911 Call Diversion Specialist – Part-Time

This is a fully remote position, open to applicants in Washington.

📋 Description

• Address diverted 911 calls, and potentially future online chats and SMS messages, offering emotional support, risk evaluation, crisis intervention, and health and human services.

• Provide assistance with behavioral health assessments and suicide risk evaluations, while de-escalating 911 interactions.

• Conduct referral intakes for 911 contacts and connect them with suitable crisis response and health and human services partners.

• Handle challenging contacts with empathy and sensitivity.

• Promptly notify the Clinician of any potential threats to the client or others, including risks of suicide, homicide, abuse, and violent ideation or threats.

• Aim to resolve contacts in the least restrictive environment and avoid law enforcement involvement whenever feasible.

• Maintain accurate and detailed documentation for all interactions.

• Comply with stringent confidentiality policies.

• Perform other assigned tasks and responsibilities.

• Collaborate closely with various teams and organizations involved in the 911/988/211 Call Diversion project.

⛳️ Requirements

• A minimum of a GED/High School diploma along with four (4) years of full-time experience in behavioral health.

• Alternatively, a combination of education and experience will be acceptable: Master’s degree / Bachelor's degree plus 1 year of BH experience / Associate degree plus 2 years of BH experience.

• Background in behavioral health or substance use fields.

• Preferred experience as a behavioral health professional, in crisis intervention, and within contact centers.

• Strong verbal, written, and communication skills.

• Demonstrated proficiency with computer technology and the ability to thrive in a fast-paced virtual setting.

• Competent in navigating web-based computer environments and managing multiple platforms simultaneously.

• Familiarity with database and resource navigation.

• In-depth knowledge of mental health services and the broader health & human services landscape.

• Exceptional call-handling abilities, including the capacity to engage with callers patiently, objectively, and without judgment.

• Proven problem-solving skills.

• Track record of effectively collaborating with a multi-disciplinary team of clinical staff and health & human services professionals.

• Documented history of excellent attendance.

• Experience in a remote work environment is preferred.

• Agency Affiliated Counselor (AAC) credential through the WA Department of Health is required within 6 months of hire.

• Successful completion of a background check, including a Criminal History Report and Reference Check.

• Successful completion of a timed basic Computer Skills assessment.

• A smartphone capable of downloading the Microsoft Multi-factor Authentication (MFA) application.

• High-speed internet with a wired ethernet connection; no cellular or hotspot connections are permitted.

• A quiet and confidential designated workspace.

• Capability to sit or stand for extended periods.

• Ability to wear a headset or earphones while taking calls and participating in meetings.

• Capacity to manage multiple IT/software platforms concurrently in a moderately noisy and distracting environment.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Annual salary increases.

• Generous Paid Time Off.

• 12 Paid Holidays.

• Discount on ORCA transit pass.

• Complimentary parking.

• Flexible work schedules.

• Opportunities for professional growth.

• Access to self-care tools.

• Weekly check-ins with your supervisor.

• Optional benefits.

• Short-term and long-term disability coverage.

• Flexible Spending Accounts (FSA).

• 403B Retirement Plan.

• Crisis Connections will reimburse the cost for obtaining the Agency Affiliated Counselor (AAC) credential.

• Reasonable accommodations for the computer assessment are available upon request.