Crisis Call Center Clinician and Case Manager- Lewes, Delaware

Summary/objective
Under the supervision of the Call Center Supervisor, the Call Center Clinician and Case Manager will take calls into the crisis call center for youth and families in crisis regarding psychological and emotional problems (such as out of control behavior, suicidal/homicidal ideation and/or family problems) while maintaining safety, obtaining all necessary triage information, and then dispatching a clinician. The Call Center Clinician and Case Manager will also assist in the daily case management duties for each county.

Essential functions:
Crisis Dispatcher

• Maintain professional interactions during crisis calls with all stakeholders
• Maintain high levels of teamwork with effective communication
• Engage in calls with an empathetic and professional attitude
• Use critical thinking skills while triaging calls and dispatching clinicians

Case Management

• Support the MRSS team in the management of cases referred for assessments and follow-up services
• Communicate with and provide appropriate documentation to the PBH team
• Conduct satisfaction surveys and other quality assurance measures in support of the MRSS program
• Maintain appropriate and quality documentation

Data Entry

• Enter appropriate documentation into the DSCYF system
• Develop and maintain programmatic needs and outcome studies.

General Responsibilities

• Uphold professional standards of treatment and the mission of the organization
• Maintain a quality code of conduct, ethics and professionalism
• Provide goal-directed and team-oriented services
• Communicate effectively and professionally with all stakeholders

Competencies/ Capabilities:

• Reliability
• Customer Service
• Written and Verbal Communication
• Collaboration and Teamwork
• Flexibility

Supervisory responsibilities: None

Work environment: Call center, Office-based, Lewes, Delaware

Physical demands: Prolonged periods of sitting at a desk and working on a computer, may be requested to lift up to 15 pounds at times

Travel required: None

Required education and experience:

• Bachelor’s degree from an accredited school in the human services field

Preferred education and experience:

• Minimum of 1 year experience in mental health field
• Call center or emergency services experience

 

EEO:
Delaware Guidance Services is an Equal Opportunity Employer, reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

DGS is committed to the safety of its employees and clients. All employees must follow DGS’s vaccination policy. Face coverings and daily screens required to enter buildings. Social distancing is practiced in all locations.

Other duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

About Delaware Guidance Services
Delaware Guidance Services (DGS) is Delaware’s largest non-residential mental health provider for children and families. With 5 main offices and many community partners, DGS services are accessible from anywhere in the state. DGS aims to provide comprehensive mental health services to all families regardless of insurance, socioeconomic status or ethnicity. With over 200 staff, DGS is focused on growing a knowledgeable workforce that delivers treatment in an ethical and innovative way.

Mission
Delaware Guidance Services exists to provide quality therapeutic services to children, youth, and their families to increase their social, emotional, and behavioral wellness.

Benefits We Offer
DGS offers a comprehensive and competitive benefits package to our employees, including:

• Competitive Compensation
• Incentive Pay for Certain Clinical Staff (Productivity Bonuses)
• Medical, Dental and Vision Insurance
• Voluntary Employee Elected Benefits (Accident, Critical Illness, Cancer)
• Health Savings Account (HSA)
• Life, AD&D, Long Term and Short-Term Disability
• Paid Vacation (3-4 weeks), sick (12 per year) and ALL Major Holidays, as well as Two Floating Holidays
• 403(b) plans with match (2%) and generous company contribution (6%)
• Internal Professional Development and Training
• Clinical Supervision towards licensure
• Clinical trainings with CE’s

**Employee contributions are required for some benefits.**

Job Type: Full-time or PRN

Pay: $18.00 per hour