POSITION SUMMARY: The Crisis Intervention Specialist (CIS) provides assistance to the 24-Hour Crisis Line Volunteer Phone Workers. CIS assists them in assessing, developing and implementing, and resolving emergent and non-emergent calls. The CIS provides feedback and debriefing following calls and assists the Crisis Supervisor in the evaluations of the Phone Workers. Completes Case Reviews and accurately and timely reviews log-sheets and screening guides. The CIS participates in program meetings and attends training and in-services. The CIS will be crossed trained as Patient Placement Coordinator.

RESPONSIBILITIES:

A. Phone Room Support

1. Provides effective support of volunteer phone workers (PW):
2. Assists PW’s in assessing emergent and non-emergent calls.
3. Assists PW’s in developing and implementing appropriate intervention with emergent and non-emergent calls.
4. Assists PW’s in resolving emergent and non-emergent calls.
5. Provides adequate monitoring of emergent and non-emergent calls.
6. Provides effective feedback and/or debriefing following calls.
7. Provides training in call handling skills and relevant policies and procedures.
8. Assists in the evaluation of PW’s through input to the Crisis Supervisor.
9. Assists PW’s in adhering to volunteer requirements

B. Service Delivery

1. Demonstrates knowledge of King County mental health system.
2. Demonstrates knowledge of Crisis Clinic resources:
3. Competent use of Resource House database.
4. Competent use of CLS/CMLS.
5. Competent use of non-computerized information.
6. Demonstrates knowledge of phone room protocol and procedure:
7. Maintains accurate clinical logs and tallies.
8. Performs linkages in an accurate and timely manner.
9. Provides adequate consultation to professionals and non-professionals.
10. Maintains appropriate professionalism in dealing with PW’s, consumers, and professionals.
11. Timely completion of Case Reviews as assigned; notifies Supervisors of need for Case Plans.
12. Accurate and timely QA of Resource House logging
13. Makes appropriate use of Shift Supervisor.
14. Participates in PW training and other non-phone room responsibilities as assigned.

C. Patient Placement Coordination

1. Check for the availability of hospital beds in the WA Trac database and the County’s database (actual name to be confirmed) of patients who are on a single bed certification and waiting for placement in an appropriate psychiatric treatment bed.
2. Maintain contact with designated hospitals with suitable beds for patient placement.
3. Match patients and available psychiatric beds according to the established criteria outlined in the Patient Placement Guidelines decision tree.
4. Contact the hospital with an available bed to inform them of a potential patient so they can make to conduct an assessment.
5. Contact the hospital where the patient is waiting to let them know that the hospital with bed availability has been informed.
6. Document the outcome of all placements in the County database (actual name to follow) as to the completion of the placement or reason why a referral was not accepted.
7. Demonstrate excellent customer service to all parties.

D. Professional Development

1. Participates in program meetings and planning.
2. Attends trainings and in-services.

E. Quantity and Quality of Work / Work Habits

1. Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
2. Follows personnel policies and procedures.
3. Written and verbal communication is clear, concise, accurate and thorough.
4. Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers, and customers/clients.
5. Makes appropriate use of supervisor.
6. Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors; provides peer support and motivates staff and volunteers to outstanding performance.
7. Suggests solutions to identified problems.