Job Number: 23-257-11595

Job Summary: The Mental Health Triage Specialist is an integral part of a collaborative team at the City's 911 Call Center (CTECC). The program mission is to divert police by connecting individuals who call 911 in mental health crisis to appropriate community-based resources. The Mental Health Triage Specialist is embedded on the floor of the 911 Call Center and plays a key role in the implementation of this mission. The primary responsibilities of the position include screening, assessment, triage, consultation, de-escalation, follow-up telephone calls, and provision of referrals. The Mental Health Triage Specialists also have an option to provide face-to-face crisis assessments alongside the EMCOT response team and/or the Travis County EMS Community Health Paramedic (CHP) team. Clinicians are trained to use evidenced-based interventions and utilize a trauma-informed, person-centered, and equitable approach when speaking with callers. This is a 24/7 program, and employees are considered essential staff. Employees work under the supervision of licensed clinicians.

Area Specific Duties and Skills

• Receive direct transfer of calls from individuals seeking mental health assistance via 911 or telehealth;
• Provide de-escalation services to individuals calling 911 in distress while police are en route;
• Intercept calls eligible for mental health screening that are pending police response with goal of cancelling police response;
• Determine need for mental health service intervention through assessment of demographic, social, and clinical information;
• Determine the level of risk of harm to self or others;
• Determine urgency of response based on caller presenting risk factors including, but not limited to, identification of acute psychosis, possible suicidal behavior or thoughts, thoughts to harm others;
• Initiate referral to appropriate response based on identification of urgency, including emergency response where extreme and high urgency is identified;
• Give caller clear and concise information about the services available and options for further assessment or treatment including to call back should the situation escalate;
• Ensure that the client / consumer has a clear understanding of the triage process and subsequent follow up actions;
• Provide follow-up telephone contact for identified persons;
• Use technology such as Austin Police Department Computer Aided Dispatch (CAD), Integral Care electronic health record, Microsoft Teams for telehealth, and Office 365;
• Optional duties may include responding in the field for crisis assessments as part of the EMS Community Health Paramedic (EMS-CHP) team and/or EMCOT field response team.

This position may have additional duties associated with providing bilingual communication services and requires the completion of a language competency test.

Regular, predictable attendance is considered to be an essential requirement for this position. Other duties may be assigned. May require a flexible work schedule.

Integral Care employees are to be committed to fostering an open, inclusive, and supportive environment that welcomes and embraces diversity in all forms. Integral Care defines diversity broadly to include race, ethnicity, abilities (mental/physical), gender, gender identity, immigrant status, language, religion, sexual orientation, socioeconomic status, veteran status, age, and other groups.

Integral Care employees are to strive to maintain a trauma sensitive workplace, to embrace trauma sensitive and informed practices, and to foster a supportive and welcoming environment of care.

Education:

Required:

• Graduated from an accredited college or university with a Bachelor's degree with a major specialization in Human/Behavioral/Social Services or related field.

License:

• Current and valid driver's license and a clean driving record.
• Center certification (QHMP-CS) to perform case management.

Experience:

Preferred:

• Bilingual in Spanish

Hours: Full-time; Workdays: Sunday-Saturday (rotating shifts), Workhours; 3 days 6a-6p, or 3 days 6p-6a, or 4 days 12pm-10pm