Lead Crisis and Access Line Coordinator
4 days ago
Sacramento
Job Description Lead Crisis and Access Line Coordinator Department/Care Stream: Suicide Prevention LIA Reporting Structure Timecard Approver: Director of Healthcare Delivery Operations Primary: Director of Healthcare Delivery Operations Secondary: Program Manager Status: Full-time FLSA: Non-Exempt Location: South Valley Center Pay Range: $30.14 - $39.18/hr EEO-1: Office and Clerical Organization Information WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you! We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve. As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care. To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines. Position Summary The Crisis and Access Line Coordinator is responsible for answering the Crisis and Access Line calls and providing crisis intervention, triage, screening and assessment, emotional support, and connection to resources to callers. This key position dispatches mobile crisis units and provides vital coverage for critical shifts, including days, evenings, weekends, holidays, and overnights. This position has the potential to work hybrid or telecommute after 90 days of successful employment. Required Qualifications • Associates Degree, CADAC-1, or equivalent education and/or experience., • 1 year of experience in crisis intervention, counseling, psychology, human services, or the public health field required., • Willingness to work flexible hours, including overnight shifts, holidays, weekends, and evenings, and change as needed according to coverage needs., • Communicate clearly and concisely, both verbally and in writing, and demonstrate a high level of listening skills., • Demonstrated basic proficiency in the use of technology, including multiple-line telephones, computers (PC), laptops, and Microsoft 365. Experience with Electronic Health Records desired., • Ability to work independently with confidence and as an integral part of a team of professionals., • Must be professional, flexible, and adaptable to varying situations and coverage needs., • Ability to adhere to schedules based on crisis center needs., • Ability to consistently adhere to crisis center program policies and procedures., • Ability to abide by agency code of ethics and Crisis Center code of ethics., • Successful completion of all County required and crisis center training and crisis line counselor exam with passing score and/or final evaluation within 90 days and before being released to work alone., • Successful completion of WellSpace Health’s New Employee Orientation., • Fluency in additional languages preferred., • Demonstrated commitment to high-quality care for people who have been underserved and sensitivity when working with a variety of people from low-income populations with diverse educational, lifestyle, ethnic, and cultural origins, including people who have substance abuse disorders, HIV, physiological impairments, disabilities, and unhoused community members., • Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality., • Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking, and social distancing., • Assist and support the Center/Department/Program to meet standards of High Reliability. Essential Responsibilities • Provide daily support to Crisis & Access Line Coordinators, and assist with the department’s quality assurance program for interactions., • Train, monitor progress, and support Crisis & Access Line Coordinators according to required curriculum, standards, and policies., • Assist management on ongoing training needs and provide weekly training updates to staff., • Support supervisor and management team in communications with Yolo and San Joaquin county leadership, as needed., • Provide risk assessment, behavioral health triage, empathetic emotional support, youth and adult screening, assessments, crisis intervention, and safety planning to crisis and access line and 988 suicide prevention callers., • Provide care coordination for callers who are in crisis and/or in need of connecting with treatment and community-based services., • Consistently adhere to national standards, training, and practices and accurately assess individuals for suicide risk following evidence-based assessment protocols and practices; provide adequate and relevant safety/action planning for each caller., • Assess the need for and coordinate the dispatch of Mobile Crisis Units according to established procedures., • Document, collect, and enter accurate data, report, and chart records in accordance with WSH and/or county regulatory and billing policies and procedures., • Accurately complete all screenings and assessments per policy and organizational standards., • Fill open crisis line shifts on a regular basis and as needed, including evenings, weekends, holidays, and overnights to ensure adequate coverage for the 24/7 line., • Offer and provide follow-up calls to callers at risk of suicide, suicide loss survivors, and others., • Request clinical consultation as needed and follow through on Imminent Risk calls to ensure emergency contact is made with callers and confirm outcomes or re-engage callers as indicated., • Provide the supervisor with daily client updates and maintain full work load., • Perform other duties as assigned. Benefits Successful candidate will receive regionally competitive salary, above-average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement. • Paid bereavement and jury duty leave, • 11 paid holidays per year, • Paid time off, • Paid sick leave, • Flexible Spending Program, • Company paid malpractice insurance for all providers, • Professional development hours offered annually Physical Demands and Work Environment The work environment is characteristic of a typical healthcare clinic environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands and arms to reach. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet. The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client’s use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals. WellSpace Health is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. WellSpace Health is an Equal Opportunity Employer Company DescriptionWellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you! We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve. As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care. To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines.WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you! \r\n\r\nWe are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve. \r\n\r\nAs the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care. \r\n\r\nTo ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines.
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