Call Center Intake Staff - TGCW

Title: Call Center Intake Staff


Duties/Responsibilities: The clinical team for The Guidance Center of Westchester’s Certified Community Behavioral Health Center (CCBHC) Access Center is responsible for providing quality coordinated crisis response, screening, engagement and linkages to care for mental health, alcoholism/addiction and other substance use, physical health and supportive services. The CCBHC Access Center interdisciplinary team includes psychotherapists, psychiatry, medical/nursing, care managers, peers, an engagement specialist, a court liaison and 24/7 Intake/Hotline staff. With the support of federal SAMHSA CCBHC funding, The Guidance Center of Westchester is able to provide services to individuals of all ages regardless of ability to pay, insurance or residence. The call center/intake position is responsible for responding to center calls in response to urgent and emergency situations. Serve as intake, engagement and crisis counselor to callers or in person for walk-ins. Develop and implement appropriate responses in collaboration with the Call Center Manager, including immediate hospitalization and/or referrals to other medical and mental health care offices. Respond to school districts for students in crisis and in need of stabilization. Ensure that cases are appropriately referred within TGCW Behavioral Health departments and/or DCOs. Coordinate interpretation support as needed. In addition to intake, this role will also provide coverage of the administrative team. Coverage can include answering phones, verifying insurance, opening and closing charts, verification of daily activities log.


Required Skills/Abilities: General Follow and implement the TGCW B.A.S.I.C. Tenets Passion for TGCW’s mission and purpose and an ability to communicate this passion to others Ability to identify emergency crisis situations and respond. Ability to stabilize crisis situations through telephonic and in-person support. Ability to do screenings to ascertain appropriateness for TGCW programs or other community- based programs. Knowledge and awareness of evidenced based practices as well as the ability to implement these approaches. Knowledge of services and systems available in the community including primary health care, support services and community resources. Strong engagement, communication and interpersonal skills. Knowledge and experience with clinical documentation in EMR


Some evening weekend coverage may be required- The Call Center is open 8:00AM to 12:00AM daily. Holiday hours are 9:00AM to 5:00PM.


Work Environment/ Physical Requirements:

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands: This is largely a sedentary role; however, some filing is required. This would require the ability to move files, open filing cabinets and bend or stand, as necessary. Team response to crisis calls in the community is required as needed.


Travel Requirements: 25-50% throughout Westchester as needed to support mobile crisis for TGCW’s CCBHC.


Hours: Full-time, 35 hours per week


Salary: Commensurate with experience


CONTACT PERSON: Felice Harris Fharris@theguidancecenter.org


The Guidance Center of Westchester

256 Washington Street

Mount Vernon, NY 10553

TheGuidanceCenter.org

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