Utah Crisis Line Crisis Worker

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

A Crisis Worker, working on the Utah Statewide CrisisLine telephonic system, will assess individuals experiencing a self-defined crisis situation, leading to appropriate crisis stabilization and making appropriate referrals. A Crisis Worker may perform screening and triage, psycho-social support, and connection to appropriate resources through call or text. Services also include collaboration with local mental health authorities in the state of Utah. As such, the Statewide CrisisLine operates as a 24/7 dispatch for Mobile Crisis Outreach Teams across the state of Utah.

Corporate Overview: University of Utah Health is an integrated academic healthcare system with five hospitals including a level 1 trauma center, eleven community health centers, over 1,600 providers, and a health plan serving over 200,000 members. University of Utah Health is nationally ranked and recognized for our academic research, quality standards and overall patient experience. In addition to our clinical delivery system, we have a School of Medicine, School of Dentistry, College of Nursing, College of Pharmacy, and College of Health providing education and training for over 1,250 providers annually. We have over 2 million patient visits annually and research grants exceeding $350 million. University of Utah Hospitals and Clinics represents our clinical operations for the larger health system.

Responsibilities

Essential Functions

• Actively engage, and make psychological contact, quickly establishing non-judgmental, understanding, and respectful relationship with every individual who calls or texts into the Helpline.
• Understand and define problems utilizing open ended questions on the what, how, when, where, who continuum to obtain a clear picture of the situation.
• Utilize closed ended questions that obtain information specific to the safety of the caller. This may include suicide prompt questions.
• Assess life-threatening situations, including risk of suicide and/or homicide, evaluate safety, acuity/danger and determine medically necessary services.
• Mobilize community resources in an efficient and effective manner, and make plans to alleviate the immediate threat/risk.
• Record keeping and policy implementation (e.g. recording essential notes in succinct form within the same work shift so they are useful to the next worker).
• Use of the consultative process, e.g. knowing who to call under what conditions.

Knowledge / Skills / Abilities

• Ability to type at least 30 WPM.
• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.
• Demonstrated excellence in verbal and written communications.
• Demonstrated computer literacy, including working knowledge of Microsoft Office applications.
• Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.
• Ability to prioritize and multi-task in a fast paced environment.
• Ability to report to work on time and avoid unnecessary absenteeism.
• Demonstrated awareness towards people with various identities from different cultural backgrounds.
• Basic suicidology, including suicide assessment of desire, intent, capability, and buffers.
• Intervention strategies including active engagement, active rescue, and collaboration, emphasize safety and prevention.
• Voluntary and involuntary hospitalization criteria and procedures.

Qualifications

Required

Candidates must be eligible to apply for the State Crisis Worker Certification within a year using one of the following methods OR be granted a certification through an exemption from the State:

• (a) Individuals licensed under Utah Department of Professional Licensing for any health or behavioral health license;
• (b) Individuals with a minimum of bachelor’s degree in a human service related field;
• (c) Individuals certified as a Certified Peer Support Specialist for a minimum of one year;
• (d) Individuals certified as Case Managers for a minimum of one year; or
• (e) Individuals certified as Family Resource Facilitator for a minimum of one year.

Qualifications (Preferred)

Preferred

• One year customer service experience.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• Employee must be able to meet the following requirements with or without an accommodation. This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Listening, Manual Dexterity, Near Vision, Sitting, Speaking