Call Center Engagement Coordinator
Full Time
Mount Vernon, NY 10553
Posted
Job description
POSITION: Call Center Engagement Coordinator (LMSW/LMHC/LCSW/LMFT)
HOURS: Full-Time, 35 hours
Location: Mount Vernon, NY
Rate of Pay: $30.22
Position Summary: The clinical team for The Guidance Center of Westchester’s Certified Community Behavioral Health Center (CCBHC) Community Engagement Center is responsible for providing quality coordinated crisis response, screening, engagement, and linkages to care for mental health, alcoholism/addiction and other substance use, physical health, and supportive services. The CCBHC Community Engagement Center’s interdisciplinary team includes psychotherapists, psychiatry, medical/nursing, care managers, peers, an engagement specialist, a court liaison and 24/7 Intake/Hotline staff. With the support of federal SAMHSA CCBHC funding, The Guidance Center of Westchester is able to provide services to individuals of all ages regardless of ability to pay, insurance or residence.
Position Responsibilities:
- Responsible for supervision of all Call Center Engagement Specialist staff and ensuring that call center calls are answered in 24/7 shifts, all 7 days per week, in response to urgent emergency situations.
- Serves as intake, engagement, and crisis counselor to all calls or in person for walk-ins.
- Develops and implements appropriate responses in collaboration with Program Director and/or Clinical Directors including immediate hospitalization and/or referrals to other medical and mental health care offices.
- Support in helping participants overcome barriers to care (ie., transportation, childcare, “fit” with providers/programs and motivation).
- Ensures that all cases are appropriately referred within TGCW Behavioral Health Departments and/or DCO’s.
- Coordinate interpretation support as needed.
- Helps families identify and resolve potential impediments to keeping appointments at the scheduled time.
- Runs a daily report of no-show appointments and outreach to clients via phone to help families and adults engage in treatment and /or delegates to call center staff
- Actively participates in interdisciplinary treatment planning team meetings, supervision, and other staff development activities.
- Provides representation at community meetings to keep community updated on TGCW’s CCBHC.
- Utilize the agency’s electronic health records system to ensure proper and timely completion of clinical documentation, program statistics, and outcome data.
- Responsible for creating and providing team schedules including coverage needs, holidays and weekends
- Provide trainings and facilitate staff meetings to all Call Center staff
- Responsible to collect and provide all reporting requirements internally and to external oversight agencies
Required Skills/Abilities:
- Ability to identify emergency crisis situations and respond
- Able to stabilize crisis situations through telephonic and in-person support.
- Ability to do screenings to ascertain appropriateness for TGCW programs or other community-based programs.
- Knowledge of mental illness, the interface between mental health and medical conditions and systems, substance use and care management.
- Knowledge and awareness of evidence-based practices as well as the ability to implement these approaches.
- Knowledge of services and systems available in the community including primary health care, support services, and community resources.
- Strong engagement and interpersonal skills
- Knowledge and experience with clinical documentation in EMR
- Outstanding communication skills, both written and verbal and great organizational skills
- Ensure that cases are appropriately referred within TGCW Behavioral Health departments and/or DCOs.
- Coordinate interpretation support as needed.
- Completion of orientation/initial documentation for behavioral health services, insurance verification, creating admission charts.
- Engagement and outreach of TGCW participants for scheduling or other needed follow up as appropriate.
- Case Management support to participants including follow up.
- GPRA and NOMS completion.
- Provide support as needed and participate in quality coordinated crisis response and community well-checks.
- Will include rotating holidays; some weekends and evening coverage may be required
Qualifications:
- NYS LMSW, LMHC, or LMFT, with CASAC (preferred)
- At least 2+ years’ experience in direct clinical care/practice for the full age range, including crisis care and high-risk populations.
- Ability to identify emergency crisis situations and respond.
- Ability to stabilize crisis situations through telephonic and in-person support.
-Ability to do screenings to ascertain appropriateness for TGCW programs or other community- based programs.
- CASAC-T or CASAC a plus.
Skills / Knowledge Required:
- Positive attitude and demeanor with an ability to engage individuals of diverse backgrounds, perspectives, and needs.
- Organized, solution-focused team player that supports a collaborative and supportive interdisciplinary team approach.
- Knowledge of services and systems available in the community including primary health care, support services and community resources.
- Strong engagement and interpersonal skills.
- Knowledge and experience with clinical documentation in EMR
- This is an onsite position unless otherwise specified and approved; subject to change
Travel Requirements:
25% throughout Westchester as needed.
Physical Requirements: Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the position, which are reviewed in each case.
EEO Statement: The Guidance Center of Westchester (TGCW) is an equal opportunity employer. We value a diverse workforce and an inclusive culture. TGCW encourages applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, and veteran status.
TGCW undertakes affirmative action strategies in its recruitment and employment efforts to assure that persons with disabilities have full opportunities for employment in all positions.
We encourage applicants with disabilities who may need accommodations in the application process to contact: droyal at theguidancecenter.org. Correspondence sent to this email address that is not related to requests for accommodations will not be reviewed. Applicants should follow the instructions above regarding how to apply.
EEO, AAE, M/F/D/
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