Behavioral Health Crisis Clinician-Co-located (Full-Time, Morrisville, North Carolina Based)

The Behavioral Health Crisis Clinician-Co-located is primarily responsible for conducting telephonic screening, triage and referral functions for individuals with urgent or emergent needs within a partnering agency’s facility. The Clinician ensures that individuals calling with service needs are safely linked in a timely fashion with available services and/or community resources. This position will work within the partnering agency’s facility using their technology to ensure coordinated care for the callers. As a Call Center employee working at a partner agency, this position may also be required to function remotely as a Call Center crisis clinician in times of inclement weather or as part of the agency’s Business Continuity Plan.

This position is an annually provisional appointment. After the initial training period, which is remote, the position is located at the partner agency. Additionally, the employee may also be required to come into the Alliance office as needed for meetings and trainings. We are currently seeking to fill three positions, each with one of the following work schedules:

• Mon-Fri 7A-3P
• Mon-Fri 12P-8P
• Mon-Fri 9:30A-5:30P

Responsibilities & Duties

Conduct Initial Screenings, Assessments, and Reviews, and Make Referrals

• Receive calls from community members who are identified as having urgent or emergent behavioral health needs.  Callers may be actively psychotic, actively suicidal, actively homicidal, intoxicated, in active withdrawal and/or experiencing a medical emergency
• Make clinical triage decisions based on often limited information obtained during telephonic screening
• Maintain safety of all callers, which may include mobilizing community first responders, (EMS, CIT officers, police, mobile crisis teams)
• Identify and report safety threats when working with callers with active homicidal ideation, according to policy
• Assess the need for EMS over the caller’s objections, according to policy
• Report to Child Protective Services and Adult Protective Services, when warranted
• Review caller history, when available, in the client management system to help determine most appropriate referral options
• Refer callers to appropriate community resources based on information gathered
• Engage in follow-up activities to ensure consumers were seen for scheduled assessments and crisis follow-up appointments
• Engage interpreter services when needed and adjust communication accordingly
• Maintain calm, helpful, clinically appropriate demeanor and decision-making for all callers, regardless of presentation

Work Independently at the Partner Agency

• Answer calls using approved scripts 
• Document work in the appropriate platform, as instructed
• Continue work efforts without interruption while managing technological disruptions and outages
• Simultaneously operate and navigate a multi-function phone system with multiple software programs while managing caller needs; serially operate and navigate multiple software programs in course of all duties
• Work independently to prioritize tasks and maintain idle status in call queue during high call volume and/or low staffing periods
• Maintain a positive working relationship with staff and supervisors at partner site – report concerns to appropriate resources

Provide Support, Consultation, & Leadership

• Interact with community emergency services orally while receiving information orally and in writing 
• Assist callers with addressing obstacles to accessing care and identify available resources
• Provide consultation and support to non-licensed Call Center staff
• Thoroughly train incoming staff to job duties and provide additional training to staff throughout clinical operations in the functions of the call center

Compliance & Reporting

• Complete all required internal and external trainings
• Read, integrate, and adapt procedural tasks in a rapidly changing, paperless work environment
• Recognize and report quality concerns to supervisor 
• Maintain basic office skills such as navigating software, searching relational databases, and entering data accurately and efficiently 
• Maintain a HIPAA compliant environment within partnering agency’s facility and at remote workstations
• Position requires flexible availability and the ability to work in inclement weather conditions

Minimum Requirements

Education & Experience

Required:

Master’s degree in Human Services field and minimum of three (3) years post degree experience in a community, business or governmental program that delivers mental health support services (e.g.,