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Access to Care Specialist / 988 Lifeline

This position is located in our Crisis Center in Dothan, AL

Monday-Friday 4pm-12am

POSITION SUMMARY/FUNCTION

This position of Access to Care Specialist is responsible for screening and facilitating admission to SpectraCare program services ensuring appropriate level of care is assigned through use of clinical criteria. Employee will complete initial telephonic screening for potential consumers and will assist with securing and confirming consumer payor source for services.
The Lifeline 988 specialist is responsible for screening crisis/suicide related calls through a crisis intervention hotline referred to as “Lifeline.” Lifeline will be connected to a toll-free telephone number administered and maintained by Vibrant Emotional Health. Through the Lifeline, SpectraCare specialists will respond to callers’ attempts to prevent threatened suicides, de-escalate crisis situations, and provide information related to community resources. Specialist positions for both Access to Care and 988 Lifeline are awake positions. This position will rotate answering calls for the Access to Care Department and the 988 Lifeline.

ESSENTIAL DUTIES/RESPONSIBLITIES/FUNCTIONS/TASKS:

1. General Responsibilities (Access to Care)
a. Screens requests for services to determine the problem(s), assess risk level, and prioritize the needs of the individual.
b. Facilitates admission to SpectraCare program services ensuring appropriateness of level of care through use of clinical criteria.

c. Completes initial telephonic screening for potential consumers, including call intake/logs, screenings, and appointments for potential consumers.
d. Assists with securing and confirming consumer payor source for services.

e. Provides community resources and referral information to callers and consumers.
f. Provides crisis intervention and resolution, including symptomatic relief and referrals to appropriate services, when indicated.
g. Demonstrates the ability to recognize the elements of a crisis state and knows how to deescalate or resolve the situation.
h. Assists with continuity of care of consumers.
i. Adheres to professional code of ethics and customer service standards.
j. Position will rotate call for the 988 Lifeline.
2. General Responsibilities (988 Lifeline)
a. Answer incoming calls to the 988 Lifeline Hotline and provide immediate support and counseling to individuals in crisis.
b. Listen attentively and empathetically to callers, showing understanding and compassion.
c. Assess each caller's situation and determine the appropriate level of care and support required.
d. Provide crisis intervention and suicide prevention strategies, using active listening and effective communication skills.
e. Complete follow-up calls as appropriate following all 988 policies and procedures.
f. Collaborate with SpectraCare’s team of professionals to ensure callers receive the necessary resources and referrals.
g. Document all interactions and maintain accurate and confidential records of each call.
h. Stay updated on mental health resources and community services to provide accurate information and referrals to callers.
i. Participate in ongoing training(s) and professional development opportunities to enhance crisis intervention skills.
j. Maintain a calm and composed demeanor during high-stress situations, while prioritizing the safety and well-being of callers.
k. Adhere to all ethical and professional guidelines in the provision of services.
l. Position will rotate call for Access to Care.
3. Supervision and Consultation:
a. Seeks supervision and consultation as needed for Access to Care. If working 988 Lifeline, will also seek supervision and consultation as described in 988 policies and procedures and at any other time necessary.
b. Accepts and employs suggestions for improvement.
c. Actively works to enhance skills.
4. Record Keeping:
a. Documents in an accurate and timely manner with minimal errors.
b. Documentation should be in compliance with applicable standards to include but not limited to SpectraCare Policies and Procedures.
c. Documents appropriate, complete, and comprehensive SpectraCare Access to Care assessments.
d. Documents in a clear and concise manner.
e. Documents legibly.
5. Courteous and respectful attitudes towards consumers, visitors, and co-workers.
a. Treats consumers with care, dignity, and compassion.
b. Respects consumer’s privacy and confidentiality.
c. Is pleasant and cooperative with others.
d. Assists consumers and visitors as needed.
e. Personal values do not inhibit ability to relate and care for others.
f. Is sensitive to the consumer’s needs, expectations and individual differences.
g. Is gentle and calm to consumers and families.
6. Performs other administrative and other related duties as assigned to include but not limited to:
a. Actively participates in Performance Improvement activities.
b. Completes assigned tasks in a timely manner.
c. Accesses appropriate community resources according to consumer needs.
d. Follow guidelines of SpectraCare Personnel Policies, SpectraCare Clinical Policies, Substance Abuse Policy, Department of Mental Health Standards, Department of Mental Health Service and Delivery Manual, Medicaid Rehab Standards, Medicare Standards and others as noted.
e. Attends regular workshops, trainings, in-services, and/or administrative meetings as appropriate.
f. Ensure any necessary documentation is completed and up to date before annual leave or personal leave is taken.
g. Adhere to Dress Code as set forth in the SpectraCare policies and procedures.
h. To ensure safety, functions within professional boundaries with clients and others.
i. Works well with other staff and clients to ensure safety of program, clients, and other staff.
j. Functions and performs well in stressful environments and manages work related stress to ensure client safety.
k. Performs duties independently and/or with minimal supervision.
l. Other services and responsibilities deemed necessary; not otherwise specified.
7. Regular attendance with timely arrival and departure according to scheduled hours.
A. Must be able to work full time with rotating assignments as necessary to include but not limited to overtime hours, nights, and/or weekends as scheduled.
B. To ensure client/employee safety while on duty, must remain awake during scheduled working hours.

NON-ESSENTIAL DUTIES/RESPONSIBLITIES/FUNCTIONS/TASKS:

• Attend departmental meetings and other assigned meetings.
• Attend all required job-related/system training.
• Assist in other areas needed.
• Conforms to system’s policies and procedures

ESSENTIAL QUALIFICATIONS/KNOWLEDGE/SKILLS/ABILITIES:

• Administrative ability, consistent with qualifications below, requiring minimal supervision and
direction.
• Knowledge of psychiatric disorders.
• Basic knowledge of the nature of addiction.
• Knowledge of crisis intervention.
• Knowledge of community resources and other resources.
• Working knowledge of cultural diversity.
• Ability to use and understand electronic medical records, insurance/ billing websites.
• Ability to interpret and understand Medicare, Medicaid and other third party requirements.
• Position has access to a large amount of sensitive information concerning SpectraCare
consumers, thus the utmost discretion is required.
• Knowledge of computerized information systems used in financial and/or accounting
applications.
• Must be motivated and able to make quick and accurate decisions. Must be able to meet
and exceed expectations. Must be able to perform all duties with minimum mistakes.
• Ability to perform all duties in a safe manner, without endangering any employee or asset.
• Ability to work overtime, as needed, and travel locally.
• Working knowledge of business English, spelling and math.
• Working knowledge of office practices and procedures.
• Skill in keying rapidly and accurately.
• Skills in recording and in verbal/written communication.
• Ability to operate office machines (computer, copier, adding, etc.).
• Ability to make minor decisions in accordance with rules and regulations and apply these to
work problems.
• Ability to understand and follow moderately complex oral and written instructions.
• Ability to maintain confidentiality and to establish and maintain effective working relationships
with clients, other employees and the public.
• Ability to get along with others and manage work related stress to insure client/staff safety.
• Ability to pass a drug screen when given to include but not limited to pre-employment,
random, post-accident, suspicion, etc.
• Ability to maintain professional boundaries with clients i.e., not crossing professional boundaries
to include but not limited to fraternization.

TRAINING REQUIREMENTS:

• Complete initial new hire training.
• Complete required on the job training (OJT) training by the department.
• Obtain proper certifications needed to perform job duties.
• Complete annual training as required.
• Complete all 988 Lifeline required training.

WORK ENVIRONNMENT / PHYSICAL REQUIREMENTS:

• Physical ability to work assigned shift. May require periodic overtime work to meet the
organizations’ needs.
• Work location is primarily in a temperature-controlled office with extended periods of computer
use at a desk with associated repetitive motions. Must understand and practice good
ergonomic movements to avoid injuries.
• Job requires occasional use of office equipment and ability to correctly lift up to twenty (20)
pounds on an infrequent basis.
• Job requires occasional and limited bending, twisting and reaching.
• Required to talk to or hear staff, clients, and/or others.
The physical demands described here are representative of those that must be met by an employee
to successfully perform the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions.

REQUIRED QUALIFICATIONS/EDUCATION/EXPERIENCE:

• Bachelor’s degree in psychology, social work, counseling, or a related field
• Excellent communication and active listening skills.
• Strong empathy and ability to provide non-judgmental support.
• Ability to remain calm and focused under pressure.
• Ability to work in a team environment and collaborate effectively.
• Proficient in computer skills and ability to document calls accurately.
• Willingness to work in shifts, including evenings, weekends, and holidays.
• Must pass a background check and complete required training.

PREFERRED QUALIFICATIONS/EDUCATION/EXPERIENCE:

• Previous experience in crisis intervention, counseling, or a related field is highly desired.
• Knowledge of mental health issues, suicide prevention strategies, and community resources.
• Prior experience in working with electronic health records (EHR) systems