Triage Counselor

Ranked one of Tennessee’s top places to work, MHC is a rare and special place where outstanding company culture is intentional. Where clients and associates are treated the same, as equals.

Mental Health Cooperative, Inc. (MHC) was formed in 1993 to serve individuals with severe and persistent mental illness.  Since then, we have expanded our services to children and adolescents with severe emotional disorders across Middle and East Tennessee.

Our sole purpose is to support and treat those challenged with serious mental illness and poverty. Although based out of Nashville, we serve several communities across middle and East Tennessee with satellite offices in Antioch, Gallatin, Dickson, Columbia, Cleveland, Murfreesboro, Clarksville, Cookeville, Chattanooga, and Memphis. 

If you are interested in joining a team that is caring, collaborative, innovative and energizing this might be a great place for you!

Answer incoming calls to the Crisis Department, determine the nature and necessary response to the calls, and route the calls to the appropriate team.

Position Summary:  Answer incoming calls to the Crisis Department, determine the nature and necessary response to the calls, and route the calls to the appropriate team.   

Position Responsibilities:   

• Provide telephone counseling to consumers, their families and other concerned persons involving a psychiatric emergency. 
• Assess for a response to the scene by the Crisis Counselor. 
• Maintain accurate records and adhere to confidentiality requirements. 
• Link client to appropriate community resources. 
• Enter information into computer systems. 
• Assist community agencies with information and/or disposition. 
• In consultation with Crisis Counselors, triage cases in order to determine priority of each call that will require a face-to-face encounter. 
• Provide assistance to callers on the Statewide Line and ensure that callers get routed to appropriate team for assistance. 
• Provide follow-up calls to consumers seen in crisis as set for in Title 33. 
• Maintain appropriate customer service skills at all times. 
• Assist in gathering information and providing assistance on walk-in cares in the Crisis department. 
• Assist teammates as needed. 
• Attend staff meetings. 
• Assist in training new staff as appropriate. 

Other Responsibilities: 

• Responsible for attending all mandatory in-services, continuing education and annual health requirements 
• Comply with all Corporate Compliance policies, practices and procedures 
• Report all unethical activities to supervisor, Corporate Compliance Office, Values Hotline number or Human Resource Director 
• Comply with all OSHA and safety policies, practices, and procedures.  Report all unsafe practices or accidents to supervisor, Safety Supervisor and/or OSHA Coordinator 
• Will be compliant with the relevant regulations concerning the privacy and security of consumer’s protected health information (PHI) as established by the Health Insurance Portability and Accountability Act of 1996 (HIPAA) 
• Participate in proactive team efforts to achieve departmental and company goals 
• Perform other duties as assigned 
• Provide leadership to others through example and sharing of knowledge/skill 
• Follow all policies and procedures set by the Agency 

Essential Skills and Experience: 

• A mental health professional with specialized training in crisis intervention
• Bachelor’s degree in counseling, psychology, social work, or a related field
• One year of mental health experience

Essential Requirements for the Position: 

• Valid Tennessee Driver’s License 

• Acceptable Motor Vehicle Report (MVR) 

• Acceptable Criminal Background Investigation 

• Personal Automobile Insurance 

Core Competencies: 

Interpersonal Skills 

• Demonstrates the ability to work independently to make critical decisions and to work collaboratively as an integral part of a team (crisis team and agency wide team) 

• Assists teammates when needed 

• Has the ability to initiate, develop and maintain effective working relationships with Consumers, families, law enforcement and other referral sources. 

• Understands and is able to use conflict resolution and negotiation skills in order to defuse difficult situations 

• Demonstrates professionalism and empathy with Consumers and referral sources 

Assessment and Intervention Skills 

• Ability to evaluate risk factors and potential risk factors during triage assessments 

• Ability to thoroughly and accurately explain and document triage assessment and plan of action for each triaged call 

• Demonstrates comprehensive knowledge of community resources and utilizes knowledge to assist Callers 

Customer Service 

• Internal and external customer service indicative of mutual respect & trust 

 Joint Commission Competencies: 

• Consumer Engagement – establishes and maintains a therapeutic relationship via effective, appropriate communication and behaviors with consumers.  

• Suicide Specific Triage Assessments – use of C-SSRS and suicide specific assessment.  

• Appropriate use of Therapeutic Options De-escalation and Restraint.  

• Appropriate Triage Disposition for supported by clinically based rationale.  

• Professional and complete communication and coordination of care.  

• Appropriate use of Therapeutic Options De-escalation.  

• Actively participates in consultation process.  

• Maintain timely availability for calls through appropriate logging in and logging out.  

• Establish further care by scheduling and completing follow up calls.  

• Complete all clinical documentation in specified time periods.  

• Complete all Crisis Management System documentation in a timely manner.  

• Demonstrates ability to work independently to make critical decisions and to work collaboratively as an integral part of a team.  

• Demonstrates appropriate infection prevention and control through proper hand hygiene.  

• Demonstrates evidenced informed practice related to substance use disorders.  

• Demonstrates evidenced informed practice related to clinical care of children and youth.  

Physical Demands and Work Environment: 

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. 

• Work environment: The noise level in the work environment is usually moderate. 

 Mental Health Cooperative embraces inclusion, diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Mental Health Cooperative is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.