Dispatch Coordinator Contingent

Principal Duties And Responsibilities

• Acts as the primary liaison between the crisis representative and the mobile crisis team.
• Receives complete and accurate information from crisis representatives and relays information to the mobile crisis team.
• Utilizes the MHWIN dispatch system to deploy the mobile crisis team.
• Responds to crisis calls and referrals for mobile crisis deployment.
• Utilizes de-escalation techniques and crisis interventions for callers in crisis.
• Completes a triage to provide an initial assessment of the individual’s needs.
• Affirms assess callers when there may be a potential for suicide using the Columbia Suicide Severity Rating Scale.
• Manages a high call volume while performing other required duties.
• Documents each encounter concurrently while in-call.
• Utilizes knowledge of community resources.
• Participates in agency and system staff meetings.

Knowledge, Skills And Abilities (ksa’s)

• Knowledge of DWIHN policies, procedures, and practices.
• Knowledge of the DWIHN provider network and community resources.
• Knowledge of the Michigan Mental Health Code.
• Knowledge of behavioral health and mental health principles and practices.
• Knowledge of the Michigan Medicaid Provider Manual.
• Knowledge of MWHIN.
• Knowledge of compliance standards.
• Knowledge of call screening techniques and phone etiquette.
• Knowledge of policies and procedures for receiving and processing emergency calls.
• Knowledge of customer service principles and practices.
• Knowledge of crisis training and experience in de-escalation, i.e., suicide prevention, development of crisis plans, trauma informed care, etc.
• Knowledge of emergency and general dispatch procedures and practices.
• Assessment skills.
• Evaluation skills.
• Decision Making skills.
• Interpersonal skills.
• Customer Service skills.
• Communication skills.
• Active Listening skills.
• Computer skills (Word, Excel, Access, Power Point, Outlook, Teams).
• Teamwork Skills.
• Ability to communicate orally.
• Ability to communicate in writing.
• Ability to work effectively with others.
• Ability to work with an ethnically, linguistically, culturally, economically and socially diverse population.
• Judgement/Reasoning ability.

Required Education

A High School diploma, GED, or its equivalent.

Required Experience

Two (2) years of full-time paid professional experience working in a human service, social service, mental health or behavioral health setting. AND Two (2) years of full-time paid professional experience performing customer service, dispatch, emergency/crisis response, peer support or related experience.

Required License(s)

A valid State of Michigan Driver’s License with a safe and acceptable driving record.