911 Diversion Specialist Sunday - Thursday 3pm - 11pm

About the role

Are you passionate about helping people in crisis while creating positive change in your community? As a 911 Diversion Specialist, you will be at the forefront of an innovative approach to emergency response, helping connect individuals experiencing mental health, substance use, or other social service needs to the right support at the right time. Working in partnership with 911 dispatchers, law enforcement, emergency medical services, behavioral health providers, and community organizations, you will assess situations, provide immediate intervention, and coordinate connections to appropriate resources. Your work will help reduce unnecessary emergency room visits, law enforcement involvement, and repeat crisis calls while improving outcomes for individuals and families. This position offers a unique opportunity to make a meaningful impact by combining crisis intervention, case coordination, advocacy, and community collaboration. The ideal candidate is compassionate, resourceful, and committed to supporting individuals with dignity while promoting public safety and community well-being.

Initial training for this position is expected to take 3 to 4 months. Training will occur Monday–Friday, 11 a.m.–7 p.m. on‑site at Contact’s main office and the Onondaga County E‑911 center. Shift differentials apply: weekdays 11 p.m.–7 a.m. +$2/hour; all weekend hours +$5/hour.

Responsibilities

• Respond to 911 calls involving mental health and substance use crises or other human service concerns
• Develop and implement crisis intervention plans tailored to the individual’s needs, including telephonic de‑escalation, referrals to community resources, or connections to community safety net programs
• Maintain resource list for human response teams, including contact information, hours of operation, and eligibility requirements
• Receive and prioritize requests for human service dispatch from crisis counselors, law enforcement, and other emergency services personnel
• Dispatch appropriate human service response in a timely and efficient manner, ensuring communication with the person in crisis, community response team, law enforcement, and EMS
• Monitor the status of ongoing responses, relay information between responders, and provide updates to E911 and partners as needed
• Maintain accurate and timely documentation of all interactions and interventions, including response type and outcomes

Requirements

• Associate’s degree in mental health, social work, human services, or other related field of study required; Bachelor’s degree strongly preferred
• Minimum of one year experience working in a crisis call center, mental health, social services, or related behavioral health setting
• Demonstrated ability to manage crises effectively

Physical requirements

Sitting at a computer for long periods of time; entering data; listening and speaking clearly on the telephone. Regular walking, driving, and the ability to lift up to 20 pounds. Reasonable accommodation will be made for individuals with disabilities.