JOB SUMMARY: The Crisis Response Specialist integrates behavioral health, customer service, and emergency response duties to ensure a welcoming, and safe environment for Spectra Health's patients and staff. The Crisis Response Specialist will serve as the lead member of Spectra Health's crisis response team and will be available to address crisis situations as they occur. The ideal applicant for this position will possess excellent crisis de-escalation and problem-solving skills and will work to incorporate Spectra Health's values of compassion, respect, equity, and inclusivity into their work with patients, visitors, and staff. The Crisis Response Specialist reports to the Director of Quality Improvement.

SPECTRA HEALTH EXPECTATIONS

• Review and comply with regulatory standards.
• Strict adherence for privacy and confidentiality, for both patients and employees of Spectra Heal
• Champion Spectra Health's organizational values of Compassion, Trust, Respect, Equity, and Inclusivity.
• Affirm Spectra Health's culture of safety by demonstrating actions and behaviors that consistently contribute to a positive and safe work environment for our employees and guests. (i.e., timely incident reporting, resolving hazards proactively, resolving privacy and security concerns, etc.).
• A positive approach to teamwork, building collaborative positive relationships throughout the organization in order to share knowledge and experience.
• Ability to work independently.
• Be part of the solution, supporting change and participating in activities to promote organizational leadership.
• Make decisions based on what's best for Spectra Health's patients.
• Attend mandatory trainings and attend at least 80% of departmental meetings.
• Adhere to all Spectra Health's policies and procedures and serves as a departmental champion of Spectra Health's Compliance Program activities.

ESSENTIAL JOB FUNCTIONS:

• Serve as the lead member of Spectra Health's Crisis Response Team and respond to behavioral crisis situations within Spectra Health as they occur.
• Respond to internal calls for crisis intervention and support a collaborative team-based response to crisis situations throughout Spectra Health.
• Support clinic operational safety and security by being a regular, and visible presence, at Spectra Health registration desks, in waiting areas, and within clinic spaces.
• Conduct daily building safety and security observations, and report safety concerns to Spectra Health's Director of Quality Improvement.
• Assist Spectra Health Patient Service Representatives to enforce patient dismissal procedures.
• Serve as a point of contact for emergency service responders as appropriate.
• As appropriate, serve as a point of contact and follow-up for patient complaints.
• Under the direction of Spectra Health's Behavioral Health and Social Services teams, assist patients in accessing appropriate internal and external resources to resolve crisis.
• Provide training in de-escalation and crisis response to Spectra Health staff.
• As appropriate, assist with incident reporting follow-up and incident report investigations and closures.
• Other duties as deemed necessary by the Director of Quality Improvement.

JOB QUALIFICATIONS:

Required:

• Associate's degree in a human service field (social work, psychology, nursing, etc.).
• Working knowledge of Incident Command System (ICS) practices or other emergency response protocols.
• Working knowledge of HIPAA privacy and security practices.
• At least 1 year of experience in a behavioral health and/or healthcare setting.
• Ability to be certified as a trainer in an established Crisis Response Training model (MANDT, CPI, or similar) within one year of hiring.

Preferred:

• Bachelor's degree in a human service field (social work, psychology, nursing, etc.).
• Current certification in an established crisis response training model (MANDT, CPI, or similar)
• Completion of Incident Command System (ICS) training or other advanced emergency response protocols.
• Advanced knowledge of HIPAA privacy and security practices.
• 2 years of experience in a behavioral health and/or healthcare setting.

PHYSICAL REQUIREMENTS: The Crisis Response Specialist position works equally in administrative and clinical environments. This position will require the employee to both, be on their feet for long periods of time, as well as sit at a desk for extended periods of time. This position requires the ability to communicate with patients and may require the ability to lift and carry items (not more than 20lbs).

REMOTE WORK: The Crisis Response Specialist position is not eligible for full-time or hybrid remote work. For more information about remote work, please see HR Policy 1.29 - Remote Work.

**Spectra Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, or gender identity.