Behavioral Health Diversion Specialist

The Behavioral Health Diversion Specialist will provide crisis intervention support telephonically to individuals who are transferred from the Prince George’s County 9-1-1 Call Center and support other call center functions.  

Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match callers with needed information. Specialists are needed to be warm, compassionate, patient, calm in crisis situations, and open to continued growth and development. This is a hybrid position. Remote staff must reside in either the District of Columbia, Maryland or Virginia.

* Candidates must be able to participate in and complete mandatory orientation and training during the first 6 weeks of employment.

Reports to:   Assistant Call Center Director

Available shifts

• Full-time and Part-time positions
• Weekdays and weekends
• A weekend shift is required
• All shifts:
  • Day, 8am-4pm
  • Evening, 4pm-12am
  • Overnight, 12am-8am

Qualifications:

• At least two years of experience working with persons of crisis. 
  
• Completes ASIST Training
• Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member.
• Successful use of Language Line and TTD services.
• Bachelor's Degree in human services or related field required.
• Must have a computer/laptop, high-speed internet and a quiet workspace (For Remote Work - DC, MD, VA residents only) 

Competencies:

• Respectfulness & Relationship Building: Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
• Commitment to Quality Service: Builds and maintains client/community satisfaction with the services offered.
• Team Focused & Collaborative: Promotes cooperation and commitment within a team to achieve goals and objectives.
• Self-Accountability & Work Standards: Sets high standards of performance for self and assumes responsibility and accountability for successfully completing assignments or tasks.
• Stress tolerance & Unflappability: Maintains composure in highly stressful or adverse situations.
• Professionalism and Personal Boundaries: Conducts self within appropriate and expected professional boundaries and policies.
• Conflict Management: Helps others to effectively resolve complex or sensitive disagreements or conflicts.
• Valuing Diversity: Helps to create an environment that embraces and appreciates diversity.
• Confidentiality, Integrity, Ethics and Trust: Maintains confidentiality and earns others’ trust and respect through consistent honesty and professionalism in all interactions.

Responsibilities

• Ensures appropriate answer rates for the 9-1-1 Diversion Line
• Is a liaison for CCSI call takers and 9-1-1 as needed
• Thoroughly and accurately complete statistics sheet on each call in iCarol.
• Keeps updated through basecamp/slack communication.
• Communicate problems to supervisors when necessary.
• Abides by all hotline policies and procedures, uses Language Line as needed, has good communication skills, shows empathy to all callers/clients
• Maintains confidentiality of callers and agency
• Provide counseling, information and referrals to callers. Completes referrals to other services as needed
• Attend in-services and meetings as scheduled
• Works holidays as needed, assists in maintaining 24/7 shift coverage; hotline specialists are essential personnel and must report as essential personnel.
• Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
• Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI.

Administrative Duties:

• Abides by CCSI policies and procedures.
• Arrive on time to worksite.
• Always shows empathy to participants.
• Adheres to agency policies and work rules.
• Strict adherence to CCSI’s confidentiality policies and code of ethics.
• Attends agency meetings as required, including the monthly mandatory shelter team meeting and supervision meetings.
• Possess basic computer skills.
• Attends trainings and continuing education activities as assigned.
• Utilizes critical thinking skills, exercises appropriate personal responsibility, and retains a positive outlook amidst challenging circumstances.
• Maintain professional boundaries with program participants.
• An understanding and respect for the confidentiality of guests.
• Performs other expectations as assigned.

Work Conditions

• Holidays, Evening and weekend coverage required, depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Potential exposure to highly emotional and stressful situations, potential exposure to aggressive encounters via telephone. 

Benefits:

• 401 (k)
• Dental Insurance
• Employee Assistance Program
• Disability & Life  Insurance
• Flexible Spending Account
• Health & Vision Insurance
• Holiday Premium Pay
• Paid Time Off
• Referral Program

Equal Employment Opportunity

Community Crisis Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Salary : $21