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After Hours Agency On Call Worker

Orchard Park

Summary of Position Function

Ensure that all clients from Spectrum and other Agencies who contract with Spectrum Health & Human Services (SHHS) receive the support and/or services needed when accessing the SHHS after-hours crisis line.  Ensure that these clients are safe, and that they have the proper assistance in managing their crisis or emergency. Stabilize the client in the community using natural supports, professional supports, and established crisis plans in order to prevent unnecessary hospital visits.

Education Requirements

  • Licensed or credentialled staff preferred (LMSW, LMHC, CASAC).  Bachelor’s Degree is acceptable provided that the applicant meets the experience requirement below.


  • Three (3) years full-time paid experience providing direct services with at-risk children, adolescents, or adults that includes crisis interventions, safety planning and service coordination.

Interested in this position?

Major Duties & Responsibilities

  • Provide professional support to clients, and their families, that call the after-hours phone; initiate appropriate services to stabilize current crisis situation (telephone support, CARES, Mobile Crisis Teams, Crisis Services, 911, etc.).
  • Provide effective crisis intervention services, and empower clients/families to utilize natural supports and already established professional linkages.
  • Provide accurate information to clients/families about available resources in the community that can assist with on-going crisis stabilization.
  • Obtain current demographics for documentation; that include caller’s name, client’s name, phone numbers, address, and DOB (at the minimum).
  • Maintain progress notes, records, reports, and/or legal documents consistent with the standards of practice for all governing and contract agencies.


  • Must be committed to strength-based, family focused values consistent with WRAP core values, crisis intervention best practices, and agency principles and practices.
  • Must have excellent engagement and crisis intervention skills.
  • Must be able to work effectively with all clients, families, staff and community contacts from a variety of cultural and ethnic backgrounds.
  • Must convey empathy and respect in all interactions with clients and others who contact SHHS.
  • Must have an ability to adapt to changes in regulatory and contract requirements and program design/function to operationalize those.
  • Must have proficiency in working in several EHR systems.

Interested in this position?

Other Clinical Positions Available

Mental Health Counselor/Social Worker