Job Description
COMMUNITY CARE RESPONDER
- One (1) Full-time Vacancy
Work Schedule
40 Hours per week
The regular work schedule will be determined based on programmatic needs. The position will require occasional Saturday hours and flexibility to accommodate evening assignments as needed.
- Salary Grade E; Hourly Rate Range: $22.84 - $29.99
- Anticipated Hiring Hourly Rate Range: $22.84 - $25.86
Definition
Community Responder-Communications will respond to and prioritize incoming 9-1-1 referrals and non-emergency calls, ensure accurate information is gathered, assess the situation, determine the appropriate level of care, and dispatch the necessary resources or refer individuals to suitable services.
Essential Functions
The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
- Respond to and prioritize incoming 9-1-1 referrals and non-emergency calls, ensure accurate information is gathered, assess the situation, determine the appropriate level of care, and dispatch the necessary resources or refer individuals to suitable services.
- Act as the main point of contact for daily collaborations with law enforcement, emergency
services, and health agencies to coordinate response efforts, share critical information, and
provide comprehensive support to community members in crisis. This role requires
managing access to private and sensitive data within the DHHS DCC, ensuring a strict
adherence to confidentiality protocols. The position involves deploying the Community
Responder (CR) team using role-based data access while exercising discretion with sensitive
case-level information in a HIPAA-compliant case management system.
- Needs may include those navigating substance use or conflicts, experiencing emotional distress,, houselessness, difficulty meeting basic needs,, those in need of first aid, and other related situations. Help to mediate and problem solve with community members around topics including shared space, concern for others, and community agreements. . Provide follow up planning to ensure short term or long term agreements during difficult situations in a variety of settings that establish resolutions in the moment of an emergency or future needs.
- Initiate supportive follow-up to connect community members who have received emergency services in real time or on going with medical, non-clinical and clinical services as requested.
- Help to build confidence and trust with community members in need, offer additional resources, community connections and support services that are culturally relevant, focused on the social determinants of health.
- Respond to daily requests in a timely manner, demonstrating effective communication and time management. Consult with leadership as needed to assist in risk assessment, need for additional response and coordination of care of complex cases.
- Maintain and aggregate data to ensure that programs are equitably serving People of Color, LGBTQ+ and those often excluded from services. Utilize ethical principles of data collection, analysis and reporting to ensure that at every state in the life of the data it is being used to advance equity rather than further stigmatize marginalized social identity groups; use data in accordance with HIPAA compliance.
- Participate in various community conversations to address harm reduction, racial equity, structural racism and other forms of bias and stigma related to mental illness, substance use disorders, homelessness and poverty.
- Complete all required training by the Division of Community Care and keep current by attending continued education in those subjects identified by the Director. Examples are currently Trauma-informed practices, racially and culturally-informed practices, Peer Non-Clinical and Clinical Crisis Response and Support Model; Collaborative Problem-Solving, Harm Reduction Practices, Emergency Medical Response Training.
- Assist in services navigation or facilitate urgent/emergency elevated care when needed coordination with Police, EMS/Fire Department directly or with dispatchers utilizing mutual aid protocols.
- Will be trained to respond to calls in-person, and on an as-needed basis, will respond in-person for assistance that do not require police, paramedic, medical response or transport utilizing trauma informed, person-centered response to crisis response and harm reduction.
- Performs similar or related work as required.
Supervision Received
Under direct supervision of the Coordinator and Director. The employee is familiar with the work routine and follows procedure in carrying out assignments, consulting with the supervisor as needed on all matters not specifically covered by policy, procedure and suggested work methods. The employee refers unusual situations to the supervisor for advice and further instructions.
Judgment
The work requires examining, analyzing and evaluating facts and circumstances surrounding individual problems, or situations, and determining actions to be taken within the limits of standard or accepted practices. Unusual circumstances require consultation with supervisors. During any given workday the Community Responder is expected to competently perform tasks and build relationships during stressful situations while providing direct services to community members.
Complexity
The work consists of the practical application of a variety of concepts, practices and specialized techniques relating to the field of mental health, social support systems, substance use disorders and other social factors affecting community residents. Assignments typically involve evaluation and interpretation of factors, conditions or unusual circumstances, or determining the methods to accomplish the work.
Nature And Purpose Of Contacts
Relationships are primarily with co-workers and the public, involving frequent explanation, discussion or interpretation of practices, procedures, regulations or guidelines in order to render service, plan or coordinate work efforts, or resolve situational problems. Other regular contacts are with service recipients and employees of outside organizations. More than ordinary courtesy, tact and diplomacy is required to de-escalate situations and assist [clients].
Confidentiality
The employee has access to sensitive and confidential information, including HIPAA information in the performance of their duties.
Education And Experience
High School degree or GED required, and one or more years of demonstrated experience in crisis or peer support practices, any equivalent combination of education and experience, required. Preferred: Knowledge and direct experience of local resources for mental health, clinical and non-clinical resources, systems of care for complex and co-occurring conditions, substance use, peer support and harm reduction, houselessness and or other services.
Bilingual English/Spanish Is Highly Preferred.
Class D Driver’s License preferred.
The Community Care Responder Team will be a multidisciplinary combination of working and background or lived experienced staff - all applicants are encouraged to apply
- Applicants with non-traditional working experiences please list in detail years of experience, context, and references.
Work Environment
The work is performed in an office environment, in community-based centers and sometimes in health centers or other clinical settings. Travel using DCC vehicles or on foot is required to respond to in-the-field situations. Slightly unpleasant circumstances may exist in rare situations.
Physical Skills
PHYSICAL, MOTOR, AND VISUAL SKILLS
The work involves physical skills typical of community-based work, including sitting, standing, walking, climbing stairs, traveling, in vehicles, and stooping. May be required to lift objects weighing up to 50 pounds, and may require stretching, reaching and lifting to retrieve items including medical supplies and personal belongings.
Motor Skills
The work may require motor skills for activities such as moving objects, using office equipment, including but not limited to telephones, personal computers, handheld technology, and other office equipment.
Visual Skills
Essential position functions require the ability to review documents for general understanding and analytical purposes, the ability to adjust focus to view small print, depth perception, and color vision.
Knowledge, Ability, And Skills
Knowledge: Knowledge of and strong dedication to diversity, equity and inclusion across race, ethnicity, gender expression, sexual orientation, class and disability, demonstrated through academic, employment, and life experience.
Knowledge and direct experience of local resources for mental health, substance use, peer support and harm reduction, houselessness and/or other services.
Knowledge of the principles and practices of public health, social determinants of health, risk factors impacting people's health, outreach, and emergency response programmatic administration Knowledge of values of trauma informed and consent-based practices in communicating with diverse communities
Abilities: Ability to listen, learn and work respectfully and collaboratively with people who have social identities different from your own
Proficient computer skills including proficiency with use of mouse, email, Microsoft Office applications and databases, and the Google Office Suite.
Skills: Exceptional partnering and team-work skills; ability to engage with integrity, transparency and accountability.
- The Community Care Responder Team will be a multidisciplinary combination of working and background or lived experienced staff - all applicants are encouraged to apply.
~ Equal Opportunity Employer ~
This position is not eligible for benefits.
