Dispatch Team Lead

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The Job/What You'll Do:

Responsible for managing dispatch functions for crisis line services; facilitating, tracking, and ensuring dispatch functions including dispatch of mobile crisis teams, trains and collaborates with mobile crisis team providers, and assists with other Dispatching tasks as needed. Promotes and maintains a business culture that is focused on Solari's core values of compassion, effort, and ownership. This is realized by demonstrating the following outcomes: safety, recovery and resiliency, engagement, efficiency, and service excellence.

Responsibilities:

• Provides oversite and support to other staff as needed to ensure timely response to dispatch requests including extensive caseload monitoring to assure timely dispatch
• Update daily/weekly schedules at the beginning of your shift on front end and back end daily to ensure they are correct and contact mt's to ensure current availability and phone numbers.
• Responsible for ensuring that dispatchers have all the support they need to efficiently complete dispatch requests, escalates appropriate issues to supervisors, fills in to cover other staff's lunch and breaks.
• Be prepared to run any desk if staff call off or on PTO during your shift.
• Must master all facets of Dispatch, including procedures, processes, technology, regions, etc. including making sure all GPS units are functioning and correctly represented in the tracking software.
• Documents all dispatch and related interactions in the electronic health record and tracking logs. while randomly checking that they are filled out by dispatch staff correctly and assist with dispatching to ensure no delays.
• Utilize delay report with chart/graphs to keep staff updated on metrics and further learning capabilities.
• Adhere to call center policy and procedures as a role model for other staff.
• Provide training to mobile team providers and provider staff on the dispatching policies, procedures, and technology.
• Completes error reports and quality management tasks assigned by department leadership on a daily/weekly basis.
• Demonstrate effective documentation skills; ensure all interactions are documented in the designated electronic health record in accordance with policies and procedures.
• Respond to incoming calls and requests for dispatch services; complete outbound calls, emails, text, or chat to effectively coordinate care and resolve crisis situations; operate within required timeframes.
• Demonstrate effective engagement skills; inspire hope and promote recovery and resiliency.
• Weekly check-ins with your supervisor that are documented to provide training and development of this position.
• Other duties as assigned

Knowledge, Skills, Abilities:

• Critical thinking skills for managing requests and decision-making skills that facilitate safety and resolution

• Concurrent management of multiple tasks and deadlines; ability to work in fast paced and changing environment

• Ability to function effectively on a large, diverse team

• Clear, concise, and logical verbal and written communication skills

• Knowledge and skills of Microsoft Office specifically Excel, electronic health records, and telephone systems.

• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

• 5+ years of Dispatch Experience, Preferred
• Associate's Degree BHT Certification Required
• Must meet one of the following BHT education and experience requirements: Master's Degree in behavioral health or healthcare related field; or Bachelor's degree in behavioral health or healthcare related field and one year of work experience, or volunteer behavioral health experience; or Associate's degree and at least two years of full time behavioral health work experience; or High school diploma or equivalency and four years of full time behavioral health work experience

Working Conditions:

While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 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. Exposure to noise typical with office operations. Ability to hear and speak.

Who We Are & What We Offer:

Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Denver. Our mission is to Inspire Hope through our talented and compassionate staff.

Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.

• Friendly work environment
• Generous paid time off (PTO)
• Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
• Competitive compensation
• Convenient office locations and Hybrid Schedule
• On-site fitness room free to all employees (Tempe Office)
• Basic Life Insurance
• Voluntary Life, Spouse, Child Insurance
• Critical Illness w/free dependents
• Critical Illness Spouse
• Short Term & Long Term Disability- Starts first of the month after 90 days of employment
• 401K & 401K Roth - Starts first of the month after 90 days of employment
• United Pet Care
• LifeLock for identity theft
• LYRA EAP Program- 25 free sessions for mental health per family member

Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.

We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.