911 Diversion Specialist Sat - Wed 11pm - 7am - Contact Community Services : Job Details

Initial training for this position is expected to take 3 to 4 months. Training will occur Monday-Friday 11am-7pm on-site at Contacts main office and the Onondaga County E-911 center. The Diversion Specialist plays a pivotal role in Onondaga Countys Person in Crisis (PIC) Navigation Program. This position provides immediate mental health support and crisis intervention to individuals in distress who contact Onondaga County 911. This role is crucial in ensuring that individuals experiencing mental health or substance use crises receive appropriate care and support. This position may be scheduled as either a 911 crisis counselor or a PIC coordinator at the Onondaga County E-911 Center.Duties and Responsibilities911 Crisis CounselorRespond to 911 calls involving mental health and substance use crises, providing telephonic support with compassion and in accordance with the organizations training and scopeConduct initial assessments to determine the mental health and substance use needs of individuals in crisisDevelop and implement crisis intervention plans tailored to the individuals needs, including telephonic de-escalation, referrals to community resources, or connection to community safety net programsRefer calls needing a high level of care to appropriate emergency responders, including police, fire, EMS, and human service dispatch team and collaborate with E-911 staff and emergency responders to ensure coordinated careOffer follow-up support and referrals to appropriate mental health and substance use services and resourcesPIC CoordinatorReceive and prioritize requests for human service dispatch from 911 crisis counselor, law enforcement, and other emergency services personnelDispatch appropriate human service response in a timely and efficient manner, ensuring coordination with person in crisis, community response team, law enforcement, and EMSMonitor the status of ongoing responses, relay information between responders, and provide updates to E-911 and partners as neededSupport E-911 Technical Advisor by reviewing all incoming calls to determine appropriateness of human service responseGeneral ResponsibilitiesEnsure successful implementation of the PIC Navigation Program general order guidelines and protocols Support EMS in connecting individuals to treatment or appropriate services following a mental health or substance use crisis, including opioid overdoses or other opioid-related emergenciesFacilitate education and access to treatment, prevention, and recovery services, including for persons with opioid use disorder, substance use disorder, and mental health conditionsMaintain accurate and timely documentation of all interactions and interventions, in both E-911 CAD system and Contacts iCarol systemAct as call center Crisis Specialist responding to 988, 211, and community crisis lines, as scheduledParticipate in ongoing training and professional development to stay current with best practices in crisis intervention, human services emergency response, mental health, and substance useRegularly achieve a satisfactory or above rating for calls monitored on assigned linesMeet call center performance metrics, as defined by agency and accrediting bodiesUphold confidentiality and adhere to ethical guidelines while handling sensitive informationAttend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocolsComplete all required program and/or funder training and all required agency training such as NYS Mandated Reporter, Sexual Harassment etcEducation RequirementsAssociates in Mental Health/Human Services field required; Bachelors strongly preferred. Previous Experience RequirementMinimum of one year of crisis call center experience with a demonstrated ability to effectively manage crises Knowledge and Skills Needed to Perform Effectively in this PositionStrong empathy, active listening, communication, teamwork, and interpersonal skillsExcellent verbal and written communication skills, with the ability to convey complex information clearly and compassionatelyStrong problem-solving abilities and critical thinking skills to assess needs, adjust to rapidly changing situations, handle various types of crises and provide appropriate referralsAbility to work under pressure and handle high call volumes while maintaining a calm demeanorProficiency in using computer systems and databases for documentation and resource navigation Function autonomously and exercise good judgment and decision-making skillsEfficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agenciesWork closely with team members and supervisors to ensure seamless operationsAdditional RequirementsMust submit to and pass background checks including fingerprinting and educational verification if required. Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards Required to pass AAS Crisis Specialist and Inform USA Community Resource Specialist certification exams as soon as eligible and meet qualifications to maintain certificationsStrong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requestsWork schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend). Recognize and value diversity within the work environment. Be an effective team player, value and be respectful of individual differences Access to reliable daily transportation to travel to E-911 and office sites as needed. This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.Regular walking, driving, and the ability to lift up to 20 pounds.Reasonable accommodation will be made for individuals with disabilitiesThis job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the positions scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.This document does not create an employment contract, implied or otherwise, other than an at will employment relationship. Contact Community Services, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Compensation details: 25-27 Hourly Wage

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