Law Enforcement Crisis Liaison - Flagstaff PD

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

• 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.
• Aid 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.
• Techincal, 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.
• 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.

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.