Crisis Hotline Operator Jobs (NOW HIRING)

POSITION SUMMARY:

Crisis Worker I staff serve in a supportive role within the Mobile Crisis Program, providing assistance to the Crisis Worker 2 staff in delivering mobile crisis intervention services 24 hours a day, 7 days a week to Westmoreland County individuals experiencing behavioral health crises.

Under the direction of the assigned Crisis Worker 2 or Mobile Crisis Unit Manager, Crisis Worker 1 staff assist in efforts to defuse crisis situations, promote stabilization, and provide supportive follow-up services in the community. Crisis Worker 1 staff do not serve as the primary clinical lead on crisis responses but instead function as a secondary responder providing backup, coordination, and supportive intervention services.

**Shifts are scheduled based on the needs of the Program.

RESPONSIBILITIES:

Assist Crisis Worker 2 staff in providing mobile crisis intervention services including psycho-educational support, stabilization assistance, resource information, referrals, and aftercare coordination to individuals experiencing acute mental health concerns, behavioral disturbances, emotional dysregulation, or social conflicts. Services are provided in the community.

· Provide on-scene support during mobile crisis responses as directed by Crisis Worker 2 staff or the Mobile Crisis Unit Manager.

· Assist with gathering information, documentation, safety planning, and coordination of community-based services under the direction of the primary crisis responder.

· Maintain timely, accurate, and complete written documentation of all assigned crisis contacts in accordance with program standards.

· Work cooperatively with Westmoreland County Behavioral Health and Developmental Services, law enforcement, emergency services, hospitals, and other county providers.

· Attend all mandatory trainings, conferences, and staff meetings as scheduled by the Crisis Unit Manager and Director of Mental Health Programs.

· Ensure all programs are operated in accordance with CSP principles.

· Ensure consumer confidentiality, right to appeal, and individual civil rights are maintained in compliance with HIPAA standards established by Westmoreland Community Action.

· Maintain compliance with HIPAA regulations, in regard to accessing Protected Health Information, according to the Table of Access contained in the HIPAA Policy and Procedure Manual. Employees’ access is on a “need to know” basis.

· Perform any and all other duties as assigned by the Crisis Unit Manager or Director of Mental Health Programs.

Scope and Impact

Provide Mobile Crisis service support as scheduled in an effort to assist primary crisis responders in defusing crisis situations, reducing the need for more restrictive levels of care, and promoting stabilization in the least restrictive environment possible.

Crisis Worker 1 functions as a secondary responder and support staff member, working under the direction of Crisis Worker 2 or supervisory staff.

This position has “need to know” information that links a consumer to a medical condition and is responsible for maintaining and disseminating that information according to HIPAA standards.

Our mental health team is seeking full-time and part-time Crisis Worker 1’s to defuse crisis situations and provide stabilization and support. As a Crisis Worker 1, you will provide backup support to your coworker crisis worker 2's. You will accomplish this by:

• Providing 24/7 mobile services through three different shifts to distressed Westmoreland County residents,
• Providing crisis intervention services including psycho-educational coaching, resource information, and referrals and after care to individuals exhibiting acute behavioral problems, disturbed thoughts, mood and/or social conflicts, and
• Working cooperatively with Westmoreland County Behavioral Health and Development services and other county providers.

Westmoreland Community Action (WCA) is a non-profit organization that works to connect individuals and families to opportunities and resources throughout the community to improve their quality of life and help to reduce poverty in the community. This is accomplished through housing, counseling, support, education, intervention, collaborations, partnerships, information, referrals, and networking.

The Mobile Crisis Team provides face-to-face intervention, assisting those in crisis during a variety of situations, addressing such issues as suicidal and homicidal ideation, concern for friend or family members, and behavioral health concerns. This service is an expansion of the Crisis Hotline and assists persons seeking mental health support or services. The Crisis Hotline is available 24/7 to provide assistance for individuals in crisis or for individuals seeking assistance for another person in crisis. Calls are answered by a trained crisis worker who will identify the crisis and assist with support, offer resources about community services, and treatment providers.

REQUIREMENTS NECESSARY TO SAFELY PERFORM THE ESSENTIAL FUNCTIONS OF THE POSITION OF CRISIS WORKER 1:

Physical requirements - Push/pull, lift/move up to 50 pounds.

Manual dexterity - Perform moderately difficult manipulation - typing, filing, writing, some manual labor.

Coordination - Perform tasks, which require foot and/or hand/eye coordination - driving a car, typing, some cooking, moving of furniture.

Mobility - Walk, stand, sit for prolonged periods of time, drive.

Speech - Articulate with extreme accuracy - employee/consumer relations, phone contact.

Vision - Read small print, drive a car.

Hearing - Receive verbal instructions, answer phones, intercom, communicate with employees/clients.

Concentration - Able to concentrate on fine detail with some interruption.

Attention span - Able to attend to task function for more than 60 minutes.

Conceptualization - Able to understand and relate to theories behind several related concepts.

Memory - Able to remember multiple verbal and written task-

assignments given at beginning of a period extending over long period of time.

Environment Conditions - Indoor/outdoor work.

QUALIFICATIONS:

· High School diploma or its equivalent.

· Direct experience in crisis intervention is preferred.

· Ability to assist Crisis Workers in stressful situations.

· Ability to provide accurate written documentation of all crisis contacts.

· Ability to work with other human service agencies to secure needed follow-up services.

· Ability to work with all age groups in resolving crisis situations.

· Knowledge of and ability to work with Microsoft Word and Access programs helpful.

· Ability to work without supervision.

· Ability and willingness to work various shifts.

· Acts 33, 34, 114, and sex offender registry clearances.

· Valid PA driver’s license, mandated Agency auto insurance coverage, and reasonably clean driving record.

Full-time Benefits:

• Employer-employee cost share of paid dental, vision, life insurance, short-term disability, and long-term disability polices,
• ICHRA health plans – Using an allowance, choose the best plan for you,
• 16 paid holidays,
• 10 days of vacation in first year of employment,
• Sick time,
• 8% retirement match after 1 year and 1000 hours of service,
• Mileage reimbursement,
• Time and a half for holidays worked.
• Shift differential for evening and overnight shifts.

Part-time Benefits:

• 12 hours of personal time off each year,
• 8% retirement match after 1 year and 1000 hours of service,
• Mileage reimbursement,
• Time and a half for holidays worked.
• Shift differential for evening and overnight shifts.

Annual full-time salary based on experience: $44,532.80 to 54,558.40 ($21.41 - $26.23 per hour). Shift differential not included.

Westmoreland Community Action (WCA) is committed to recruiting and retaining a diverse workforce that reflects our community and those that we seek to serve. If you, in good faith, believe that you are qualified to succeed in this position, we encourage you to apply. Please include a cover letter to tell us about your unique qualifications for the position. Our hiring manager will review your application and, if interested, will contact you regarding next steps.