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 a successful candidate must have strong communication, active listening, and task-focused skills are essential. While basic knowledge of mental health and substance use disorders is helpful, comprehensive training will be provided.
Hours: Position requires availability to work 4-8 hours shifts up to 19.5 hours. A minimum of one overnight (11 PM - 7 AM) per month and willingness to work on some holidays.This position is not eligible for Benefits.Key Responsibilities:
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.
Education/Certifications/Experience Requirements:
- 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.
Required or Preferred Skills:
- 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.
OUTAGAMIE COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER. IN COMPLIANCE WITH THE AMERICANS WITH DISABILITIES ACT, THE COUNTY WILL PROVIDE REASONABLE ACCOMMODATIONS TO QUALIFIED INDIVIDUALS WITH DISABILITIES AND ENCOURAGES BOTH PROSPECTIVE EMPLOYEES AND INCUMBENTS TO DISCUSS POTENTIAL ACCOMMODATIONS WITH THE EMPLOYER.
Additional Info
Job Type : Part-time
Education Level : High School
Experience Level : Entry Level
