CC Crisis Int I

I) Job Purpose

The position of Call Center Crisis Interventionist I serve to actively resolve emergencies and crises for persons served by MHMR (My Health My Resources) Tarrant and any applicable contracted entities and community partners. This position is meant to aid individuals of all ages to mitigate crises in a trauma-informed and least restrictive manner.  Call Center Crisis Interventionist I interact with individuals via phone, SMS, or chat. This program operates 24 hours a day, 7 days a week to provide continuous support to individuals served. This position requires availability for flexible scheduling, which includes working evenings, overnights, weekends, holidays, and inclement weather.

II) Essential Functions

A) Adhere to all policies, procedures, rules, regulations state/federal, and best practices of MHMR.

B) Exercise appropriate clinical judgment to mitigate crises for persons served by MHMR Tarrant and any applicable contracted entities and community partners following clinical supervision and agency training.

C) Provide evidence-informed information and referral, brief supportive listening, crisis intervention, and suicide prevention support to individuals in emotional distress.

D) Coordinate emergency and case management services with community partners, including law enforcement, as applicable and ensure the appropriate continuity of care and crisis follow-up are completed.

E) Provide follow-up to high-risk callers reporting suicidal and/or homicidal thoughts and behaviors.

F) Conduct assessments per program policies and procedures.

G) Utilize resource referral databases to provide information and referral assistance to individuals seeking mental health and substance abuse services.

H) Accurately and efficiently document interactions in call log software and electronic health records, if applicable.

I) Provide support and reassurance to other programs within Crisis Services when needed.

J) Performance standards are performed as applicable with MHMR’s We CARE values “We Connect People in Our Community. We Provide Access to Services. We Link People to Resources. We Empower People.”

K) Performs other job duties or responsibilities as requested or assigned.

III) Knowledge of Laws, Regulations, Policies/Procedures, Skills, and Abilities

A) Ability to communicate effectively in both written and oral forms.

B) Knowledge of mental health assessment techniques.

C) Working knowledge of psychopathology and DSM V classes of major mental illness.

D) Knowledge of the principles of Crisis Intervention.

E) High level of advocacy/arbitration/negotiation/conflict resolution skills.

F) Ability to think clearly under pressure and to perform effectively in high stress situations.

G) Knowledge of community resources and demonstrated skill in making productive person-centered referrals.

H) Ability to maintain clear and concise documentation, organize work independently, independently without or with limited supervision, work flexible hours including evenings, weekends, and holidays.

I) Attend all necessary meetings at designated time intervals.

J) Attending and maintaining all agencies required training and refresher courses.

IV) Internal & External Customer Service

A) This position requires extensive internal and external contacts with persons served, family members, significant others, internal staff, external staff, service providers and practitioners, and community partners. The employee accomplishes communication with exceptional written and verbal skills by answering phone calls and emails in a timely fashion as defined by program needs as well as conducting themselves professionally in all interactions.

V) Travel

A) Adhere to MHMR Mileage and Travel reimbursement policy and any other aspect regarding travel.

VI) Equipment Used

A) Utilized as required for position.  

VII) Minimum Qualifications

A) Minimum Education: Bachelor’s Degree

B) Defined Education: Health and Human Services

C) Preferences: Bilingual; Crisis Services Experience

D) Substitutions: Bachelor's degree with at least 30 hours of behavioral health coursework

E) Years’ Experience: None

F) Defined Experience: None

G) License/Certifications: Eligible to obtain Qualified Mental Health Professional (QMHP-CS) certification.

H) Special Courses: None

I) Supervisory Experience: None

VIII) Agency Requirements

A) All staff are required to participate in agency Emergency Preparedness and Environmental Safety programs and may be assigned by their department as a key/essential staff level function during critical events or for the purpose of sustaining business continuity.

B) This position may require temporary or permanent re-assignment to any MHMR Tarrant facility as determined by program needs and/or the Division/Director.

C) Assigned work hours may change as the needs of the agency change.

D) The Functional Title of this position may change as the needs of the agency change.

E) All work will be completed within the scheduled work hours. All non-exempt (hourly) employees are expected to clock in and clock out for each work shift, no work should be done off the clock.

F) MHMR reserves the right to change, add to or eliminate positions as it deems appropriate. 

G) Employment is at will, as well as agency needs may change.

H) Agency dress code is to be followed at all times.

I) Physical on-site presence, including regular attendance and punctuality, is an essential function of this position. Any changes or adjustments to your assigned work schedule or shift hours must be approved by your supervisor in advance.

LIFTING REQUIREMENTS 0-15#

Our Benefits:

Our total rewards program offers benefits* to full time employees beginning 1st of the month following hire date including but not limited to:

• Comprehensive healthcare options (Medical, Dental, and Vision)

• Life insurance and additional supplemental accident and hospitalization plans

• 401a match and 457 deferred compensation plans

• Paid vacation and holidays; varied flexible work environment locations

• Annual tuition reimbursement program

• Student Loan Forgiveness

• Professional development programs and training

• And more…..

Insurance eligibility:

• Full time employees begin 1st of the month following hire date

• Market driven positions (full time or part time) begin immediately after hire date

• Select part time market driven positions are eligible for most insurance plans

• Substitute status jobs are not eligible for benefits

For more information, click https://www.mhmrtarrant.org/benefits/