The Job/What You'll Do:

This role is responsible for ensuring strong collaboration between Solari Crisis and Human Services and police departments with the goal of increasing the amount of calls diverted from the 911 system to the crisis system. Includes co-locating in 911 dispatch centers, creating trainings, completing training of law enforcement personnel, and operating as a crisis specialist as scheduled.

MUST be able to pass Police Background Check

Responsibilities

Law Enforcement Crisis Liaison

• Co-locates in person at 911 dispatch centers. Provide in the moment training and coaching of 911 staff. Actively coordinates between police and Solari to assist community members. Actively fosters positive relationships and culture between Solari and first responders.
• Collaborates with Contact Center Leadership and 911 leadership to develop trainings on mental health and the crisis system.
• Completes trainings for law enforcement personnel, including CIT trainings, recorded trainings, and in person classroom trainings of 911 staff.
• Attends community, stakeholder, and system partner events to improve coordination and collaboration between the crisis system and police.
• Utilize knowledge of healthcare industry standards and clinical assessment and intervention skills resulting in crisis or contact resolution.
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
• Provide health education and community resources based on the intervention provided.
• Assist in communication collaboration between crisis specialists, crisis supervisors, and 911 centers on calls from and to co-located centers when on site as needed.
• Other tasks and duties as assigned.

Crisis Specialist

• Respond to incoming contacts and requests for crisis and healthcare services across all contracts within scope of employee work; completes outbound calls, emails, text, or chat to effectively coordinate care and resolve crisis situations; operate with accuracy, compassion, and efficiency.
• 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.
• Participate in required training, supervision, meetings, and clinical oversight; demonstrates enhanced knowledge and skill over tenure at Solari for of new contracts, suicide intervention and prevention, the behavioral health and medical healthcare systems, Medicaid or Medicare managed care, mental health and diagnostics, community resources, effective communication, active listening, speech analytics, contact center industry standards, and recovery and resiliency practices.
• 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 tasks and duties as assigned.

Knowledge, Skills, Abilities:

• Critical thinking and effective decision-making for managing high-acuity crisis requests and decision making skills that facilitate safety and crisis resolution;
• 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 (e.g. Arizona);
• Demonstrates; concurrent management of multiple tasks and deadlines.
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

• 1-2 years of experience in BH field with background in Law Enforcement Preferred
• GED/High School
  • (NOTE: A comparable combination of education/experience and/or training will be considered equivalent to the education listed above.)
    • • High school diploma or equivalency and four years of full-time behavioral health work experience; or
      • Associate's degree and at least two years of full-time behavioral health work experience,
      • Bachelor's degree in behavioral health or healthcare-related field and one year of work or volunteer behavioral health experience,
      • Bachelor's Degree in an unrelated field plus two years of healthcare experience,
      • Master's degree in behavioral health or healthcare-related field.
      • MUST be able to pass Police Background Check

Hybrid role - Must be able to work out of multiple police departments, primarily out of Gilbert 911 PD.

Work schedule: Tuesday/Friday 1200-2230 (Police Department) /Thursday/Saturday 1200-2230 (Crisis Specialist)