Performs service coordination activities supporting the Emergency Services department response to provide crisis assessments and intervention services. Performs triage and coordination of incoming crisis calls, collaborates with a diverse range of professionals working with individuals during the course of crises (emergency room, law enforcement, magistrate, psychiatric hospitals, and behavioral health providers). Monitors status of psychiatric hospital bed space, conducts comprehensive bed searches. Collaborates with the Emergency Services Counselor and assist with the facilitation of referrals for admission to behavioral health treatment services. Provides follow-up and monitoring of disposition, coordinates with psychiatric and medical providers for updates, and facilitate transfer and placement. DISTINGUISHING ELEMENTS OF THE CLASS: I. IMPACT: The health and safety of the client and affected others are directly dependent on the work of this class. The incumbent's ability to assess and de-escalate the psychological crisis of the client directly affects the immediacy and appropriateness of the crisis resolution and the extent of subsequent injury or property damage. The incumbent works directly with Emergency Services Counselors, individuals and family members and other professionals who may be involved addressing needs of an individual in crisis. Incumbent will have 24/7 access to consultation with Emergency Services Counselor on duty and with a licensed certified preadmission screening clinician and a supervisor vested with decision making authority. II. LATITUDE: Work is regularly performed autonomously but with the support and coordination of Emergency Services personnel who provided direct crisis assessment and consultation with supervisor/manager or licensed certified preadmission screening clinician in difficult cases. Work is monitored by periodic case review, subsequent referral care providers, specific program policy and procedure and regular supervision with supervisor/manager. III. RESPONSIBILITY FOR THE WORK OF OTHERS: None. IV. INTERPERSONAL CONTACTS: Work involves direct and continuous contact with callers related to crisis events including individuals, their families and support systems and a variety of professionals internal and external, to the agency. These include physicians, medical and psychiatric hospital staff, social services staff, legal representatives, court and law enforcement personnel, magistrate, school staff, correctional, detention facility staff, and agency clinical staff. V. DIFFICULTY: Monitors the status of psychiatric bed availability. Work involves assisting with the coordination of services with local hospitals to facilitate transfer and admission. Work requires and involves integration or coordination of various services needed by the client. Work involves interaction with a multitude of professional disciplines, as well as requires the incumbent to provide supportive services during crisis intervention to provision of basic shelter, food, or personal needs. Incumbent works with hostile or aggressive clients or others with working within individuals during crises requiring assistance with direction and searching and facilitating admission decisions for state and local hospitals. Work is typically performed under stressful, emotionally charged circumstances with specific timeframes that must be achieved. VI. COMMUNICATIONS: Work involves counseling activities with individuals, families and support systems or professionals working through a crisis and requires careful and precise use of language. Position regularly involves the preparation of documentation, and correspondence. Position requires interface with clients, families, law enforcement and medical and behavioral professionals as a core component of the work. VII. EQUIPMENT/FACILITIES RESPONSIBILITY: Incumbent may operate personal vehicle during the course of their duties. Incumbent will be responsible for managing and triaging emergency phone lines, continuous use of computer and electronic health record, and fax machine. VIII. WORKING CONDITIONS: Incumbent primarily performs work in an office environment in high stress circumstances and working on activities adhering to strict mandated timeframes. Incumbent may accompany Emergency Services Counselors into diverse settings including but not limited: to clients' homes of varying sanitary and health conditions in neighborhoods of varying security during all hours of the day and night and to medical or psychiatric facilities, crisis stabilization unit and correctional settings. Incumbent may be exposed to clients in volatile psychological crisis and often presenting the risk of bodily harm and with callers or other professionals who may be demanding or highly emotional based on crisis. Incumbent will have access to certified preadmission screening clinicians and 24/7 access to consultation by a licensed certified preadmission screening clinician and by a supervisor vested with decision-making authority. IX. KNOWLEDGE, SKILLS AND ABILITIES (KSA'S): - Thorough knowledge of interviewing and supportive counseling principles and techniques.
- Thorough knowledge of social casework principles and techniques.
- Knowledge of the symptoms, common behavioral and social characteristics and other manifestations of the disabilities affecting the client population served.
- Knowledge of federal and state local support services and laws governing client’s rights and confidentiality of records to include HIPAA and 42 CFR, Part 2.
- Knowledge of Human Rights, Patient Rights and Confidentiality.
- Knowledge of capacity to Consent for Treatment.
- Knowledge of risk assessment.
- Knowledge of psychotropic medications and their side effects.
- Knowledge of procedural expectations for preadmission screening evaluators and laws and legal procedures relating to involuntary hospital admission.
- Familiarity with Local Resources and Procedures
- Ability to establish and maintain rapport with the client population.
- Ability to maintain effective working relationships with other employees and representatives of various public and private agencies
- Demonstrates ability to function calmly in stressful situations and perform duties within prescribed timeframes.
- Ability to communicate effectively and prepare related documentation and maintain client records.
- Ability to prepare and maintain narrative and statistical records and to prepare related reports.
X. FORMAL TRAINING AND WORK EXPERIENCE EXEMPLIFYING KSA'S: Bachelor’s degree in Human Services (Social Work, Psychology, or Counseling) with one (1) year experience in psychiatric care setting including case management services, counseling, direct care and crisis intervention functions. QMHP-A Preferred. XI. LICENSURE: Valid Virginia Driver's License. - XII. PRINCIPAL DUTIES AND RESPONSIBILITIES OF CLASS (ILLUSTRATIVE ONLY):
- Provides triage and supportive counseling and direction to callers, coordinating with Emergency Services personnel.
- Monitors status of psychiatric bed space and conducts comprehensive searches for hospitals around the state.
- Contacts hospitals regarding bed availability specific to individual clients need including facilitating transmittal/faxing of documentation to the admissions’ departments.
- Provide follow-up and serve as point of contact for admission decisions, including requests for additional supporting documentation.
- Provides triage for incoming crisis and non-crisis situations and provide service information as appropriate.
- Attains critical detail of incoming crisis calls to ensure accurate information is provided and dispatched to Emergency Services Counselors to determine need of assessment or to assist with determination from assessments.
- Use of electronic health records to review pertinent history of clinical or crisis care for calls and assessments and provide information to Emergency Services Counselors to assist in comprehensive crisis assessments.
- Coordinates with emergency room personnel, private and state psychiatric hospitals, CSB programs, behavioral health provides families, law enforcement and magistrate.
- Assist with making referrals for array of services (internal and external).
- Request ECO from Magistrates’ office or response of local law enforcement,
- Coordinates with Emergency Services personnel in issuance of TDOs with magistrate’s office, emergency room and psychiatric hospitals and law enforcement.
- Coordinates issuance of detention orders, hospital admission and release.
- Provides calls/requests to/from individuals, families, providers to acquire information to assist crisis staff in making comprehensive assessments.
- Performs work independently and successfully as demonstrated in employee CEPA.
- Initiates and performs special assignments to maximize the work shift.
- Accurately documents activities in Electronic Medical Record
- Completes required regional and DBHDS documents and protocols to include Bed Search, use of Bed Registry and completion of HPR5 Documentation.
- Provides assistance with maintaining Emergency Services Database and other data tracking.
- Provides assistance with completing and tracking authorizations.
- Makes client referrals to appropriate service providers and coordinates service delivery to client.
- Does related work as required.
XIII. PHYSICAL REQUIREMENTS: Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls. Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to a, personal computer, calculator, copier, and fax machine. Some walking, moving, carrying, climbing, bending, kneeling, crawling, reaching, and handling, sitting, standing, pushing, and pulling. Ability to restrain and/or run from aggressive or hostile clients.
XIV. DRIVING REQUIREMENTS: Valid Driver’s License. Transports agency clients as needed. |
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