Qualified Mental Health Professional-Crisis Call Center

Child and Family Guidance Center is hiring a Qualified Mental Health Professional-Community Services Crisis Call Center for the Harry Hines location. Child and Family Guidance Center is a community leader since 1896, Child & Family Guidance Center takes a comprehensive approach to treating individuals with complex mental and behavioral health challenges throughout seven North Texas counties - Dallas, Collin, Ellis, Hunt, Kaufman, Navarro, and Rockwall. Since our establishment, we have been committed to providing quality, compassionate care to those in need. Today, we take immense pride in providing a wide range of comprehensive mental health services tailored to meet the unique needs of every North Texan.

At Child & Family Guidance Center, we believe everyone deserves access to quality care, so no one is ever turned away-regardless of their ability to pay. From initial assessment to ongoing care, our doctors and counselors are committed to helping tens of thousands of North Texans each year recover from trauma caused by abuse, severe neglect, and poverty-empowering them to thrive in their communities.

Job Title: QMHP-Community Services Crisis Call Center

Credential: Qualified Mental Health Professional–Community Services (QMHP-CS)

Reports To: Senior Director of Specialty Programs 

Job Summary:

The primary responsibility of the Call Center Crisis QMHP is to provide crisis intervention, support for those experiencing mental health emergency situations, needing clinical assessments and stabilization services to adults, children and families via telephonic and virtual services. The position provides support to individuals in crisis by providing behavioral routine and crisis assessments and making appropriate interventions and referrals while being part of a larger mental health clinic call center.

Essential Duties and Responsibilities:

• Answering large amounts of inbound and outbound calls in a timely manner


• Follow communication scripts to managing different topics


• Identify and resolve customer needs telephonically in an atmosphere of warmth and compassion through listening and helping skills


• Schedule and reschedule patient appointments using a scheduling system and in accordance to guidelines established for registering and admitting of clients


• Assist clients with completing intake, enrollment and complete clinical assessments virtually


• Provide skills and rehabilitative services, identify client needs and coordinate, refer and link clients to community entities to meet their needs


• Provide crisis intervention, de-escalation, stabilization services and case management in a telehealth environment to ameliorate the crisis


• Outreach, support, consultation and referrals with other mental health professionals at the clinics or the appropriate community entities to hand-off the individual for resolving and following up on the crisis


• Provide crisis screening and assessments, and triage by telephone and occasionally face to face in the clinic when necessary


• Develop individualized safety plans and treatment recommendations to ensure client and community safety


• Will complete next day outreach calls with individuals to ensure follow up appointments were kept and crisis is stabilized


• Clarify customer contact & insurance information and updating system


• Research every issue and provide resolution to customer inquiries using EHR and software


• Build a rapport with customers and stakeholders by going above and beyond in resolving their issues


• Utilize a team approach to resolving customer issues


• Utilize and document accurately each call using appropriate software


• Meet personal and departmental quantitative and qualitative performance measures


• Participating in department projects and training


• Serves as a mandated reported as applicable


• Provide curriculum-based rehabilitative services to families, individuals and groups, when necessary.


• Maintain all case records (notes, treatment plans, and uniform assessments) in accordance with CFGC standards.


• Document with the understanding that: all clinical notations are considered legal documents and can be used in the court of law & all documentation should be true, accurate, and never falsified in any manner. Present cases for review by supervisor.


• Document with the understanding that. 


• Participate in staff meetings, trainings, professional development.


• Maintain required professional certifications and licensure.


• Have reliable transportation and have a working cell phone.


• Adhere to all current city, state and federal laws, rules, regulations, and codes


• Safeguard confidential healthcare information in compliance with the Health Insurance Portability & Accountability Act (HIPAA).


• Perform all duties professionally and ethically.


• Adhere to the policies and procedures in the Employee Handbook.


• Professionally represent CFGC in the community and online.


• Contact your supervisor immediately if you: suspect a client has been a victim of abuse or neglect and/or receive a subpoena, have been called to testify, or asked to be involved in legal proceedings.


• Other related and miscellaneous duties as assigned by manager


• Ensure community awareness of all services offered within the agency.


• Serve on task forces when requested.


• Provide consultation to other agencies contracted with CFGC.


• Other duties as assigned.

Education and Work Experience Requirements:

• General understanding of adult and child mental health disorders, treatment of disorders, and documentation of treatment provided.  Knowledge of confidentiality and ethical guidelines for practice.


• One year of professional experience in case management.


• Must possess a minimum of a bachelor’s degree in rehab counseling, psychology, social work, or related field as specified in the Texas Administrative Code Rule §353.1415 for Qualified Mental Health Professional (QMHP-CS). 

• Trained in working with individuals with Severe and Persistent Mental Illness, Children with Severe Emotional Disturbances, and delivery of services based on curriculum. 


• Training in child and/or adult counseling, and family dynamics preferred. 

Skills: 

• Possess basic therapeutic skills, oral and written communication skills, and organizational skills. 


• Must be goal oriented, motivated, and capable of working independently and using good judgment.


• Possess a strong understanding and ability to work with diverse populations including various cultures, racial groups, and socio-economic levels.


• Must have an intermediate working knowledge of Microsoft Office Products (Outlook, Excel, Word, and PowerPoint).


• Ability to relate to consumers, employees, and the general public in a professional manner.


• Ability to follow verbal and written instructions. 


• Ability to prioritize.  


• Ability to adhere to articulated policy and procedures. 
  
  

Physical Requirements:

• Employee must be able to frequently (up to 65% of the time) sit, stand, walk, and climb stairs (if an elevator is unavailable).


• Employee must be able to frequently (up to 65% of the time) talk, listen and speak clearly in person and via telephone.


• Employee must be able to push, pull, lift and/or carry up to 10 lbs. in weight on occasion (up to 35%).


• Must be able to frequently (up to 65% of the time) travel locally.

Benefits:

Comprehensive benefits offered: Medical, Dental, Vision, Basic Life, Short term disability, Long term disability, Voluntary life, Accidental death & dismemberment, Voluntary Accident, Critical Illness, Legal & 401K, Paid time off (vacation and sick time)