Crisis Specialist I

Job Description

Job Description

Work Location: Remote - Must live in Oklahoma

Available Full-Time Shifts: We currently have five shift options open. Specific shift assignments are discussed and finalized during the interview process.

• Sun-Mon and Fri-Sat: 7:30 PM to 6:00 AM
• Wed 2:00 PM to 7:30 PM and Thurs-Sat: 7:30 AM to 7:30 PM
• Mon-Tues and Fri-Sat: 3:30 AM to 2:00 PM
• Sun-Tues and Fri: 11:00 AM to 9:30 PM
• Sun-Tues 6:30 PM to 6:30 AM and Fri 6:30 AM to 12:00 AM

The Job/What You'll Do:

The Crisis Specialist is responsible for receiving, responding to, and triaging crisis and healthcare requests.  Screens and triages incoming requests, completes an assessment and intervention, ensures safety, coordinates care, and documents the interaction in an electronic health record (EHR). Promotes and maintains an organizational culture that is focused on Solari's core values.  This is realized by demonstrating the following outcomes:  safety, recovery and resiliency, engagement, crisis assessment and intervention, hope, efficiency, quality, accuracy, and service excellence.

Responsibilities:

• Answers all incoming contacts/calls and requests for crisis and healthcare services across all contracts within the scope of employee work; completes outbound calls, emails, texts, or chats to effectively coordinate care and resolve crisis situations; operates with accuracy, compassion, and efficiency.  
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.       
• 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.   
• Utilize knowledge of healthcare industry standards and clinical screening and intervention skills, resulting in crisis or contact resolution.         
• Provide health education and community resources based on the intervention provided.   
• Participate in required training, supervision, meetings, and clinical oversight.
• Demonstrate enhanced knowledge and skill over tenure at Solari for new contracts, suicide intervention and prevention, the behavioral health and medical healthcare systems, Medicaid or Medicare managed care, contact center industry standards, and community resources
• Interact with effective communication and active listening while utilizing recovery and resiliency practices.        
• Demonstrate effective documentation skills; 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 duties as assigned,

Knowledge, Skills, Abilities:

• Critical thinking and effective clinical decision-making for managing high-acuity crisis requests and decision-making skills that facilitate safety and crisis resolution; Uses appropriate methods and a flexible interpersonal style to help build a successful, cohesive team;
• Demonstrates clear/concise/logical verbal and written business communication;
• Plans effectively;
• Adjusts effectively to new processes;
• Builds and maintains collaborative relationships;
• Technical, 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 Solari has crisis contracts; Demonstrates concurrent management of multiple tasks and deadlines.

Education & Experience:

• Minimum of a Bachelor's Degree (or higher)  in a behavioral health, substance use, or psychiatric healthcare-related field, and
• At least two (2) years of experience in a mental health or substance use field managing high-risk, high-acuity, or crisis patients or members is required.
• Behavioral health professional preferred.
• Contact Center experience preferred.

Work Location: Remote - Must live in Oklahoma

The candidate's applicable education and experience will determine where a candidate falls in the position range.

Pay Range

$22.12—$24.45 USD

Working Conditions:

While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  Exposure to noise typical with office operations.  Ability to hear and speak. Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency.

Who We Are & What We Offer:

Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Colorado. Our mission is to Inspire Hope through our talented and compassionate staff.

Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.

• Friendly work environment
• Generous paid time off (PTO)
• Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
• Competitive compensation
• Convenient office locations and Hybrid Schedule
• On-site fitness room free to all employees (Tempe Office)
• Basic Life Insurance
• Voluntary Life, Spouse, Child Insurance
• Critical Illness w/free dependents
• Critical Illness Spouse
• Short Term & Long Term Disability- Starts first of the month after 90 days of employment
• 401K & 401K Roth - Starts first of the month after 90 days of employment
• United Pet Care
• LifeLock for identity theft
• LYRA EAP Program- 25 free sessions for mental health per family member

Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.

We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.