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Job description
The Behavioral Health Diversion Specialist will provide crisis intervention support telephonically to individuals who are transferred from the Prince George's County 9-1-1 Call Center and support other call center functions.
Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match callers with needed information. Specialists are needed to be warm, compassionate, patient, calm in crisis situations, and open to continued growth and development. This is a hybrid position. Candidates must reside within 50 miles of Hyattsville, MD and be able to travel to the MD headquarters for in-person training and meetings.
* Candidates must be able to participate in and complete mandatory orientation and training during the first 6 weeks of employment.
Available shifts
Full-time and Part-time positions
Weekdays and weekends
A weekend shift is required
All shifts: Day, 8am-4pm
Evening, 4pm-12am
Overnight, 12am-8am
Qualifications: At least two years of experience working with persons of crisis.
Completes ASIST Training
Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member.
Successful use of Language Line and TTD services.
Bachelor's Degree in human services or related field required.
Must have a computer/laptop, high-speed internet and a quiet workspace
Competencies: Respectfulness & Relationship Building: Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
Commitment to Quality Service: Builds and maintains client/community satisfaction with the services offered.
Team Focused & Collaborative: Promotes cooperation and commitment within a team to achieve goals and objectives.
Self-Accountability & Work Standards: Sets high standards of performance for self and assumes responsibility and accountability for successfully completing assignments or tasks.
Stress tolerance & Unflappability: Maintains composure in highly stressful or adverse situations.
Professionalism and Personal Boundaries: Conducts self within appropriate and expected professional boundaries and policies.
Conflict Management: Helps others to effectively resolve complex or sensitive disagreements or conflicts.
Valuing Differences: Helps to create an environment that embraces and appreciates differences.
Confidentiality, Integrity, Ethics and Trust: Maintains confidentiality and earns others' trust and respect through consistent honesty and professionalism in all interactions.
Responsibilities Ensures appropriate answer rates for the 9-1-1 Diversion Line
Is a liaison for CCSI call takers and 9-1-1 as needed
Thoroughly and accurately complete statistics sheet on each call in iCarol.
Keeps updated through basecamp/slack communication.
Communicate problems to supervisors when necessary.
Abides by all hotline policies and procedures, uses Language Line as needed, has good communication skills, shows empathy to all callers/clients
Maintains confidentiality of callers and agency
Provide counseling, information and referrals to callers. Completes referrals to other services as needed
Attend in-services and meetings as scheduled
Works holidays as needed, assists in maintaining 24/7 shift coverage; hotline specialists are essential personnel and must report as essential personnel.
Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI.
Administrative Duties: Abides by CCSI policies and procedures.
Arrive on time to worksite.
Always shows empathy to participants.
Adheres to agency policies and work rules.
Strict adherence to CCSI's confidentiality policies and code of ethics.
Attends agency meetings as required, including the monthly mandatory shelter team meeting and supervision meetings.
Possess basic computer skills.
Attends trainings and continuing education activities as assigned.
Utilizes critical thinking skills, exercises appropriate personal responsibility, and retains a positive outlook amidst challenging circumstances.
Maintain professional boundaries with program participants.
An understanding and respect for the confidentiality of guests.
Performs other expectations as assigned.
Work Conditions Holidays, evening, and weekend coverage required, depending on scheduled shifts
Hours are flexible to meet program needs
Potential exposure to highly emotional and stressful situations, and potential exposure to aggressive encounters via chat/text
Benefits Health & Vision Insurance (FT Status)
Dental Insurance (FT Status)
Life & Disability Insurance (FT Status)
401(k) Retirement Services
Employee Assistance Program
Flexible Spending Account
Holiday Premium Pay
Paid Time Off
Referral Program
Perks at Work
Equal Employment Opportunity
Community Crisis Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. To learn more about Community Crisis Services Inc. and other exciting and fulfilling career opportunities, please visit us at:
Worksite address
hyattsville, MD, 20780, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.