Dispatch Specialist I

Job Details:

The Job/What You'll Do:

Solari is seeking a Dispatch specialist who will be responsible for managing dispatch functions for crisis line services. The Dispatch Specialist is responsible for facilitating, tracking, and ensuring dispatch functions including the dispatch of mobile crisis teams, crisis transportation, specialty program clinicians, hospital assessors, and other business partners indicated by contract. The Dispatch Specialist I is also responsible for backing up other Contact Center staff by answering and screening incoming crisis requests when business needs dictate. This Dispatch Specialist I promotes and maintains a business culture that is focused on Solari's core values of compassion, effort and ownership. This is realized by demonstrating the following outcomes: safety, recovery and resiliency, engagement, efficiency, and service excellence.

Responsibilities:

• Receives and dispatches teams/clinicians timely and effectively. Provides concise and accurate information to teams/clinicians; maintains awareness of teams/clinician needs and safety. Manages tracking logs accurately and timely; creates reports when business needs dictate. Documents all dispatch and related interactions in the electronic health record and tracking logs.
• Adhere to call center policy and procedures.
• Participate in required training and supervision; willingness to expand knowledge of suicide intervention and prevention, the behavioral health and physical health systems, Medicaid managed care, mental health and diagnostics, community resources, and recovery and resiliency practices.
• Responsible for assisting other Contact Center staff answer and screen incoming crisis requests when business needs dictate. The Dispatch Specialist I is therefore responsible for all functions outlined in those job descriptions, listed below:
• Respond to incoming calls and requests for dispatch services; complete outbound calls, emails, text or chat to effectively coordinate care and resolve crisis situations; operate within required timeframes.
• Screen incoming requests.
• Screen and dispatch incoming calls or contacts from first responders directly.
• Back up for other Contact Center staff as required by business needs.
• Other duties as assigned
  
  

Knowledge, Skills, Abilities:

• Ability to operate computer systems and use multiple computers screens simultaneously.
• Strong problem- solving and multi-tasking skills
• Strong knowledge of resources and systems in the community to better assist the team.
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record in accordance with policies and procedures.

Education & Experience:

• 1-2 years of Dispatch, contact center or emergency services experience, preferred.
• GED/High School diploma, required
• Must meet the following BHPP education and experience requirement: An individual who has six weeks of behavioral health work experience/dispatch experience and has the skills and knowledge required to provide behavioral health services and has one of the following: an Associate's degree or High school diploma or equivalency.