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Company Name : IXP Corporation
Location : Princeton, NJ
Position : 911 Crisis Navigators
Job Description : If you are eager to launch your career in public safety and behavioral health, we want to hear from you!
Experienced and non-experienced candidates welcome!
Veterans, retired public safety, social and behavioral health service professionals encouraged to apply!
Compensation commensurate with experience
Signing bonuses available for eligible candidates
To learn more about the experience of working at IXP directly from our employees click here to choose a video from our “About Me at IXP” series!
Position Overview
Position is an essential personnel position which requires working in a variety of situations including during holidays, weekends, day/evening/night shifts, and during state of emergency. Candidates are required to work any day of the week with varied hours that are adjusted to the overall operational needs. Position supports a 24/7, 365-day operation. Successful candidates must be able to work all shifts and have the flexibility to alter schedule based on departmental and operational need. Schedule flexibility for work-life balance.
This position is responsible for receiving emergency calls for service over the telephone and by other means, employing appropriate call screening protocols, and responding to those calls by coordinating the appropriate public safety or behavioral health resources. This position is responsible for interaction with other public safety dispatch centers and behavioral health centers in the answering and transferring of calls and incident information, and for maintaining communications with field personnel in public safety and mental/behavioral/medical health and support agencies. This position is required to respond appropriately to requests for services and information from field personnel. The Crisis Navigator will report directly to the Crisis Shift Supervisor.
Crisis Navigators will work closely with police departments and 911 PSAP’s by interacting with callers who are experiencing difficulties such as behavioral health, family crisis, substance abuse, or socially related challenges. This response will be quite different and more medically or socially based than the traditional 911 response. The Crisis Navigator will add to each call, a trained licensed behavioral health professional and will play an invaluable role in triaging the needs of persons in distress, ensuring assignment to appropriate resources. Crisis Navigators will provide support to behavioral health clinicians, police officers, or emergency medical responders with all necessary and available details before, during and after response. Traditionally, IXP Crisis Navigators, 9-1-1 telecommunicators and behavioral health clinicians worked in silos, each referring callers to the other when circumstances dictated. Our goal is to address both, emergency and non-emergency behavioral and mental health related calls through an integrated behavioral health expert who will be conferenced in with the Navigator and caller for more timely and appropriate aid. The Crisis Navigator will assess the caller’s circumstances and employ professional intervention and de-escalation methods while effectively assisting the 911 telecommunicator in starting specific emergency response protocols best suited for the situation, as needed.
Essential Functions & Responsibilities
Processes incoming and outgoing emergency telephone calls, ensuring agency policy, procedures and goals are met.
Communicates with primary PSAP’s and behavioral health clinicians ensuring agency policy, procedures and goals are met.
Provides Crisis Supervisor with input regarding policies and procedures pertaining to the operation of the behavioral health dispatch center.
Speaks English clearly and verbally communicates effectively.
Works effectively and calmly in a high stress environment.
Ability to maintain control of the call and initiate efforts to de-escalate circumstances as appropriate.
Maintains familiarity with the general geography of the communities served.
Meets all IXP training requirements and those required by other participating agencies.
Participates in available professional development.
Communicates in a positive manner with the Crisis Supervisor and other center staff.
Reports commendable performance or deficiencies or liability issues to the Crisis Supervisor in a timely manner.
Preferred knowledge/ability to learn new skills
Knowledge of accepted call handling practices for public safety and behavioral health call takers with an emphasis on professionalism and high-level customer service.
Familiarity with principles and practices of call triage and de-escalation techniques, radio communications as well as the proper policies and procedures used in emergency response with an emphasis on professionalism and a high level of customer service.
Knowledge of all operational aspects of a public safety and behavioral health communications center.
Communication facilities, equipment and management practices as they pertain to the operation of a public safety and behavioral health communications center.
Technology systems utilized by emergency communications center.
Operational needs of public safety responders and behavioral health clinicians and staff.
Agency’s geographical service areas and relationship/location of responders.
Practical working knowledge in emergency communications.
Requirements
Successfully complete a myriad of training initiatives and certifications for call handling and response practices.
Learn to operate a variety of technology including contemporary computer, radio and telephone systems.
Work independently with minimal supervision.
Work in an environment where multiple activities are routinely underway that influence the performance of the duties assigned.
Coordinate multiple priorities and competing demands on time.
Simultaneously process information from multiple sources (verbal, text, and video) and keep information clear.
Quickly and accurately recall information, specifically names, numbers, and details.
Make appropriate decisions based on minimal information.
Deal with sensitive information in a discreet and professional manner.
Follow prescribed rules, regulations and procedures.
Recall details and record information/numbers quickly and correctly.
Communicate effectively and professionally, both orally and in writing.
Work collaboratively and cooperatively with co-workers and personnel from customer agencies.
Be able to work in a shift-work environment with variable hours of work and schedule over the course of typical work year.
Present ideas and recommendations in a clear and concise manner.
Be reliable, and highly dependable in reporting for work on time and as scheduled, on a consistent basis.
Be available for overtime as needed.
Qualifications and Skills
High School Diploma (or equivalent).
Two (2) years of proven paid experience in public safety communications (preferred).
Three (3) years general work experience, (preferred).
Background in mental health, psychology, psychiatry, social work, therapy, or counseling preferred.
Experience in crisis intervention preferred.
Must have completed/or will complete
Emergency Medical Dispatch (EMD) Certification through the National Academies of Emergency Dispatch (NAED).
Emergency Telecommunicator Certification (ETC) through the National Academies of Emergency Dispatch (NAED).
General Police, Fire, EMS, and Behavioral Health operations training.
Cardio Pulmonary Resuscitation (CPR).
Work Environment
Shift work environment where we offer flexible shifts for an employee work-life balance.
Breaks and meals scheduled by Supervisors rather than individual desire.
Call back and overtime required.
24/7 operations with scheduled shifts that may include holidays.
Work performed at a stationary workstation.
Occasionally will need to handle hostile, abusive or distressed callers in a professional manner.
Must be able to perform under pressure and in a stressful environment.
Physical Demands
Dexterity of hands and fingers to operate personal computers.
Sitting for extended periods of time working at computer keyboards, monitoring a variety of public safety communications systems, completing documentation required of operations.
Vision, specifically to include up close, distance, color and peripheral; depth perception and ability to adjust focus.
Hearing and speaking to exchange information with emergency callers and public safety personnel.
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