description.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED The employee must have a good working knowledge of community resources, mental illness, crisis intervention techniques, and psychotropic medications. The employee must have good oral and written communication skills and the ability to resolve conflicts when working with community agencies, multidisciplinary teams, and the public during hotline calls. In order to perform the essential functions of this job, after an orientation period, the employee must possess the following: a working knowledge of Nord Center Policy and Procedures, including sensitivity and adherence to clients' rights, confidentiality, and health and safety issues. This associate must exhibit sensitivity to different cultures.
WORKING CONDITIONS Work is performed in the Hotline room where crisis calls are answered. The individual should be able to speak, hear, write and read clearly. The individual will also be required to spend much of his/her time sitting, using a telephone, and working on a computer. MINIMUM REQUIREMENTS This associate must have a Bachelor's degree in mental health or a related field.
Previous experience in mental health and billingual skills in Spanish/English are preferred. Favorable references and/or evaluations are required.