Job Description

Posting number: 2603595

Department: DHHS Mental Health

Job classification: Crisis Services Professional (DHHS-MH)

Posting type: Open & Promotional

Categories: Mental Health, Human Services

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 f lexible 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.

Examples of duties

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

• 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.

Supplemental information

• 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.