The Job/What You’ll Do:
The Law Enforcement Crisis Liaison's role is responsible for ensuring strong collaboration between the Crisis Response Network and police departments with the goal of increasing the number of calls diverted from the 911 system to the crisis system. Includes co-locating in 911 dispatch centers, creating training, completing training of law enforcement personnel, and operating as a crisis specialist as scheduled.
Full-time on-site role working at the 911 Communication Center
Schedule: Wednesday-Saturday 1030-2100
Responsibilities:
Law Enforcement Crisis Liaison
- Co-locates in person at 911 dispatch centers. Provide in-the-moment training and coaching of 911 staff. Actively coordinates between police and CRN to assist community members. Actively fosters positive relationships and culture between CRN and first responders.
- Collaborates with Contact Center Leadership and 911 leadership to develop training on mental health and the crisis system.
- Completes training for law enforcement personnel, including CIT training, recorded training, and in-person classroom training of 911 staff.
- Attends community, stakeholder, and system partner events to improve coordination and collaboration between the crisis system and police.
- Utilize knowledge of healthcare industry standards and clinical assessment and intervention skills resulting in crisis or contact resolution.
- Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
- Provide health education and community resources based on the intervention provided.
- Assist in communication collaboration between crisis specialists, crisis supervisors, and 911 centers on calls from and to co-located centers when on-site as needed.
- Other tasks and duties as assigned
Crisis Specialist
- Respond to incoming contacts and requests for crisis and healthcare services across all contracts within the scope of employee work; complete outbound calls, emails, texts, or chats to effectively coordinate care and resolve crisis situations; operate with accuracy, compassion, and efficiency.
- Screen and triage incoming crisis requests resulting in safety and crisis resolution.
- Effectively use the risk assessment tool to guide crisis intervention based on acuity and risk.
- Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure at CRN for of new contracts, suicide intervention and prevention, the behavioral health and medical healthcare systems, Medicaid or Medicare managed care, mental health and diagnostics, community resources, effective communication, active listening, speech analytics, contact center industry standards, and recovery and resiliency practices.
- Ensure all interactions are documented in the designated electronic health record in accordance with policies, procedures, and industry or organizational standards of practice.
- Adhere to call center policy and procedures.
- Other tasks and duties as assigned
Knowledge, Skills, Abilities:
- Critical thinking and effective decision-making for managing high-acuity crisis requests and decision-making skills that facilitate safety and crisis resolution.
- Demonstrates clear/concise/logical verbal and written business communication.
- Plans effectively; Adjusts effectively to new processes; Builds and maintains collaborative relationships.
- Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice; this includes knowledge of Medicaid managed care, behavioral health, crisis assessment and intervention, suicide intervention, recovery concepts, and community resources; Demonstrates knowledge of the Medicaid behavioral health adult and children’s systems in states where CRN has crisis contracts (e.g. Arizona); Demonstrates; concurrent management of multiple tasks and deadlines.
- Ability to act professionally and maintain appropriate boundaries with clients and staff.
- Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
- Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
- Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional, and leadership growth.
Education & Experience:
- 1-2 years of experience in the field
- Specifications: Managing high-risk, high-acuity, or crisis patients or members; Behavioral health professional preferred; Contact Center experience preferred. Crisis specialist or crisis supervisor experience, knowledge of police procedures and culture (is preferred- not required), training experience, and experience collaborating with external parties.
- GED/High School Diploma
**MUST BE ABLE TO PASS A POLICE BACKGROUND CHECK**
Full-time on-site role working at the 911 Communication Center
Working Conditions:
While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak. Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency. https://speed.cloudflare.com/
Who We Are & What We Offer:
Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Colorado. Our mission is to Inspire Hope through our talented and compassionate staff.
Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.
- Friendly work environment
- Generous paid time off (PTO)
- Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
- Competitive compensation
- Convenient office locations and Hybrid Schedule
- On-site fitness room free to all employees (Tempe Office)
- Basic Life Insurance
- Voluntary Life, Spouse, Child Insurance
- Critical Illness w/free dependents
- Critical Illness Spouse
- Short Term & Long Term Disability- Starts first of the month after 90 days of employment
- 401K & 401K Roth - Starts first of the month after 90 days of employment
- United Pet Care
- LifeLock for identity theft
- LYRA EAP Program- 25 free sessions for mental health per family member
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.
We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.