911 Diversion Director - Crisis Connections : Job Details

Position Title: 988 Clinical Director for 911 Diversion Services

Reports to: Senior Director of Clinical Operations

Type: Full-Time/Exempt

Pay Rate: $127,000 per year

Schedule: Full-time, variable schedule; 37.5 hours per week

Location: Hybrid, Seattle and Kent, WA

Union Representation: Not represented by union

Program Summary: 988, previously known as the National Suicide Prevention Lifeline, is a three-digit nationwide phone number to connect directly to the 988 Suicide and Crisis Lifeline. Crisis Connections began 988 services in 2022 following state and federal legislation and funding that allow nationwide crisis coverage with one behavioral health emergency number. The Washington 211 program connects individuals to critical health and human services in their community. A specialized 988 and 211 team was added in 2024 to provide diversion from 911 calls that are better served by behavioral health responders and/or better served by connection to community resources.

Position Summary: The Clinical Director of 911 Diversion Services is responsible for the development and daily operations of the Crisis Connections 911 Diversion Program as well as the development and maintenance of relationships with law enforcement and first responders. This position will be responsible for the ongoing support and development of current diversion programs and for the expansion of the diversion program to additional Public Service Answering Points as funding allows.

Job Duties and Requirements:

A. Development and maintenance of relationships with a vast array of community and internal stakeholders:

• Maintain regular contact with leaders in the law enforcement community and first responders to coordinate on program goals of 911 Diversion
• Coordinate and regularly attend meetings with funders including the Department of Health and other city, county and state officials
• Collaborate equally with 211 staff members to effectively provide whole person care
• Identify key stakeholders not yet identified that can support the work of the diversion program.
• Participate in community engagement events and meetings to build community awareness and support of the diversion program.
• Ascertain contract compliance; meet and maintain program Key Performance Indicators as outlined contractually

B. Provide oversight for successful operations of 911 Diversion services

• Hire, onboard and provide supervision for managers and supervisors for 911 diversion services
• Conduct regular meetings with individuals who participate in the diversion project to collaboratively develop workflows for smooth operations.
• Develop and modify written policies and procedures in collaboration with the Senior Director of Clinical Operations.
• Maintain in-depth knowledge of staff functions to be able to carry out those responsibilities in case of absence/vacancy.
• Supervise Clinical Shift Managers and Supervisors directly, and all other members of the 911 diversion department indirectly.
• Participate in interviewing and screening candidates
• Provide quality assurance oversight to the 911 diversion team, which will include close monitoring and coaching of all departmental staff, assigning, and reviewing tasks.
• Arranges quarterly staff meetings to address issues and arrange training and professional development opportunities.
• Maintain an accurate and up to date list of current employees, their FTE status, and schedule to ensure coverage needs are met, and department stays within assigned budget.

• Ensure that all policies and procedures are followed by 988 staff.
• Ensure staff receive supervision and call monitoring to adhere to the National Suicide Prevention Lifeline's operational best practices, guidelines, and operational requirements
• Ensure that the phone room atmosphere is consistent with delivery of compassionate, respectful and professional services.
• Ensure there is appropriate state-wide referrals and dispatches
• Ensure there is appropriate crisis intervention to clients
• Ensure that all calls are documented accurately and completely.
• Other duties as assigned

Required Qualifications

• Master's degree in psychology/counseling or social work or related field.
• Mental Health Professional as defined by WAC 246-###-####.
• Active or pending independent licensure as a LMHC, LMFT, or LICSW required.
• Two years of program supervisory/management experience. Telephone assessment or help line experience preferred.
• Experience working with youth in crisis.
• Project management experience preferably in crisis or emergency services arenas.
• Experience working with the law enforcement and first responder communities

Knowledge & Abilities

• Evidence of ability to work effectively with a multi-disciplinary clinical staff in a fast-paced environment.
• Excellent verbal, written, and typing skills. Able to effectively represent the program to media requests and to build relationships statewide to publicize the program.
• Experience providing training both in person and virtual preferred.

Requirements

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

• This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

Thriving employees means a thriving mission:

We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities:

• Excellent medical, dental, and vision coverage
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor
• Voluntary Benefits
• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan
• Gym classes

OFFERS OF EMPLOYMENT:

All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Requirements

• Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates. This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as accommodation. Additional accommodation for the assessment are provided upon request.
• Microsoft Office 365 Assessment: This role requires strong Microsoft Office Skills. We'll test your Microsoft Word, PowerPoint, and Excel skills by sending you a timed Assessment link to ensure you meet our minimum proficiency requirements for the role.
• Microsoft Excel Assessment: This role requires strong Microsoft Excel skills, and prior experience with database administration. We'll test your Microsoft Excel skills by sending you a timed Assessment link to ensure you meet our minimum proficiency requirements for the role.
• Technology Requirement:
• Smart phone with ability to download Multi-factor Authentication (MFA) application.
• High speed internet, minimum 20mbps download and 10mpbs upload speeds. No Hot spots allowed.
• Fingerprinting and CJIS Training: Candidates will be required to successfully complete a CJIS training, background check, and fingerprinting as part of the hiring process for this position.

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.