PRN Triage Counselor

Position Summary:Answer incoming calls to the Crisis Department, determine the nature and necessary response to the calls, and route the calls to the appropriate team.  

Position Responsibilities:

Provide telephone counseling to consumers, their families and other concerned persons involving a psychiatric emergency.

Assess for a response to the scene by the Crisis Counselor.

Maintain accurate records and adhere to confidentiality requirements.

Link client to appropriate community resources.

Enter information into computer systems.

Assist community agencies with information and/or disposition.

In consultation with Crisis Counselors, triage cases in order to determine priority of each call that will require a face-to-face encounter.

Provide assistance to callers on the Statewide Line and ensure that callers get routed to appropriate team for assistance.

Provide follow-up calls to consumers seen in crisis as set for in Title 33.

Maintain appropriate customer service skills at all times.

Assist in gathering information and providing assistance on walk-in cares in the Crisis department.

Assist teammates as needed.

Attend staff meetings.

Assist in training new staff as appropriate.

Other Responsibilities:

Responsibleforattendingallmandatoryin-services,continuingeducationand annual healthrequirements

Complywith allCorporateCompliancepolicies,practicesand procedures

Report allunethical activitiestosupervisor, CorporateComplianceOffice, Values Hotlinenumber or HumanResourceDirector

Complywith allOSHAandsafetypolicies, practices,andprocedures. Report allunsafe practicesor accidentstosupervisor,SafetySupervisorand/or OSHA Coordinator

Willbecompliantwiththerelevantregulationsconcerningtheprivacyand securityofconsumer’s protectedhealthinformation(PHI)as establishedby theHealthInsurancePortabilityand AccountabilityAct of 1996(HIPAA)

Participatein proactive teameffortstoachieve departmental andcompany goals

Performother dutiesas assigned

Provideleadershipto others through exampleandsharing ofknowledge/skill

• Followallpoliciesand procedures setbythe Agency

EssentialSkills andExperience:

• A mental health professional with specialized training in crisis intervention and

     a minimum of a bachelor’s degree in a related field (counseling, psychology, 

     social work) and one-year mental health experience.

EssentialRequirements for thePosition:

• Valid Tennessee Driver’s License

• Acceptable Motor Vehicle Report (MVR)

• Acceptable Criminal Background Investigation

• Personal Automobile Insurance

CoreCompetencies:

Interpersonal Skills

• Demonstrates the ability to work independently to make critical decisionsand to work collaboratively as an integral part of a team (crisis team andagency wide team)

• Assists teammates when needed

• Has the ability to initiate, develop and maintain effective working relationships with Consumers, families, law enforcement and otherreferral sources.

• Understands and is able to use conflict resolution and negotiation skills in order to defuse difficult situations

• Demonstrates professionalism and empathy with Consumers and referralsources

Assessment and Intervention Skills

• Ability to evaluate risk factors and potential risk factors during triageassessments

• Ability to thoroughly and accurately explain and document triageassessment and plan of action for each triaged call

• Demonstrates comprehensive knowledge of community resources and utilizes knowledge to assist Callers

Customer Service

• Internal and external customer service indicative of mutual respect & trust

Joint Commission Competencies:

• Consumer Engagement – establishes and maintains a therapeutic relationship via effective, appropriate communication and behaviors with consumers. 

• Suicide Specific Triage Assessments – use of C-SSRS and suicide specific assessment. 

• Appropriate use of Therapeutic Options De-escalation and Restraint. 

• Appropriate Triage Disposition for supported by clinically based rationale. 

• Professional and complete communication and coordination of care. 

• Appropriate use of Therapeutic Options De-escalation. 

• Actively participates in consultation process. 

• Maintain timely availability for calls through appropriate logging in and logging out. 

• Establish further care by scheduling and completing follow up calls. 

• Complete all clinical documentation in specified time periods. 

• Complete all Crisis Management System documentation in a timely manner. 

• Demonstrates ability to work independently to make critical decisions and to work collaboratively as an integral part of a team. 

• Demonstrates appropriate infection prevention and control through proper hand hygiene. 

• Demonstrates evidenced informed practice related to substance use disorders. 

• Demonstrates evidenced informed practice related to clinical care of children and youth. 

PhysicalDemandsandWorkEnvironment:

Thephysical demandsandwork environmentcharacteristics describedhere are representativeofthosethatmustbemetbyanemployeetosuccessfullyperform theessentialfunctionsofthis job.Reasonable accommodationsmaybemadeto enableindividuals with disabilitiestoperformtheessentialfunctions.

• Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

• Work environment: The noise level in the work environment is usually moderate.