• 12 Paid Holidays each year (in addition to time off accrual)
• Great Benefits
• 5% Salary increase upon 90 days of employment
• Starting rate of pay based on experience doing a similar role
• Career Ladder

GULF COAST CENTER - JOB DESCRIPTION

Job Title: Case Manager for Telehealth Crisis Services 

Location: Brazoria and Galveston Counties

FLSA Status: Non-Exempt

Working Status: Full-time w/benefits 

Summary:

Under the general direction of the Program Director for Crisis Services Team, the Telehealth Case Manager performs case management and administrative duties in support of the operation of the Gulf Coast Center Crisis Service Program and Texas City Clinic Adult Program. 

The Crisis Service Telehealth Case Manager will provide Law Enforcement and Community Telehealth  and in person crisis assessments, provide SD/ND (intake) walk ins with screenings/assessments, case management and skills training services, Safety Planning and providing CALM services to individuals in the community that help the individuals to avoid crisis recurrence.  This role plays a vital part in supporting clients through timely assessments, follow-ups, and recovery planning with individuals that are present in crisis situations. 

Staff will adhere to GCC training requirements as well as to state and federal regulations, including program billing/clinical documentation practices and other contractual obligations and requirements. 

Telehealth Crisis team members must embrace the concept of teamwork, trauma-informed care, jail diversion as well as collaborative documentation.  Telehealth crisis staff will need to have effective communications in dealing with law enforcement, local hospitals, judiciary and other social service agencies to resolve the crisis needs of the customers.  Must be able to work under pressure with stressful situations while maintaining a professional manner.

Gulf Coast Center is committed to fostering an open, inclusive, and supportive environment that welcomes and embraces diversity in all forms. Gulf Coast Center defines diversity broadly including, but not limited to, race, ethnicity, abilities (mental/physical), gender, gender identity, immigrant status, language, religion, sexual orientation, socioeconomic status, veteran status, and age. Gulf Coast Center embraces trauma sensitive and informed practices, provides suicide safer care, and fosters a safe and compassionate environment that promotes racial and health equity.

Job Duties: (To be performed with or without accommodation as based on ADA requirements)

The Case Manager for Telehealth Crisis Services will be responsible for the following:

Essential Job Duties:

• Telehealth Crisis staff will respond immediately to calls triaged by the hotline as acuity status Emergent, Urgent, Hospital Triage or Jail Diversion calls. The hotline determines the acuity status for each call. Telehealth crisis staff are not to reduce the acuity status of crisis calls that have been determined by the hotline. Telehealth crisis staff can notify the Crisis Services Director about any concerns with a hotline triage the next business day for the director to follow up with the hotline to review the concerns. 

• Telehealth crisis staff are required to notify a supervisor about any barriers to meeting response timeframes or concerns about responding to the screening sites determined appropriate and safe by the hotline. 
• Telehealth crisis staff will also respond to calls from law enforcement, jails or judges requesting assistance with mentally ill and/or IDD individuals in need of jail diversion. Telehealth crisis staff will assist the jail diverted individuals with crisis assessment, LOC5 or other enrollment, linkage to clinic enrollment, referrals and follow up services.
• Telehealth crisis staff will be expected to respond to the crisis at Gulf Coast Center clinics and facilities via virtual/phone or in person as requested to provide crisis support to those programs.
• Telehealth crisis staff are responsible for using the designated crisis assessment, safety planning tool, progress notes and conducting an Adult Needs and Strengths Assessment or the Children's Need and Strengths Assessment. 
• Telehealth crisis staff are responsible for providing crisis follow-up services for all crisis served individuals 
• Telehealth crisis staff are required to maintain acceptable productivity during work hours and to complete all tasks assigned by Director of Crisis Services. Crisis staff are to provide a minimum of (undetermined) monthly face to face service hours each month.
• Staff providing crisis services are required to complete the Crisis Assessment tool in the SmartCare electronic health record collaboratively with the crisis client no later than the end of the staff person's shift.  The staff providing crisis service is also expected to communicate with the full crisis services team by email about crisis assessments completed and needed follow up service to facilitate communication and continuity of care.  In addition, staff providing crisis services are required to enter their Crisis Intervention service notes and/or Mental Health Screening and Triage service notes in the SmartCare electronic health care record within 24 hours of the crisis service. Finally, staff completing crisis relapse and prevention follow-up services are required to have their documentation in the EHR by the end of their shifts due to the need for the next shift not to duplicate the follow-up calls and to have better continuity.  Staff providing crisis services are required to report immediately to their crisis supervisor about any barriers to meeting these documentation requirements.
• Serve as primary staff for disaster recovery deployment, with the expectation that crisis services staff will keep up their training for Psychological First Aid. Staff will also be part of a rotation for disaster assistance at Disaster Recovery Centers, emergency shelters and other sites.

• Will be responsible and accountable for the adherence to and promotion of the agency compliance policy and will require communication with various departments to foster, develop and continue our community partnerships as it relates to the position.

• Treat all individuals with the utmost courtesy, decency and respect.

• Provide responsive, and efficient services.

• Interact with staff, consumers, local entities and advocacy groups to provide a service that meets local needs.

• Provide highest level of Customer Service for both internal and external customers.

• Required to report personnel leave; flex time and emergency leave to assigned supervisor.

• Strict adherence to the professional, ethical, and legal requirements set forth in GCC's Business Code of Conduct as well as the Corporate Compliance Plan.

• Consistent adherence to the Center's Dress Code.

• Consistent adherence to Center safety guidelines and expectations.

• May be required to travel within Brazoria and Galveston Counties.

• Out of region travel may be required to attend trainings.

• Must maintain a clear driving record and driver's license in accordance with our Driver Policy.

• Requires current Texas Driver's License, reliable transportation and must maintain current auto liability insurance.

Non-Essential Job Duties:

• Demonstrates a commitment to providing exceptional customer service to patients, co-workers and the community.
• Demonstrates an ability to perform job tasks in an appropriately responsive, culturally sensitive manner recognizing one's own biases.
• Work practices meet health and safety guidelines and requirements
• Demonstrates dependable attendance and punctuality
• Maintain current status in required trainings, TRR Certification must not expire and shall stay current
• Demonstrates an ability to implement trauma informed principles when working with clients and co-workers

Supervision:

• Receives direct supervision from Director of Crisis Services.

Required Education:

• Bachelors degree from an accredited college or University in the Behavioral Science field of study.

Preferred Education/Licensure/Certifications:

• Master's degree in psychology, Counseling, Social Work, or related field from an accredited college or university.

Required Licensure/Certifications:

• N/A

Required Experience:

• N/A

Preferred Experience:

• 1 year related mental health experience is preferred.

Abilities/Traits:

• General knowledge of mental health disorders
• Ability to remain calm in stressful situations
• Self motivated with good time management skills
• Ability to multi-task
• Good interpersonal skills
• Ability to establish cooperative relationships with individuals in crisis situations
• Must learn and use the Trauma Informed Principles in performing assessments with persons in crisis so as to not add any  further traumatic experiences
• Ability to express self clearly and effectively, orally and in writing.
• Requires ability to work within a team approach.
• Requires proficiency with computer skills, programs and email.

Working Conditions:

• Work will be performed in the Office, Field and/or Remotely setting(s).
• May require varied work hours depending on need of clients.
• Out of region travel may be required to attend trainings.
• May require travel to various locations within Brazoria and Galveston Counties. Requires current Texas Driver's License, reliable transportation safe and current with all state requirements, and liability insurance.
• Crisis outreach staff are expected to work together as a team to have a schedule that maintains crisis services 24 hours a day and 365 days a year. 
• Crisis staff are required to work on Center holidays unless approved for a skeleton crew by the Crisis Services Director.
• Crisis staff that work on Center holidays will be paid their hours worked and an additional 8 hours of holiday pay or they can take the holiday off another day that is approved by the Crisis Services Director.

Special Projects:

• Assist supervisor when requested to complete special projects and complete all assignments within a time frame negotiated with the supervisor. Completion of other duties as assigned by supervisor as it relates to the program and position.

Job Related Physical/Mental Requirements & Environmental Conditions:

Physical:

• Ability to transport, adjust and/or move items up to 55 lbs.
• Ability to ascend/descend stairs.
• Ability to remain in a stationary position for long periods of time.
• Ability to handle objects.
• Ability to operate office equipment.
• Ability to move around within an office setting and/or other locations as needed; may include ability to bend/twist, kneel/stoop and/or reach for items.
• Ability to push/pull, crawl/squat as it relates to PMAB requirements; may be required to perform PMAB restraints as it relates to program requirements. 
• Ability to detect and write effectively.
• Ability to hear (with or without aid).
• Ability to have visual acuity to operate a motor vehicle and observe objects within work setting.

Mental:

• Ability to accept constructive criticism.
• Ability to maintain regular attendance.
• Ability to understand, communicate and comprehend accurate information with others in English.
• Ability to reason and analyze effectively.
• Ability to solve practical problems as it relates to position.
• Required to pass and maintain all Center mandated trainings.

Work Site/Environmental Conditions:

• Ability to work alone.
• Ability to work closely with others.
• Ability to work closely with clients and/or family members with poor hygiene. Ability to work long and/or irregular hours.
• May be subjected to hostile environment.
• May be subjected to high crime environment.
• Potential exposure to tobacco products.
• May be subjected to both inside and outside environmental conditions.
• Subject to standard noise levels within working environment.
• Travel by motor vehicle, van, bus or plane may be required.

Qualified individuals must be able to perform these functions with or without reasonable accommodations as based on ADA requirements.