Dispatch Coordinator

Under the general supervision of the Mobile Crisis Director, the Dispatch Coordinator provides the connection via telephone between the individual and the mobile crisis team.  

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Acts as the primary liaison between the crisis representative and the mobile crisis team.
• Receives complete and accurate information from crisis representatives and relays information to the mobile crisis team.
• Utilizes the MHWIN dispatch system to deploy the mobile crisis team. 
• Responds to crisis calls and referrals for mobile crisis deployment.
• Utilizes de-escalation techniques and crisis interventions for callers in crisis. 
• Completes a triage to provide an initial assessment of the individual’s needs.
• Assesses callers when there may be a potential for suicide using the Columbia Suicide Severity Rating Scale. 
• Manages a high call volume while performing other required duties.
• Documents each encounter concurrently while in-call.
• Utilizes knowledge of community resources.
• Participates in agency and system staff meetings. 
• Performs related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES (KSA’S)

• Knowledge of DWIHN policies, procedures, and practices. 
• Knowledge of the DWIHN provider network and community resources. 
• Knowledge of the Michigan Mental Health Code. 
• Knowledge of behavioral health and mental health principles and practices. 
• Knowledge of the Michigan Medicaid Provider Manual. 
• Knowledge of MWHIN. 
• Knowledge of compliance standards. 
• Knowledge of call screening techniques and phone etiquette.
• Knowledge of policies and procedures for receiving and processing emergency calls.
• Knowledge of customer service principles and practices.
• Knowledge of crisis training and experience in de-escalation, i.e., suicide prevention, development of crisis plans, trauma informed care, etc.
• Knowledge of emergency and general dispatch procedures and practices.

• Assessment skills.
• Evaluation skills.
• Decision Making skills.
• Interpersonal skills.
• Customer Service skills.
• Communication skills.
• Active Listening skills.
• Computer skills (Word, Excel, Access, Power Point, Outlook, Teams).
• Teamwork Skills.
• Ability to communicate orally.
• Ability to communicate in writing.
• Ability to work effectively with others.
• Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population.
• Judgement/Reasoning ability.

REQUIRED EDUCATION:

A High School diploma, GED, or its equivalent.

REQUIRED EXPERIENCE:

• Two (2) years of full-time paid professional experience working in a human service, social service, mental health or behavioral health setting.

AND

• Two (2) years of full-time paid professional experience performing customer service, dispatch, emergency/crisis response, peer support or related experience.

REQUIRED LICENSE(S).

A valid State of Michigan Driver’s License with a safe and acceptable driving record.

WORKING CONDITIONS:

Work is usually performed in an office setting but requires the employee to drive to different sites throughout Wayne County and the State of Michigan.  This position can work remotely with supervisory approval.  Currently this position is primarily a remote position.

This description is not intended to be a complete statement of job content, rather to act as a general description of the essential functions performed.  Management retains the discretion to add or change the position at any time. 

Please Note:  DWIHN requires proof of being fully vaccinated for COVID-19 as a condition of employment. Medical or religious accommodations or other exemptions that may be required by law, will be approved when properly supported. Further information will be provided during the recruitment process. 

The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer