TRIAGE SPECIALIST - Full time
PRIMARY PURPOSE OF THE JOB
Triage Specialists answer calls and electronic messaging for crisis lines, a suicide prevention hotline in Colorado, RMCP program-specific lines, and RMCP LiveConnect customers. Triage Specialists rapidly evaluate complex behavioral health situations then develop, recommend, and support clinically appropriate telephonic crisis interventions to be implemented with individual clients, their families, and a wide variety of community helpers, including law enforcement and EMS personnel.
- Receive incoming calls and electronic messages from clients, families, law enforcement, and other community helpers.
- Assess situations and behaviors as presented.
- Triage calls as appropriate to Master’s Level Clinicians.
- When required, provide suicide and homicide risk assessments telephonically and through electronic messaging.
- When required, counsel, negotiate, mediate, and intervene with clients to defuse crisis intensity and prevent self-harm or harm to others.
- Determine and recommend appropriate interventions and deliver clinical crisis interventions.
- Provide information and referrals to available community programs, as may be indicated.
- Initiate follow-up communication to check on client welfare and encourage service linkage.
- Maintain accurate and current clinical records; maintain their security.
- Maintain systems for measuring necessary aspects of operational management and evaluation.
- Support the recovery and strengths of our clients, their families, community helpers, and other RMCP staff members.
- Support a positive and effective working environment, representing the organization in a positive way internally and externally.
- Participate in individual/group supervisions and attend internal trainings.
LEVEL OF ACCOUNTABILITY, DECISION-MAKING AND JUDGMENT
All Triage Specialists are required to exercise some degree of independent judgment within the bounds of professional ethics, organizational policies and procedures, and community standards of care. Triage Specialists are accountable to the Crisis Line Supervisor(s) and the Clinical Director. It is critical that employees demonstrate a strong ability to quickly learn operational and clinical protocols, be proactive in maintaining such knowledge, and perform in a highly independent manner in performing tasks that are required of them.
QUALIFICATIONS: TRAINING, LICENSURE, AND EXPERIENCE
Metro Crisis Services is strongly committed to maintaining a diverse multicultural staff and encourages applications from all qualified candidates, including applicants who may self-identify as having experienced symptoms of mental illness or substance abuse.
- Bachelor’s degree or equivalent non-U.S. degree (psychology or related field preferred)
- 1-2 years of experience in a customer service role or call center environment
- Demonstrated skills and/or knowledge of clinical assessment, crisis intervention techniques, and/or treatment planning
- Combination of skills and education may be considered in lieu of experience
- Ability to efficiently learn, maintain and demonstrate mastery of clinical and operational protocols.
- Ability to exercise excellent independent clinical judgment with minimal direct supervision.
- Excellent oral and written communication skills and familiarity with computer use.
- Knowledge of substance abuse, mental health, and recovery issues and principles.
- Knowledge of issues pertinent to survivors of violence and abuse.
- Eagerness for professional and personal growth opportunities.
- Flexible schedule, availability to work holidays
Preferred candidates will possess one or more of these attributes:
- Knowledge and experience of mental illness or substance use disorders and recovery, either personally, through a family member or close friend, or by extensive work in helping to care for others.
- Knowledge of and experience in the mental health and substance abuse treatment systems of the Denver area.
- Credentials as a CAC or LAC.
- Post-master's degree experience in providing emergency mental health services.
- Bilingual skills.
- Fluency in ASL; knowledge of the Denver-area deaf community.
These positions require the ability to engage in phone conversations and internal meetings. Incumbents must be able to sit for extended periods and have the ability to move about the office by walking or with adaptive equipment. Fine motor skills are required to operate computers, telephones, and other standard office equipment.
Incumbents must have the cognitive ability to correctly interpret speech and written materials in English, use simple arithmetic, create and use keywords to conduct successful web-based searches.
Metro Crisis Services is committed to providing an accessible workplace. Reasonable accommodations will be provided upon request.
ADVERSE WORKING CONDITIONS
Work is conducted in a secure office setting. Crisis intervention work may produce stress. Training, professional supervision, and support is provided to help mitigate these effects.
The Call Center operates 24 hours a day, seven days a week. Metro Crisis Services will make reasonable efforts to provide staff members with a stable, predictable individual work schedule in accord with individual preferences. All MCS staff will be required to work outside of daytime business hours, on occasion, including weekends, overnights, and holidays. Flexible and overnight schedules are desirable.
Finalists for these positions may be required to provide date of birth, Social Security and Driver's License numbers prior to employment for the purpose of background and criminal record checks. Any offers of employment are contingent on successful background and record checks.
WE ARE COMMITTED TO PRINCIPLES OF EQUAL EMPLOYMENT OPPORTUNITY
Metro Crisis Services is committed to the principles of equal employment opportunity for all employees and applicants for employment. Advancement opportunities and employment decisions will be made without regard to race, religion, sex, color, citizenship status, sexual orientation, age, disability, marital status, national origin, veteran status or any other characteristic protected under federal, state, or local laws. MCS is committed to making employment decisions based on valid job-related requirements.
This is an hourly position with a starting hourly base rate of $15.00 to $17.00. A shift differential may apply to off hour shifts.
APPLY ONLINE ONLY
To be considered for this position, click here.
Please do not phone or send application materials by U.S. Mail.