Dispatcher

Position Overview
The Dispatcher provides de-escalation, motivational interviewing, care coordination, and dispatching services for the Multi-Disciplinary Response Teams (MDRT). This high -volume role involves responding to calls from individuals seeking services, 911 diversions, and community reporting apps. Dispatchers assess clients' needs, determine service eligibility, provide crisis de-escalation, make referrals, and coordinate with internal staff, including Case Managers, clinicians, and safety personnel. This position works closely with Case Managers and Dispatch Leadership. 

Key Responsibilities
Crisis De-escalation
•    Utilize active listening and motivational interviewing techniques to assess the immediate needs and concerns of callers in distress.
•    Provide calming interventions to individuals experiencing emotional, behavioral, or situational crises.
•    De-escalate tense situations to ensure safety and encourage cooperation during interactions.
Eligibility screening and care coordination
•    Evaluate callers' eligibility for City Net’s programs and external resources by gathering key information about their circumstances, such as housing status, mental health, substance use, and other critical factors.
•    Coordinate with internal staff and partnering agencies.                        
Providing Referrals and Managing Contacts
•    Offer accurate and timely referrals to community resources.
•    Maintain an up-to-date database of local services and agencies to provide callers with tailored recommendations.
•    Foster positive relationships with community partners to streamline referral processes and improve service outcomes.
•    Serve as the primary point of contact for incoming calls, ensuring all interactions are logged and appropriately managed.                        `
Data management
•    Accurately document all calls, assessments, referrals, and dispatch activities in the agency's data systems.
•    Maintain detailed case notes and ensure confidentiality of sensitive client information.
•    Generate reports on call volume, response times, and service outcomes to support program evaluation and improvement.
•    Monitor and update client records to reflect changes in status or service needs promptly.
Compliance and Goal-Meeting
•    Consistently meet all assigned productivity and outcome goals
•    In all activities, comply with all contracts, funder requirements, and City Net procedures and policies
•    Meet or exceed all goals and requirements established for this position

Required Qualifications
•    Minimum 1 year of telephone emergency dispatch, information and referral, crisis/warmline, etc.
•    Experience interacting with people affected by homelessness, substance use disorders, chronic health and mental health concerns, domestic- and intimate-partner violence, and/or human trafficking
•    Excellent telephone, email, and text etiquette
•    Strong interpersonal, planning, and organization skills 
•    Strong computer and smartphone skills (including but not limited to MS Office, Google Suite)
•    Excellent professional boundaries