Crisis Line Clinician

Crisis Line Clinician (Onsite Only)

Department/Care Stream: Suicide Prevention

LIA Reporting Structure

Timecard Approver: Director of Healthcare Delivery Operations- Suicide Prevention

Primary: Director of Healthcare Delivery Operations- Suicide Prevention

Secondary: Suicide Prevention Program Manager

Status: Full-Time


FLSA: Exempt


Location: South Valley 2 Center


Pay Range: $87,360-$98,670/yr.

EEO-1: Professional

Organization Information

WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you!

We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve.

As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care.

To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines.

Position Summary

The Crisis Line Clinician is responsible for answering suicide prevention and crisis hotline phone calls (Suicide Prevention Crisis Lines, 9-8-8 mental health and crisis line) providing risk assessment, crisis intervention, emotional support, safety planning, and linkage to appropriate resources for callers in a mental health crisis or experiencing symptoms of psychosis or substance use dependence.


Required Qualifications

• Registered in good standing with the Board of Behavioral Sciences as an ACSW, AMFT, APCC
• Licensed providers and BBS registrants who have passed the CA Law and Ethics Exam are preferred.
• One year of experience in a variety of clinical assessments, treatment planning, and counseling issues, including suicide risk, chemical dependency, co-occurring disorders, and trauma-informed care preferred;
• Experience with brief interventions, including Motivational Interviewing, Dialectical Behavioral Therapy, and Trauma Informed Cognitive Behavioral Therapy (TI-CBT) preferred;
• Communicate clearly and concisely, both verbally and in writing, and demonstrate a high level of listening skills.
• Ability to consistently adhere to crisis center program policies and procedures and meet monthly minimum key performance indicators (KPI's).
• Ability to abide by standards of professional ethics and adherence to national standards, trainings, and practices in the field of suicide prevention.
• Successful completion of all crisis center training and a passing score on the crisis line counselor exam within the first 21 days of employment. A passing score and/or final evaluation is required before being released to work alone.
• Skilled in the use of technology including multiple line telephones, computers (PC), laptops, and software including Microsoft Word, PowerPoint, Excel, Outlook, email, and electronic health records.
• Strong interpersonal skills and experience working with diverse populations.
• Compliance with all state and federal laws and regulations as they pertain to the position including HIPAA, sexual harassment, Mandated Reporting, Scope of Practice, OSHA, etc.
• Ability to understand and promote the mission, vision, and values of WellSpace Health both in the workplace and in the community.
• Fluency in additional languages is desirable.
• Ability to abide by agency code of ethics and Crisis Center code of ethics.
• Demonstrated commitment to the provision of services for the underserved and sensitive working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
• Willingness to work flexible hours, including overnight shifts, holidays, weekends, and evenings, and change as needed according to coverage needs.
• Ability to work independently with confidence, as well as working as an integral part of a team of professionals.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking, and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.

Essential Responsibilities

• Provide supervision and consultation to coordinators, leads, and staff providing crisis counseling services to clients with suicidal ideations, mental health diagnoses or symptoms, substance use disorders, or both.
• Respond to 24-hour mental health & suicide prevention crisis lines, Crisis Chats/Texts, and provide empathetic emotional support, risk assessment, crisis intervention and treatment, safety planning, and linkage to supportive referrals to callers in a consistent and non-judgmental manner.
• Screen and link callers with higher levels of service as clinically indicated, such as mobile crisis teams and crisis stabilization units, or other less intrusive and appropriate resources such as a crisis respite or a mental health urgent care clinic or outpatient counseling.
• Consult with Program Manager, Associate Director, Clinical Program Manager, or Program Director as needed to support a trauma-informed approach, and enhance cultural sensitivity and effectiveness in performing crisis intervention services.
• Keep accurate records maintaining confidentiality of calls and callers, and assisting with crisis center other clinical activities.
• Initiate and continue Follow Up calls as well as answer other crisis line phone calls and provide follow up, chats, and texts.
• Consistently adhere to national standards, trainings, and practices and accurately assess each individual for suicide risk following evidence-based assessment protocols and practices; provide adequate and relevant safety/action planning for each caller.
• Provide callers with self-management skills and tools to enhance their participation in their treatment and recovery.
• Provide Motivational Interviewing and Screening, Brief Intervention, and Referral to Treatment to improve abstinence and harm reduction outcomes for people with substance use disorders.
• Perform risk assessment and crisis management, identifying high-risk, high-need callers and connecting them to appropriate services.
• Offer and provide follow-up calls as clinically indicated or required by the program.
• Consistently gather demographic information and engage callers in agency and program QI/QA efforts such as Satisfaction Surveys as required for reporting.
• Follow through on Imminent Risk calls to ensure emergency contact is made with callers and confirm outcomes or re-engage callers as indicated.
• Document all caller interactions according to WellSpace Health policies and timelines.
• Maintain confidentiality according to HIPAA requirements for all caller communications.
• Make warm referrals to specialty mental health and other specialty services when clinically indicated such as Mobile Crisis Teams, Crisis Stabilization Units, MHUCC, the VA, or others as directed, as well as within WellSpace Health as appropriate.
• Engage in ongoing trainings and regular clinical supervision to maintain quality care and adherence to standards of practice for the crisis center.
• Under the supervision of the Clinical Program Manager, comply with all Mandated Reporter requirements and documentation.
• Assist with related data collection as it relates to crisis contacts and demographics, outcomes,

quality assurance, and quality improvement.

• Other duties as assigned.

Benefits

Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually

Physical Demands and Work Environment

The work environment is characteristic of a medical clinic environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands and arms to reach. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client's use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Health is committed to the principals of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WellSpace Health is an Equal Opportunity Employer