Crisis Triage Specialist -LEAD - 988 Crisis Call Diversion - PART-TIME Saturday & Sunday 7AM-7:30PM

Frontier Behavioral Health’s presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community.  Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues.  As a Trauma-Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist them in their journey.  If you want to have a positive impact in the lives of others come join us!





WHY CHOOSE FRONTIER BEHAVIORAL HEALTH?

• At Frontier Behavioral Health, we value our employees and recognize the importance of EVERY employee’s contribution to our mission.

• Our behavioral health services make a positive difference in the lives of those we serve and contribute to the health, safety, and quality of life for everyone in Spokane County.

• At FBH we have a variety of client services, including outpatient, inpatient, community outreach, crisis services, partnerships with schools, law enforcement and more.

• Our evidence-based, culturally appropriate, trauma informed behavioral health services address the diverse needs of those we serve.





This position is hybrid, allowing for both in-office and remote work with supervisor approval. However, it requires regular on-site presence, necessitating that the individual be geographically close and available for in-person work at our office.

SHIFT - Saturday & Sunday 7AM-7:30PM - This is eligible for added shift differential to base pay listed below.

The Crisis Call Diversion with 988 and 911 recognizes the importance of strong relationships between public safety answering points (PSAPs) and 988 centers to ensure individuals in crisis receive services that support their needs, safety, and well-being. The Crisis Triage Specialist - Lead will be the primary point of contact for PSAPs and the Crisis Triage Specialists during the crisis call diversion operating hours. The Crisis Triage Specialist - Lead will provide clinical support to the Crisis Triage Specialists who provide crisis intervention services, which includes risk assessments, developing safety plans, collaboration with individuals and community partners to develop viable less restrictive alternatives: to hospitalization, assist with inpatient treatment, linkage to services and resources, and referrals to mobile crisis outreach services or Designated Crisis Responders. The Crisis Triage Specialist - Lead participates in supporting customer satisfaction and facilitating communication between staff, individuals, families, or support persons, PSAPs, interagency partners, and client interactions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Train and coach staff to ensure compliance and implementation of program goals and objectives.

• Act as an on-shift resource for employees who need assistance with problem-solving, case collaboration, and shift coordination.

• First point of contact during shifts for in-the-moment concerns involving 988 and Spokane Regional Emergency Communication Center (SREC/911), Public Safety Answering Points (PSAPs), emergency response dispatchers, and law enforcement.

• Routinely communicate with the supervisor and Program Administrator, keeping them current on operations, challenges, and issues.

• Engage the supervisor and Program Administrator as needed for staff performance or other areas of concern or issues that need to be escalated, including feedback from Spokane Regional Emergency Communication Center (SREC/911), Public Safety Answering Points (PSAPs), emergency response dispatchers, and law enforcement.

• Participate in planning and evaluation of the program.

• Utilize monitoring tools to ensure staff compliance with contractual and regulatory requirements.

• Effectively receive warm transfer calls from Spokane Regional Emergency Communication Center (SREC/911), Public Safety Answering Points (PSAPs), emergency response dispatchers, and law enforcement to ensure calls are appropriately assessed, triaged, supported, and linked with appropriate services and resources that meet their needs.

• Provide telephone triage services to individuals requesting assistance or third-party referral sources to provide community stabilization services to the identified individual in crisis.

• Complete risk assessments to determine if the individual in crisis is at risk for suicide, homicide, and/or grave disability and who may need an immediate response, which may include referrals to mobile crisis outreach teams, Law Enforcement, DCRs, and/or Active Rescue to maintain an individual’s safety or the safety of others.

• Must be able to manage multiple calls in a professional and engaging manner.

• Assist clinical staff with follow-up phone calls as requested and appropriate.

• In collaboration with clients and their support system, develop stabilization and safety plans.

• Complete comprehensive documentation that supports the safety plan as indicated.

• Possess an in-depth knowledge of community resources and the ability to access resources to support and address client needs.

• Accept delegation and follow through with specific expanded assignments and responsibilities within the FBH system, including quality improvement teams, task groups, committees, consultations, mentoring, and training.

• Maintain client records and all other required documentation in a timely and confidential manner, in accordance with agency policies and practices.

• Other duties as assigned by the agency or supervisor.

QUALIFIED APPLICANTS WILL HAVE:

REQUIRED:

• Bachelor's degree in the behavioral health-related field

• One year of experience serving individuals with behavioral health needs

• Experience with crisis intervention, including risk assessments.

• Must submit for a Counselor Agency Affiliated - Registered credential from the WA State Department of Health within 30 days of hire.

PREFERRED:

• Master’s degree in a behavioral health-related field

• Two years of experience serving individuals with behavioral health needs

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to work in a fast-paced, high-stress milieu and effectively collaborate with PSAPs, emergency dispatchers, and law enforcement to support the safety of individuals in crisis.

• Demonstrate a combination of technical, interpersonal, and emotional skills to effectively triage and support calls transferred from PSAPs and emergency dispatchers.  

• Strong engagement and customer service skills, empathy, ability to remain calm, professional and clear-headed during escalated situations.

• Knowledge and skills in working with individuals with mental health and/or substance use disorders.

• Knowledge of all WAC and RCW requirements for Crisis and best practices for 988 and diversion initiatives.

• Ability to communicate and engage effectively with individuals of varied, backgrounds, trauma experiences, cultures, education level and socioeconomic

• Demonstrate evidence of critical thinking, decision-making ability, and problem-solving skills.

• Knowledge of community resources is necessary to assist callers with viable resources.

• Ability to work autonomously.

PHYSICAL, SENSORY & ENVIRONMENTAL:

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is generally performed in an office setting which may involve sitting and use of computers for four to eight hours per day. 

• May be required to lift 10 - 20 pounds. 

• Work may be performed out of office and travel may be needed to outside areas.

• Blood-borne Pathogen Category III - No predictable exposure to blood-borne pathogens.





PAY RANGE (Hourly/ Non-Exempt): $30.42-$37.03

All pay is based on longevity at Frontier Behavioral Health; thus, the starting pay for this position is $30.42 per hour plus added shift differential of 10.98% for the Saturday & Sunday 7AM-7:30PM shift.





Our Benefits and Perks are Amazing!

​WE BELIEVE IN WORK LIFE BALANCE:

• Paid Time Off – Employees accrue up to 26 days of PTO in the first year of employment!

• Plus 9 Paid Federal Holidays!

• Sick Leave – Extended Sick Leave and Paid Sick and Safe Time.

• Some positions qualify for a Compressed Workweek option resulting in up to additional 26 days off per year.

BENEFITS: www.fbhwa.org/careers/benefits 

• Medical, Dental and Vision

• Retirement – We offer an impressive 403b plan including standard 3% employer contribution plus an additional 3% employer match.

• Flexible Spending Accounts

• Life Insurance – Company paid coverage that starts the first of the month following 6 months from your date of hire.

PERKS: www.fbhwa.org/careers/perks 

• Signing Bonus!

• No-cost licensure supervision for those pursuing clinical licensure.

• Federal and State Loan Forgiveness Program for qualifying Programs.

• Reimbursement of License/Certification application fee that is required for the position.

• Free Employee Assistance Program

• Staff Discounts at various FBH partners throughout Spokane!

Benefits described above are based on employees who hold .5 FTE positions or greater and/or some benefits vary based on FTE. PRN positions are not benefit eligible or eligible for a sign on bonus.