911 Diversion Specialist Fri - Mon 7am - 3pm (30)

Job description

Initial training for this position is expected to take 3 to 4 months. Training will occur Monday-Friday 11am-7pm on-site at Contact's main office and the Onondaga County E-911 center. Differentials: weekdays 11pm-7am +$2/hour; all weekend hours +$5/hour

The Diversion Specialist plays a pivotal role in Onondaga County's Person in Crisis (PIC) Navigation Program. This position provides immediate mental health support and crisis intervention to individuals in distress who contact Onondaga County 911. This role is crucial in ensuring that individuals experiencing mental health or substance use crises receive appropriate care and support. This position may be scheduled as either a 911 crisis counselor or a PIC coordinator at the Onondaga County E-911 Center.

Duties and Responsibilities
911 Crisis Counselor
• Respond to 911 calls involving mental health and substance use crises, providing telephonic support with compassion and in accordance with the organization's training and scope
• Conduct initial assessments to determine the mental health and substance use needs of individuals in crisis
• Develop and implement crisis intervention plans tailored to the individual's needs, including telephonic de-escalation, referrals to community resources, or connection to community safety net programs
• Refer calls needing a high level of care to appropriate emergency responders, including police, fire, EMS, and human service dispatch team and collaborate with E-911 staff and emergency responders to ensure coordinated care
• Offer follow-up support and referrals to appropriate mental health and substance use services and resources

PIC Coordinator
• Receive and prioritize requests for human service dispatch from 911 crisis counselor, law enforcement, and other emergency services personnel
• Dispatch appropriate human service response in a timely and efficient manner, ensuring coordination with person in crisis, community response team, law enforcement, and EMS
• Monitor the status of ongoing responses, relay information between responders, and provide updates to E-911 and partners as needed
• Support E-911 Technical Advisor by reviewing all incoming calls to determine appropriateness of human service response

General Responsibilities
• Ensure successful implementation of the PIC Navigation Program general order guidelines and protocols
• Support EMS in connecting individuals to treatment or appropriate services following a mental health or substance use crisis, including opioid overdoses or other opioid-related emergencies
• Facilitate education and access to treatment, prevention, and recovery services, including for persons with opioid use disorder, substance use disorder, and mental health conditions
• Maintain accurate and timely documentation of all interactions and interventions, in both E-911 CAD system and Contact's iCarol system
• Act as call center Crisis Specialist responding to 988, 211, and community crisis lines, as scheduled
• Participate in ongoing training and professional development to stay current with best practices in crisis intervention, human services emergency response, mental health, and substance use
• Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
• Meet call center performance metrics, as defined by agency and accrediting bodies
• Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
• Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
• Complete all required program and/or funder training and all required agency training such as NYS Mandated Reporter, Sexual Harassment etc
Education Requirements
• Associate degree in a mental health, social work, psychology, counseling, or related human services field is required. Bachelor's degree strongly preferred.
• Advanced degrees (e.g., MSW, MA in Counseling, etc.) may substitute for some or all required experience.
Previous Experience Requirement
• Required: At least 1 year of experience in a mental/behavioral health setting, ideally involving crisis intervention, suicide prevention, or work in a crisis call center.
• Experience in de-escalation, risk assessment, and coordinating care or referrals for individuals in crisis is highly valued.
• Candidates with higher levels of education may be considered in lieu of direct crisis experience, provided they demonstrate a strong understanding of crisis response principles and practices.

Knowledge and Skills Needed to Perform Effectively in this Position
• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately
• Strong problem-solving abilities and critical thinking skills to assess needs, adjust to rapidly changing situations, handle various types of crises and provide appropriate referrals
• Ability to work under pressure and handle high call volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decision-making skills
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies
• Work closely with team members and supervisors to ensure seamless operations

Additional Requirements
• Must submit to and pass background checks including fingerprinting and educational verification if required.
• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Required to pass AAS Crisis Specialist and Inform USA Community Resource Specialist certification exams as soon as eligible and meet qualifications to maintain certifications
• Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• Recognize and value diversity within the work environment. Be an effective team player, value and be respectful of individual differences
• Access to reliable daily transportation to travel to E-911 and office sites as needed.
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)
• Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.
• Regular walking, driving, and the ability to lift up to 20 pounds.
• Reasonable accommodation will be made for individuals with disabilities

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.


Contact Community Services, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.