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.

Essential Skills and Experience

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.

Essential Requirements for the Position

• Valid Tennessee Driver's License
• Acceptable Motor Vehicle Report (MVR)
• Acceptable Criminal Background Investigation
• Personal Automobile Insurance

Core Competencies

• Interpersonal Skills: Demonstrates the ability to work independently to make critical decisions and to work collaboratively as an integral part of a team.
• Assists teammates when needed.
• Has the ability to initiate, develop and maintain effective working relationships with Consumers, families, law enforcement and other referral 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 referral sources.
• Assessment and Intervention Skills: Ability to evaluate risk factors and potential risk factors during triage assessments.
• Ability to thoroughly and accurately explain and document triage assessment 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 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.