BEHAVIORAL HEALTH SPECIALIST - MRSS DISPATCH (Remote)

Reports To: Call Center Manager

FLSA Status: Non-Exempt

Work Schedule: Full- Time

Salary: Hourly 

Position Summary:

At Thrive Behavioral Health Center, we deliver industry leading support for those suffering from Mental Health and/or Substance Use Disorders.  We are proud to set the industry standard and continue our growth. A Behavioral Health Specialist - MRSS Dispatch is a trained individual who provides resources to youth and families in crisis and connects individuals to support services at times of crisis. They will be a partner to promote recovery by engaging in a positive, supportive interaction, demonstrating and inspiring hope, trust, and a positive outlook and optimize client connection with a broad range of community based services and natural support. We are proud to set the industry standard and continue our growth.

Essential Duties and Responsibilities:

• Answer calls for the statewide Mobile Response and Stabilization Services call center

• Dispatch the appropriate MRSS providers to the caller within the required time frame set forth by the state

• Provide provider with the appropriate information about the callers situation to ensure they are prepared to respond appropriately

• Provide information and referral services to health and human services, government agencies and community-based organizations

• Maintain accurate information and referral call records

• Responsible for maintaining accurate records and notes, confidentiality, and compiling timely reports

• Advocate for the needs of each caller to ensure the proper care is received and provided

• Maintain positive relationships with providers in the various catchment areas

• Stay up to date with all community and MRSS providers in each catchment area to ensure the dispatch process is efficient for the caller to receive the service they need

• Provide de-escalation strategies as needed with a safety assessment 

• Collaborate internally with teammates for the efficient operation of the call center

• Other duties as assigned

Requirements:

• Ability to work in a team environment, with minimal supervision, to produce high quality work and provide quality service

• Demonstrated strong, effective communication skills – written and oral – including the ability to take in a lot of information quickly during a crisis situation

• Ability to be flexible, independent, and a critical thinker, and deploy strong decision-making skills

• Strong customer service skills

• Should be respectful, sensitive, and empathetic to the feelings and problems of all people

• Ability to work effectively with a diverse group of individuals

• Understands problems analysis, decision-analysis, evaluate interventions, and contingency plans

• Ability to be an active listener by asking questions and reflecting on what is being said

• Knowledge of area resources that may aid client in ongoing recovery (i.e. transportation, treatment providers, sober support systems)

• Proficient level of ability with computer; including teleconferencing software (Zoom, Ring Central);  and Microsoft Office Products

• Effective written and oral communication skills; ability to articulate information clearly

Preferred Qualifications:

• Remote Work Experience

• Call Center Experience 

• Experience in peer recovery services, social service, customer service or behavioral health environment

• Experience with electronic health records or other industry related  types of applications and software

• Experience working with youth and family services

• Personal lived experience working with youth and have assisted with proper crisis resources

• Working knowledge of different pathways to recovery and social systems including evidence based practices

Education: High School Diploma or GED equivalent 

Behavioral Competencies:

• Leadership

• Empathy

• Compassion

• Positive Attitude

• Mission driven

• Accountability

Physical Demands: The physical demands described here are representative of those that should be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential duties. The position requires sitting and standing throughout the day, manual dexterity to type on a computer keyboard and operate general office equipment.