Call Center Specialist, On-Call

About This Role

Caring for individuals and families in crisis is the core purpose of this on-call role within the Mobile Crisis Management Call Center. The specialist screens, triages, and refers callers to appropriate mental health, substance use, or developmental disability crisis services, ensuring immediate evaluation and access to support. This position is vital for linking individuals to clinically appropriate care and maintaining agency and North Carolina state standards for mobile crisis operations.

Responsibilities

• Complete screening, triage, and referral (STR) functions to link individuals to services
• Provide support, services, and treatments for integrated crisis response, stabilization, interventions, and prevention
• Provide immediate telephonic response to assess crises, determine risks, mental status, and medical stability
• Assure mobile crisis program operations meet agency and state standards
• Schedule client appointments based on clinical needs (possibly)
• Manage IFS Crisis Chat
• Appropriately assess clients experiencing mental health, developmental disability, and/or substance abuse crises
• Identify appropriate natural supports or community resources to stabilize individuals
• Ensure the overall safety of clients, their families, and the community
• Network with other community agencies for effective care across the service delivery continuum
• Maintain client electronic health records to meet Medicaid and agency standards
• Answer crisis line and chats (online emotional support)
• Dispatch mobile crisis workers to crisis scenes
• Perform mobile crisis response as needed and available
• Provide counseling via phone
• Make service and resource referrals
• Facilitate monthly supervision for mobile crisis team or as needed
• Complete all administrative requirements, including service documentation, in a timely and efficient manner
• Adhere to all clinical policies and operating procedures
• Ensure compliance with uniform documentation and charting guidelines
• Complete performance evaluations in a complete and timely manner
• Act as liaison between the Call Center and Mobile Crisis Workers
• Attend staff meetings, clinical team meetings, and training/events as assigned
• Attend continuing education per licensing requirements and as relevant to job duties
• Attend a minimum of 2 hours of cultural competency continuing education per year
• Complete annual adult CPR and First Aid certification courses

Requirements

• Strong knowledge of available community resources