Dispatch Specialist

Job Details:

The Job/What You’ll Do:

The Dispatch Specialist I is responsible for managing dispatch functions for crisis line services. The Dispatch Specialist is responsible for facilitating, tracking, and ensuring dispatch functions, including dispatch of mobile crisis teams, crisis transportation, specialty program clinicians, hospital assessors, and other business partners as indicated by contract. This position is also responsible for backing up other Contact Center staff by answering and screening incoming crisis requests when business needs dictate. This position promotes and maintains a business culture that is focused on Solari’s core values of compassion, effort, and ownership. This is realized by demonstrating the following outcomes: safety, recovery and resiliency, engagement, efficiency, and service excellence.

Work Schedule: 

Wed 1430-2000/Thurs-Sat 0800-2000

Sun-Tues 2000-0800/Wed 2000-0130

Work Location: Remote

Responsibilities:

• Receives and dispatches teams/clinicians timely and effectively. Provides concise and accurate information to teams/clinicians; maintains awareness of teams/clinicians’ needs and safety. Manages tracking logs accurately and in a timely manner; creates reports when business needs dictate. Documents all dispatch and related interactions in the electronic health record and tracking logs.     
• Adhere to call center policy and procedures.
• Participate in required training and supervision; willingness to expand knowledge of suicide intervention and prevention, the behavioral health and physical health systems, Medicaid managed care, mental health and diagnostics, community resources, and recovery and resiliency practices.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record in accordance with policies and procedures.
• Responsible for assisting other Contact Center staff in answering and screening incoming crisis requests when business needs dictate. The Dispatch Specialist I is therefore responsible for all functions outlined in those job descriptions, listed below:
• Respond to incoming calls and requests for dispatch services; complete outbound calls, emails, text, or chat to effectively coordinate care and resolve crisis situations; operate within required timeframes.
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
• Screen incoming requests.
• Screen and dispatch incoming calls or contacts from first responders directly.
• Back up for other Contact Center staff as required by business needs.
• Other duties as assigned.

Knowledge, Skills, Abilities:

• Ability to operate computer systems and use multiple computer screens simultaneously.
• Strong problem- solving and multi-tasking skills
• Strong knowledge of resources and systems in the community to better assist the team.
• Ability to act professionally and maintain appropriate boundaries with clients and staff.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.       
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record in accordance with policies and procedures. 

Education & Experience:

• 1-2 years of Dispatch, contact center, or emergency services experience preferred.
• GED/High School diploma, required
• Must meet the following BHPP education and experience requirements: An individual who has six weeks of behavioral health work experience/dispatch experience and has the skills and knowledge required to provide behavioral health services and has one of the following: an Associate’s degree, a High school diploma, or equivalency.

The candidate's applicable education and experience will determine where a candidate falls in the position range.

Pay Range$18—$21.86 USD

Working Conditions:

While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  Exposure to noise typical with office operations.  Ability to hear and speak. Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency. https://speed.cloudflare.com/

Who We Are & What We Offer:

Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Colorado. Our mission is to Inspire Hope through our talented and compassionate staff.

Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.

• Friendly work environment
• Generous paid time off (PTO)
• Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
• Competitive compensation
• Convenient office locations and Hybrid Schedule
• On-site fitness room free to all employees (Tempe Office)
• Basic Life Insurance
• Voluntary Life, Spouse, Child Insurance
• Critical Illness w/free dependents
• Critical Illness Spouse
• Short Term & Long Term Disability- Starts first of the month after 90 days of employment
• 401K & 401K Roth - Starts first of the month after 90 days of employment
• United Pet Care
• LifeLock for identity theft
• LYRA EAP Program- 25 free sessions for mental health per family member

Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.

We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.