5E08
PAY RANGE: N22
GENERAL DEFINITION
This is supervisory behavioral health work directing and providing clinical and administrative guidance to subordinates engaged in mental health work on the Philadelphia Crisis Line consulting, advising, and providing mental and behavioral health crisis and suicide intervention in a twenty-four hour, seven days a week crisis call center. An employee in this class supervises a staff providing evidence-informed crisis intervention, suicide prevention, information and referral, as well as follow-up services to individuals in emotional distress who contact the Philadelphia Crisis Line Ensuring the compliance to the Mental Health Procedures Act and other related laws and regulations for mental health professionals and the general public is a significant aspect of the work. Positions in this class are required to work any operational on-site or standby shift as necessary, in accordance with the Department of Behavioral Health and Intellectual Disability Services’ needs. Work is performed under the direction of an administrative superior.
ALLOCATING FACTORS (The following conditions must be met in order for a position to be allocated to this class)
1. Positions in this class must perform supervisory level behavioral health work directing, on an assigned shift, the activities of subordinates engaged in mental health work consulting, advising, and providing mental health and behavioral health crisis and suicide intervention in a twenty-four hour, seven days a week crisis call center.
2. Positions must be located in the Department of Behavioral Health and Intellectual Disability Services.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
Supervises a behavioral health crisis intervention staff who provide crisis intervention, suicide prevention, information and referral, brief and supportive counseling to individuals who are in emotional distress and/or seeking information on available behavioral health services; acts on behalf of the county administrator to monitor and review subordinates' evaluations of clients for involuntary psychiatric commitments (302’s); assesses and prioritizes psychiatric emergencies; resolves disputes related to clinical or operational determinations to ensure minimal risk to client and public safety; ensures subordinates' recommendations for client treatment management, referral and placement services conform to federal, state and city mandates, and departmental policies and procedures; ensures staff provide a safe milieu for collaboratively exploring the caller’s presenting problem and employing evidence-informed tools such suicide-risk screening, assessment, intervention, referral and follow-up based on best practices; instructs subordinates in evaluation, referral, placement and treatment strategies; investigates complaints concerning mental health emergency advisory, procedural and technical services; consults with subordinates on problem cases; provides technical direction; offers guidance, direction and support to ensure the public and professionals meet established legal mandates, as well as policies and procedures within Philadelphia’s behavioral health crisis system.
Supervises staff providing crisis intervention counseling and informational services; schedules coordinators to provide twenty-four hour crisis hotline coverage; instructs crisis intervention staff in counseling strategies; dispatches mobile emergency team, police and fire rescue to the site of behavioral health emergency.
Develops and improves operational manuals and data collection forms used by subordinates; investigates and resolves complicated client and systems issues related to crisis presentations; writes reports with recommendations for future handling of similar cases; revises policies, manuals, procedures, training materials and guidelines to reflect current standards in the field; prepares summary reports and documentation for leadership around call metrics; collects and utilizes data to improve program objectives. directs the maintenance of various emergency services records and reports; prepares summary reports and documentation for superiors; access client history from computer database of users for various statistical purposes.
Interfaces with medical and behavioral health professionals performing similar functions with other jurisdictions to keep abreast of new developments and innovative approaches to crisis intervention and suicide prevention.
Supervises staff engaged in ongoing collaboration, planning and preparedness training with the Philadelphia Office of Emergency Management, including possible response activities pertaining to handling behavioral health issues precipitated by major disasters caused by natural or terroristic events; participates in cross system collaborative meetings with Crisis Response Centers and conducts site visits as necessary.
Conducts seminars for groups on specific behavioral health topics such as suicide-risk screening, evidence informed crisis intervention, federal, state and local mandates regarding voluntary and involuntary commitments and general information regarding community resources and supports.
Trains police officers in the Crisis Intervention Team Program and supervises staff participating in this program, as required.
Gathers statistics of unit operations and makes interpretations of data to be used to enhance program objectives and mandates.
Performs related work as required.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
KNOWLEDGE OF:
· the fundamental types of behavioral mental health diagnoses and associated symptoms
· the functions and resources of public and private social, medical and mental health agencies with emphasis on psychiatric emergency systems and other behavioral and acute care mental health services
· the theories, principles and techniques of working with people experience emotional distress
· the laws governing treatment and commitment of persons with mental health diagnoses
· the basic policies and procedures governing psychiatric social services in clinics and hospitals
SKILL IN:
· recognizing symptoms of mental illness
· using computer systems and software including Microsoft Office tools and applications
· using electronic database systems to enter case documentation
· written and oral communication
· assessing and interpreting an individual's emotional distress in order to make decisions about appropriate level of care
· collecting, evaluating, analyzing and interpreting pertinent data and making appropriate recommendations based upon such information
· determining the need for commitment of individuals
· providing clinical, administrative and technical guidance and direction to assigned staff
· incorporating and promoting sensitivity to personal values and beliefs ranging from gender expression, age, ethnic, spiritual, developmental, sexual and cultural diversity into clinical work
· effective listening and engagement skills, promoting recovery and resiliency and self-determination with all callers
· providing technical guidance and direction to a small group of workers and perform regular call monitoring of staff to ensure compliance with established standards
· determining the need for commitment of individuals
· establishing and maintaining effective working relationships with system stakeholders
· conflict resolution and problem-solving skills, as well as effective communication and leadership skills
ABILITY TO:
· supervise and plan a twenty-four hour work schedule for a staff of subordinates providing facilitating emergency behavioral health services to medical and mental health professionals, other City employees and the public
· analyze and evaluate complex information from multiple sources and determine the importance and limitations of each piece of information
· train hotline staff and other departments in evidence-informed crisis intervention and suicide prevention best practices
· evaluate, monitor and ensure compliance with laws, regulations, policies, standards and procedures
· create and maintain a customer service environment where meeting the caller’s needs are a priority
· support staff in providing evidence-informed crisis intervention and suicide prevention support to individual in emotional distress in accordance with best practices
· ensure high level of service is provided within standardized time constraints, meeting key performance metrics while at times working in stressful situations
· investigate and resolve complicated client and systems issues
· understand and explain technical or other complex materials required for the job
· assist in major project activities
· analyze and use statistical data concerning the unit’s operations to monitor and track calls, develop performance metrics and quality management processes
· multi-task and function under pressure and in stressful situations
· present ideas effectively, both orally and in writing
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 11/21.)
EDUCATION:
Completion of a master's degree program at an accredited college or university with major course work in psychology, sociology, mental health counseling or social work.
AND
GENERAL EXPERIENCE:
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources that has included the completion of a master's degree as an educational minimum and the specific experience.
CLASSES THAT TYPICALLY MEET THE SPECIFIC EXPERIENCE REQUIREMENT FOR THIS CLASS ARE:
Mental Health Emergency Services Coordinator 2 (5E07)
PHYSICAL AND MEDICAL REQUIREMENTS
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
Class Established - 1/55
Spec. Revision:
CSC - 7/03
Ad. Board - 1/04
Spec. Revision:
CSC – 3/10
Ad. Board – 4/10
Spec. Revision:
CSC – 4/17
Ad. Board – 5/17
Spec. Revision:
CSC-11/17
Ad. Board - 12/17
Latest Spec. Revision:
CSC – 9/21
Ad. Board – 11/21
SA