About Our Job

The City and County of Denver, Denver 9-1-1 Emergency Communications is hiring for a Crisis Diversion Clinician (CDC) to assist with triaging calls to 9-1-1 for individuals who may be experiencing a behavioral health crisis. This position will provide consultation, de-escalation, and immediate telephone assistance for callers to Denver 9-1-1.

The goal of the program is to enhance and support the existing crisis response programs in the City and County of Denver by imbedding behavioral health clinicians in Denver 9-1-1.

Primary Communication Center: 12025 E 45th Ave, Denver, CO 80239

Back-up Communication Center: 950 Josephine St, Denver, CO 80206

This position supports 9-1-1 operations conducted between the hours of 8:00 am to 8:00 pm daily. Flexible scheduling options are available based on operational needs. Employees must be able to report to work during inclement weather and emergency situations.

This position is fully in-person, and remote or hybrid work arrangements are not available.

Job responsibilities include:

• Process a high volume of pending calls for service to identify those which may include mental and behavioral health, substance use, Intellectual/Developmental Disability crises, and quality of life concerns using people-centered and trauma-informed crisis intervention strategies.

• Divert appropriate behavioral and mental health related calls for service away from unnecessary in-person responses or interactions with the criminal justice system.

• Screen and evaluate individuals experiencing behavioral health crises to determine appropriate interventions and response needs.

• Provide crisis intervention, de-escalation, and support for behavioral health-related calls without immediate public safety concerns.

• Obtain and relay critical collateral information to responders while utilizing de-escalation techniques to reduce risk of harm and stabilize situations prior to the arrival of first responders on scene.

• Coordinate referrals, resource connections, and follow-up outreach with individuals impacted by crises to support continuity of care and ongoing service needs.

• Collaborate closely with crisis response teams, dispatch personnel, emergency communication technicians, and first responders to support behavioral health-informed call management.

• Maintain accurate, timely, and confidential documentation in accordance with clinical and departmental standards.

• Participate in supervision, meetings, training, and professional development while demonstrating resilience, adaptability, and effective self-care in a high-crisis environment.

• Perform additional duties and responsibilities as assigned within the scope of the position and area of expertise.

Our ideal candidate will have:           

• Experience working in crisis settings with knowledge of crisis intervention, safety planning, harm-reduction, and crisis management techniques.

• Ability to build rapport and maintain a healthy working alliance with individuals experiencing high-risk or high-need situations.

• Strong critical thinking and decision-making skills with the ability to respond effectively under stressful conditions.

• Excellent verbal communication skills, including clear speech, active listening, and hearing accuracy.

• Ability to remain calm and professional while assisting frightened, emotional, or upset callers.

• Strong customer service and interpersonal skills with the ability to effectively interact with the public, partner agencies, and team members.

• Proficient computer and data entry skills, including the ability to type while communicating with callers.

• Ability to gather, analyze, and evaluate information to make informed recommendations and decisions.

• Strong attention to detail with the ability to multitask and manage competing priorities in a fast-paced environment.

• Commitment to teamwork, collaboration, and completing work accurately and timely.

Below are the minimum requirements used to determine eligibility for this position:

• Master’s Degree in Social Work, Psychology, Marriage and Family Counseling, Counseling, or a closely related field.

• One (1) year experience of in crisis intervention, suicide and risk assessment, verbal de-escalation, and differential diagnosis working with individuals experiencing severe and persistent mental illness, substance use, and other at-risk populations or One (1) year experience in a co-response related position.

• (1) year of the appropriate type and level of experience