Access to Care Specialist/988 Lifeline

Position Summary/Function

This position of Access to Care Specialist is responsible for screening and facilitating admission to SpectraCare program services ensuring appropriate level of care is assigned through use of clinical criteria. Employee will complete initial telephonic screening for potential consumers and will assist with securing and confirming consumer payor source for services.

ESSENTIAL DUTIES/RESPONSIBILITIES/FUNCTIONS/TASKS

• General Responsibilities (Access to Care)

• Screens requests for services to determine the problem(s), assess risk level, and prioritize the needs of the individual.
• Facilitates admission to SpectraCare program services ensuring appropriateness of level of care through use of clinical criteria.
• Completes initial telephonic screening for potential consumers, including call intake/logs, screenings, and appointments for potential consumers.
• Affords assistance with securing and confirming consumer payor source for services.
• Provides community resources and referral information to callers and consumers.
• Provides crisis intervention and resolution, including symptomatic relief and referrals to appropriate services, when indicated.
• Demonstrates the ability to recognize the elements of a crisis state and knows how to deescalate or resolve the situation.
• Affords continuity of care of consumers.
• Adheres to professional code of ethics and customer service standards.

• General Responsibilities (988 Lifeline)

• Answers incoming calls to the 988 Lifeline Hotline and provides immediate support and counseling to individuals in crisis.
• Listens attentively and empathetically to callers, showing understanding and compassion.
• Assesses each caller's situation and determines the appropriate level of care and support required.
• Provides crisis intervention and suicide prevention strategies, using active listening and effective communication skills.
• Completes follow-up calls as appropriate following all 988 policies and procedures.
• Collaborates with SpectraCare’s team of professionals to ensure callers receive the necessary resources and referrals.
• Documents all interactions and maintains accurate and confidential records of each call.
• Stays updated on mental health resources and community services to provide accurate information and referrals to callers.
• Participates in ongoing training(s) and professional development opportunities to enhance crisis intervention skills.
• Maintains a calm and composed demeanor during high-stress situations, while prioritizing the safety and well-being of callers.

• Supervision and Consultation

• Seeks supervision and consultation as needed for Access to Care.
• If working 988 Lifeline, will also seek supervision and consultation as described in 988 policies and procedures and at any other time necessary.
• Accepts and employs suggestions for improvement.
• Actively works to enhance skills.

• Record Keeping

• Documents in an accurate and timely manner with minimal errors.
• Documentation should be in compliance with applicable standards to include but not limited to SpectraCare Policies and Procedures.
• Documents appropriate, complete, and comprehensive SpectraCare Access to Care assessments.
• Documents in a clear and concise manner.
• Documents legibly.

• Courteous and respectful attitudes towards consumers, visitors, and co-workers.

• Ability to perform all duties with minimum mistakes.

• Physical ability to work assigned shift. May require periodic overtime work to meet the organizations’ needs.

NON-ESSENTIAL DUTIES/RESPONSIBILITIES/FUNCTIONS/TASKS

• Attends departmental meetings and other assigned meetings.
• Attends all required job-related/system training.
• Assists in other areas needed.
• Conforms to system’s policies and procedures.

TRAINING REQUIREMENTS

• Complete initial new hire training.
• Complete required on the job training (OJT) training by the department.
• Obtain proper certifications needed to perform job duties.
• Complete annual training as required.
• Complete all 988 Lifeline required training.