Reporting to the Human Services Supervisor - Mental Health & Substance Use, the Crisis Services Professional functions in a multifunctional call center providing supportive counseling, crisis service coordination and information and referral for additional or alternative ongoing services.
To be successful in the first year, a candidate should have the ability to work independently but also be able to rely on and communicate with their team and co-workers in other roles within Crisis and Mental Health. Must be open to learning, asking questions and be solution focused.
Hours: Full Time Hours which means needing to have a flexible work schedule with shifts available Monday-Sunday. This position will include some nights and weekends as well as the possibility of working some holidays. We are 24/7 crisis program.
This is a benefit eligible position which includes a comprehensive benefits package including being a part of the Wisconsin Retirement System.
The following duties are most critical for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
- Answers incoming calls from various sources for multifunctional call center, accurately assess callers' needs, provide program information, and may refer calls to crisis support professional and/or other community resources as specified in established procedures.
- Enters program specific information onto pre-programmed screens in the electronic health record; maintains phone log-book, crisis alert sheets, and related statistics.
- Attends monthly in-service training meetings.
- Complies with regulations of confidentiality of callers and other client information.
- Follows procedures set forth in Crisis Phone Policy and Procedure Manual.
- Works shifts as required to meet programmatic needs.
- Verifies insurance through use of WHIN and Forward Health.
- Maintains regular and predictable attendance, works overtime/extra hours as needed.
- Performs other duties as assigned.
Qualifications and Experience:
- Bachelor's degree in human services, psychology, social work or related field is preferred
- One to four years' social services or mental health experience preferred
- Or any combination of education and experience that provides equivalent knowledge, skills and abilities.
Additional Responsibilities:
- Operate voice and TTD service under crisis situations.
- Comprehend and interpret a variety of documents including office memos, crisis logbooks, case lists, resource databases, clinical records, court records and other manuals, etc.
- Knowledge of and ability to use software programs utilized by the department.
- Communicate and assess crisis situations effectively with crisis phone callers, police, hospitals child protection, sexual assault, AODA and other personnel, crisis staff and community agency personnel verbally and in writing.
- Ability to work independently and function as an effective team member.
- Must respect individuals and their differences, and work with all members of all socioeconomic groups.
- Ability to prepare a variety of documents including phone log and other statistics, resource book entries and phone messages.
- Maintain confidentiality and accountability.
- Knowledge of and ability to use equipment such as calculator, computer, photocopier, FAX machine and multi-line telephone, machine transcription equipment, etc.