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911 Care Coordinator Supervisor - In partnership with City of Dallas

(There is no relocation assistance for this position)

Position’s Role Summary:

Do you have a passion for helping others and want a career where you can make a difference? Then join our NTBHA team. We have proved to be a strong, self-sufficient and enduring foundation within our community. We are committed to connecting and serving our clients where they live. Please apply if you want to build a career here!

Must provide and undergo the following City of Dallas background investigation which includes:

• Driver License or State Issued Identification Card
• 10 Panel drug screen
• Psychological profile
• Marriage License(s) if applicable
• Divorce Decree(s) if applicable
• Military (DD214 – Member 4 copy) if applicable
• Birth Certificate (original copy) or Certificate of Naturalization
• High School Transcript or GED
• College transcripts

North Texas Behavioral Health Authority (NTBHA) is the Local Behavioral Health Authority (LBHA) contracted by Texas Health and Human Services Commission (HHSC) to provide mental health and substance use disorder services to qualified indigent consumers in our six-county region of Dallas, Ellis, Hunt, Kaufman, Navarro, and Rockwall Counties.

We are responsible for developing a collaborative system of care for individuals in crisis in the NTBHA service area. We are focused on trauma-informed, resilience-oriented care in all services provided.

This position’s actions and work must align with NTBHA values and goals, regulations, and policies and procedures, and meet all documentation standards and regulatory requirements.

NTBHA is seeking a person with excellent organizational and clinical skills to work in conjunction with the Dallas 911 Call Center. This position will supervise Care Coordinators working with the RIGHT Care Team partners in screening incoming calls, conducting risk assessment and triage over the phone, and coordinating appropriate behavioral health services responses. The 911 Call Center Supervisor will work in accordance with City of Dallas call procedures as well as NTBHA policies and procedures. Specialized training in Texas Commission On Law Enforcement telecommunicator licensing will be required. Additional intensive background checks appropriate to involvement in law enforcement operations are part of the training and preparation, and successful completion of these is required for continued employment in this role. This background check will be conducted by the Dallas Police Department and will include such items as a personal history statement, criminal background check, drug and psychological test, and a reference check.

The position will supervise Care Coordinators who provide initial telephonic crisis intervention, call coordination with the call center and dispatch, as well as both the RIGHT Care and chronic care community outreach teams. Their role is to perform required triage and assessment of 911 calls with behavioral health components and to work with City of Dallas staff (including Dallas Police Department officials) in order to recognize high priority, urgent, and routine behavioral health needs. The 911 Call Center Care Coordinator will then assist relevant staff in making appropriate referrals to available resources. The 911 Call Center Supervisor will also assist in the call process as needed.

The 911 Call Center Supervisor will communicate consistently and effectively with Dallas Police Department, Dallas Fire Department, Parkland social work, City of Dallas, and other NTBHA staff regarding clients’ progress, barriers, and needs. The 911 Call Center Supervisor will be expected to work closely and collaboratively with community mental health agencies and relevant first responder regarding clients in order to develop effective responses to citizens in need.

This position is part of a first responder crisis intervention program and requires a high level of professional commitment. Punctuality, reliability, consistent attendance, attention to detail, and the ability to work with a team in flexible and dynamic situations is required. This position requires shift work to cover 24 hour services seven days a week and on-call rotations.

This position may require travel in counties served by NTBHA (Dallas, Ellis, Rockwall, Kaufman, Navarro, and Hunt and potentially other areas) on a limited basis. Reliable transportation and valid driver’s license and car insurance are required. Will require cellular availability after hours and flexible work hours to meet program needs. Responsible for adherence to and compliance with NTBHA policies and procedures as well as state and federal regulatory codes. This position will require certification as a TCOLE communicator. Additional training relevant to telephonic crisis intervention will also be required.

Qualifications required:

• An advanced degree in psychology, social work, behavioral health, or related field
• Full unencumbered license as an LPHA is required
• Minimum of three years of experience in community mental health working with individuals having severe persistent mental illness and substance use disorders that includes crisis services
• Experience in telephone or field crisis response teams
• Experience with Mental Health First Aid or Psychological First Aid and de-escalation techniques
• Experience in providing psychosocial education, skills training, or assessments, particularly with the target population
• TCOLE telecommunicator experience is beneficial but not required
• Experience with participating in a treatment team that works with persons with severe persistent mental illness and substance use disorders
• Knowledge of the Texas crisis response requirements
• Knowledge of the various community resources and providers within the NTBHA service area including (but not limited to) supportive housing and employment, shelters, food banks, social service agencies, charities, medical and behavioral health providers, and other resources for the indigent population
• Possess and maintain a valid driver’s license.
• Pass and maintain a clear background record as required for healthcare organization under state and federal contracts
• Pass and maintain a clear background check through Dallas Police Department to include such items as a personal history statement, criminal background check, drug and psychological test, and a reference check

Job duties, responsibilities, and skills:

• Use NTBHA’s approved curriculum and assessments with clients in accordance with their developmental and cognitive abilities as well as their mental health status and symptoms
• Use City of Dallas and law enforcement information systems as required
• Provide clinical supervision and oversight for 911 Call Center Care Coordinators and serve as first-line support to Care Coordinators including all hours of operation for Care Coordinators
• Develop policy and procedure as directed
• Work independently without close supervision
• Assist clients while they are in crisis in accessing appropriate mental health services and facilitate appropriate continuity of care
• Provide accurate and timely reporting metrics to the Director of Intensive and Forensic Services
• Make accurate and effective assessments and recommendations regarding the client’s mental health needs in compliance with the client’s rights as well as all relevant State and Federal statutes, and NTBHA policies and procedures
• Develop and maintain rapport with persons in crisis using modalities such as Motivational Interviewing and other relevant and appropriate methods in order to communicate and relate with callers in order to resolve crises
• Develop and maintain rapport with the various agencies and organizations involved with the RIGHT Care Teams
• Prepare, create, and maintain records, files, documents, reports, and correspondence both within NTBHA and partner agencies and organizations
• Work with other NTBHA employees, members of partner agencies and organizations, as well as the target population and their families in a constructive and efficient fashion
• Bilingual ability preferred but not required
• Hours and shift assignments may be outside of normal business hours
• Duties and projects may be assigned or changed to meet business needs.

NTBHA is deeply committed to diversity, equity, and inclusion, both in our hiring practices and in our experiences as employees. We strive to create a mindful and respectful environment and culture that is free of perceived harassment, racism, and discrimination, creating an environment of understanding and compassion for all lived experiences.

Job Type: Full-time

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Night shift
• On call
• Overnight shift
• Weekend availability

Application Question(s):

• Do you have a minimum of two years experience in community mental health, working with individuals having severe persistent mental illness and substance use disorders that includes crisis services?
• To be considered for this position, please confirm that you have reviewed the posted salary and understand the salary range is firm.
• What type of Texas LPHA clinical license do you possess?

Education:

• Master's (Required)

Work Location: In person

Apply Here

About North Texas Behavioral Health Authority

Revenue: Less than $1 million (USD)
Size: 1 to 50 Employees
Type: Nonprofit Organization
Website: www.ntbha.org