Dispatch Team Lead

The Job/What You'll Do:

Responsible for managing dispatch functions for crisis line services; facilitating, tracking, and ensuring dispatch functions including dispatch of mobile crisis teams, trains and collaborates with mobile crisis team providers, and assists with other Dispatching tasks as needed. 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.

Responsibilities:

• Provides oversite and support to other staff as needed to ensure timely response to dispatch requests including extensive caseload monitoring to assure timely dispatch
• Update daily/weekly schedules at the beginning of your shift on front end and back end daily to ensure they are correct and contact mt's to ensure current availability and phone numbers.
• Responsible for ensuring that dispatchers have all the support they need to efficiently complete dispatch requests, escalates appropriate issues to supervisors, fills in to cover other staff's lunch and breaks.
• Be prepared to run any desk if staff call off or on PTO during your shift.
• Must master all facets of Dispatch, including procedures, processes, technology, regions, etc. including making sure all GPS units are functioning and correctly represented in the tracking software.
• Documents all dispatch and related interactions in the electronic health record and tracking logs. while randomly checking that they are filled out by dispatch staff correctly and assist with dispatching to ensure no delays.
• Utilize delay report with chart/graphs to keep staff updated on metrics and further learning capabilities.
• Adhere to call center policy and procedures as a role model for other staff.
• Provide training to mobile team providers and provider staff on the dispatching policies, procedures, and technology.
• Completes error reports and quality management tasks assigned by department leadership on a daily/weekly basis.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record in accordance with policies and procedures.
• 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.
• Weekly check-ins with your supervisor that are documented to provide training and development of this position.
• Other duties as assigned.

Knowledge, Skills, Abilities:

• Critical thinking skills for managing requests and decision-making skills that facilitate safety and resolution
• Ability to function effectively on a large, diverse team
• Clear, concise, and logical verbal and written communication skills
• Knowledge and skills of Microsoft Office specifically Excel, electronic health records, and telephone systems.
• Ability to work in fast paced and changing environment
• Concurrent management of multiple tasks and deadlines
• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• 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.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

• Minimum of 5 years of experience in field, Required
• Associates Degree, Required
• BHT Certification
  *Must meet one of the following BHT education and experience requirements: Master's Degree in behavioral health or healthcare related field; or Bachelor's degree in behavioral health or healthcare related field and one year of work experience, or volunteer behavioral health experience; or Associate's degree and at least two years of full time behavioral health work experience; or High school diploma or equivalency and four years of full time behavioral health work experience.

Job Industries

• Other