Job Description

About Delaware Guidance Services

Delaware Guidance Services for Children and Youth, Inc. (DGS) is the largest provider of outpatient behavioral health services to children and families in Delaware. We operate offices in Wilmington, Newark, Dover, Lewes, and Seaford, and we are the only statewide not-for-profit outpatient behavioral health organization for children and adolescents accredited by JCAHO. In 2020, we were honored as a Compassionate Champion for our dedication to serving youth and families using a trauma-informed approach.

Through DGS, clients and families have access to outpatient counseling, group therapy, parent-child interaction therapy, and school-based services. Our community-based service lines serve youth and families who require a more intense therapeutic protocol. DGS' 24-hour statewide Mobile Response and Stabilization Services (MRSS) dispatches skilled crisis intervention clinicians to provide immediate care to children experiencing behavioral health crises. Therapeutic options are available for a wide range of diagnoses including depression, anxiety, mood disorders, eating disorders, traumatic stress-related disorders, and suicidal ideation. In 2021, DGS clinicians provided over 54,000 direct care hours to children, youth, and families in Delaware. Over 93% of clients report improvement in their level of functioning following treatment, and therapeutic benefits derived from trauma-informed care extend to clients' siblings, caregivers, classmates, and peers.

Our client population is racially and ethnically diverse; 80% of DGS clients are Medicaid recipients and 90% have household incomes under $30,000. Many of our clients present with significant treatment challenges including learning impacts due to missed school and negative economic impact due to parental missed work. We provide care to anyone in need, regardless of insurance status or ability to pay for care. DGS also provides services specifically tailored to meet the unique behavioral health care needs of child welfare-involved families and foster youth

Position Information:

Under the supervision of the Call Center Supervisor, the Call Center Dispatcher will take calls into the crisis call center for youth and families in crisis regarding psychological and emotional problems (such as out of control behavior, suicidal/homicidal ideation and/or family problems) while maintaining safety, obtaining all necessary triage information, and then dispatching a clinician. The Call Center Dispatcher will also assist in the daily case management duties for each county.

Job Requirements:

Crisis Dispatcher

Maintain professional interactions during crisis calls with all stakeholders Maintain high levels of teamwork with effective communication Engage in calls with an empathetic and professional attitude Use critical thinking skills while triaging calls and dispatching clinicians
Case Management

Support the MRSS team in the management of cases referred for assessments and follow-up services Communicate with and provide appropriate documentation to the PBH team Conduct satisfaction surveys and other quality assurance measures in support of the MRSS program Maintain appropriate and quality documentation
Data Entry

Enter appropriate documentation into the DSCYF system Develop and maintain programmatic needs and outcome studies.
General Responsibilities

Uphold professional standards of treatment and the mission of the organization Maintain a quality code of conduct, ethics and professionalism Provide goal-directed and team-oriented services Communicate effectively and professionally with all stakeholders

Work environment:

Call center, Office-based, Lewes, Delaware

Physical demands:

Prolonged periods of sitting at a desk and working on a computer Must be able to lift up to 15 pounds at times

Travel required:

None

Required education and experience:

Bachelor's degree from an accredited school in the human resource field

Preferred education and experience:

Minimum of 1 year experience in mental health field * Call center or emergency services experience