Crisis Response Specialist

Job Number: 253

Location: Midland

Supervises: N

FLSA: Exempt

Division: MH

Salary: $42,946 per year. Sign on bonus may be available.

Shift: M-F 8am - 5pm, on call; Assigned work hours may change as the needs of the agency and clients change

Driving required: Y

Travel required: Y

Settings: office, field

POSITION SUMMARY/JOB PURPOSE:

The Crisis Response Specialist is responsible for daytime response to mental health crisis calls from Law Enforcement, Emergency Room, and the PermiaCare Crisis Hotline. This position provides emergency services to individuals in the community by defining presenting complaints, obtaining relevant medical history, assessing needed interventions, and initiating appropriate crisis intervention services, resolving crisis situations, filing emergency detention orders, and facilitating entrance into Crisis respite facilities when appropriate. The Crisis Response Specialist is responsible for ensuring persons in crisis are treated in the least restrictive and most appropriate environment. This position develops and maintains positive working relationships with law enforcement, hospital personnel and the judiciary. The Crisis Response Specialist facilitates entry of crisis clients into need brief services and/or referral to ongoing services as well as handles crises that walk into the Mental Health Clinics.

This position works independently, under limited supervision, reporting major activities through periodic meetings.

EDUCATION, EXPERIENCE, OTHER QUALIFICATIONS:

Education Required: A Bachelor's degree from an accredited college or university with a major in psychology, social work, medicine, nursing, rehabilitation, counseling, sociology, human growth and development, physician assistance, gerontology, special education, educational psychology, early childhood education or early childhood intervention or a bachelor's degree with at least 30 hours of coursework in the previous fields.

Experience Required: At least 1 year of experience in the mental health field preferred.

Registration, Certification, Licensure or other Qualifications Required:

• Must maintain a valid Texas Driver's license, auto liability insurance and a driving record acceptable to PermiaCare's insurance requirements.
• Required to pass criminal history and background checks as well as pre-employment drug screen.
• Must obtain QMHP certification within 6 months.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond, by phone, to all crisis calls within 10 minutes.
• Make face-to-face responses, when indicated, within 1 hour.
• Provide intervention that ensures least restrictive setting.
• File Emergency Detention applications appropriately.
• Exercise clinical judgment in crisis situations.
• Serve as a fill-in for nighttime crisis workers when needed.
• Provide follow-up for individuals who were treated for crisis.
• Complete all crisis logs and service documentation before ending shift.
• Remain compliant with Medicaid and State documentation standards.
• Complete documentation necessary to assign contact or registered status (as indicated) to all non-PermiaCare clients.
• Scan and upload documentation into EHR.
• Maintain utilization data on services provided as assigned by supervisor.
• Apply the Medicaid covered services for this position, the proper application of these services, and the codes used to describe these services.
• Work with all members of the Crisis Services team to ensure quality and appropriate use of services for persons in crisis.
• Develop and maintains positive relationships with law enforcement.
• Develop and maintains positive relationships with judiciary.
• Develop and maintains positive relationships with hospital personnel.
• Report to Crisis Response Specialist (Night) before end of shift, as needed.
• Participate in quality assurance and utilization review process.
• Discharge clients as needed.
• Provide PASRR assessments as needed.
• Provide high quality support for vulnerable individuals.
• Develop and maintain supportive relationships with patient.
• Identify and assess the risk of suicide or self harming behavior and provide appropriate intervention.
• Advocate and assist in accessing community resources.
• Develop intervention plans.
• Maintain accurate documentation.
• Provide follow up and aftercare services.
• Meet unit performance measures or targets.
• Maintain assigned caseload of individuals with mental illness.
• Coordinate services to designated caseload.
• Enter accurate and appropriate documentation of services within timeframe required.
• Maintain confidentiality of sensitive records and treatment information, client files and protected health information in compliance with HIPAA, laws, rules and regulations, and established procedures.
• Maintain regular and reliable physical on-site attendance. Regular attendance, dependability, and promptness are required for the scheduled work day 100% of the time, to ensure consistency and completeness of program's processes.
• Comply with the Abuse, Neglect, and Exploitation policy and reporting requirements.
• Adhere to the Code of Conduct and Standards of Behavior policy requirements.
• Establish and maintain effective work relationships with individuals served and their families, supervisors, co-workers and visitors by demonstrating cooperative, courteous and respectful behavior at all times.
• Communicate regularly with supervisor.
• Open and process mail/email in a timely manner.
• Answer phone, collect phone messages and respond to requests timely and accurately.
• Maintain safe and clean working environment by complying with procedures, rules and regulations.
• Perform all work functions and interactions using a trauma informed approach.
• Display professionalism when representing PermiaCare and the program in the community.
• Maintain compliance with legal requirements and company policies and procedures.
• Maintain valid and current driver's license, auto insurance, acceptable driving record and reliable transportation at all times. Driving may be required for this position.
• Complete all training as assigned prior to due date.
• Other duties as assigned.

MARGINAL DUTIES AND RESPONSIBILITIES (these duties are not designated as essential for the purposes of ADA; they are still required duties):

• Fill in for other MH staff as needed.
• Ensure copies of Crisis Assessments are on hand at all times.
• Ensure copies of Resource Guides and PermiaCare contact information is on hand at all times.
• Provide translation, if applicable.
• Participate in team meeting or staffings.
• Participate in community activities and/or attends community meetings as needed.
• Participate in workgroups and committees as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:

• Advanced knowledge of mental illness and treatment.
• Knowledge of crisis intervention and suicide prevention.
• Ability to handle stressful and emotionally charged situations and remain calm and professional.
• Ability to provide emotional support to clients.
• Ability to handle confidential information with discretion.
• Knowledge of HIPAA and ability to protect confidentiality.
• Knowledge of intake process for the Mental Health Clinic.
• Knowledge of the Texas Mental Health Code.
• Advanced knowledge of crisis intervention techniques.
• Knowledge of community resources and alternatives to State hospitalization.
• Effective multi-tasking skills.
• Good organizational skills.
• Welcoming, positive behavior.
• Ability to express self clearly and effectively, orally and in writing.
• Effective time management skills.
• Exceptional customer service skills, including positive attitude.
• Cultural sensitivity.
• Dependable attendance and punctuality.
• Knowledge of trauma informed theories, principles and practices.
• Flexibility and adaptability to different work environments.
• Excellent computer skills, including Word, Excel, Outlook, and Electronic Health Records (EHR).
• Reading and comprehending.
• Reasoning and analyzing.
• Ability to coordinate with various inter-agency personnel.
• Ability to fulfill PMAB and CPR/First Aid requirements.
• Ability to work independently.
• Good interpersonal skills, including ability to build rapport with individuals including co-workers.
• Ability to display comfort in interacting with individuals of diverse cultural, ethnic and economic backgrounds and with social service, healthcare, educational and criminal justice organizations, as needed.
• Ability to acquire and utilize new skills as the job requires.
• Ability to work cooperatively and productively with supervisor, individuals, co-workers, and groups of persons at all levels of activity, contributing to a spirit of teamwork.
• Ability to maintain highly confidential information.
• Ability to remain calm in stressful situations.
• Ability to plan and schedule work and implement directives without constant supervision.
• Model professionalism by appropriate dress, language, ethics and work habits.
• Ability to drive personal and/or company vehicle. This position may require travel to agency program sites, community and residential sites, and/or locations outside the PermiaCare catchment area. This position may require transport of agency individuals and/or individuals served.

PHYSICAL REQUIREMENTS:

Abilities Required:

• Light Lifting, under 15 lbs
• Light Carrying, under 15 lbs
• Walking
• Standing
• Sitting
• Operating office equipment
• Operating motor vehicle
• Ability to see
• Hearing (with aid)
• Ability to write
• Ability to count
• Ability to read
• Ability to tell time

Other (specify): driving required. May require some travel after hours and overnight.

WORKSITE CONDITIONS:

• Travel
• Inside
• Long or irregular work hours
• Working closely with others
• Working alone

ADA Statement: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EEO Statement: PermiaCare is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran status, genetic information, or any other characteristic protected by state or federal law.

This job description is not designed to cover or contain a comprehensive list of duties, activities or responsibilities that are required of the employee for this job. Duties, activities and responsibilities may change or new ones may be assigned at any time with or without notice. This job description does not constitute an employment contract with PermiaCare. Employment is at-will.

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