Program Coordinator, 911 Diversion

Program Coordinator, 911 Diversion (Olympic Suicide Prevention Center)

This is a hybrid position based in Century City, CA.

The pay range for this role is between $70,305-$72,305 annually.

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About Didi Hirsch

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation's first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch's work possible.

Summary

As a 911 Diversion Program Coordinator, you will oversee and coordinate the SPC program's 911 Diversion activities, ensuring smooth daily operations and compliance with program standards, contracts, policies, and procedures. You will provide guidance and support to program participants, review 911 Diversion calls for quality and appropriateness, and ensure accurate documentation and regulatory compliance. In this role, you will collaborate closely with law enforcement, first responder organizations, and emergency service providers to strengthen partnerships and support the expansion of effective crisis response services.

Primary Duties

Program Coordination

• Support the project leader for the SPC 911 diversion programs.
• Coordinate regular check-in/data review meetings with the program's law enforcement and PSAP partners.
• Support the SPC training & outreach team in identifying and participating in community-facing suicide prevention training and outreach efforts, involving community partners related to alternative crisis response programs.
• Serve as the lead and main point of contact for onsite dispatch call center activities, including sit-alongs and roll call trainings and debriefs.
• Coordinate SPC staff site visits to participating dispatch centers.
• Under the guidance of the project leaders, coordinate and provide implementation and refresher trainings to dispatch staff and program partners.
• Coordinate virtual (ongoing) roundtable convening opportunities for crisis center and dispatch staff.
• Provide guidance and feedback to crisis line management staff on crisis counselor performance.
• Support SPC crisis line training team in identifying Shift Supervisor and Crisis Counselor training needs related to 911 diversion and crisis response.
• Recommend development and implementation of training sessions and participate in delivering training sessions to meet the program needs.
• Under the guidance of the project leader, work with the SPC crisis line management team in the maintenance and development of crisis center processes and procedures, as they relate to the 911 diversion programs.
• Must maintain a weekly crisis line shift as a 988 counselor, as needed.
• Attend, participate, lead and/or facilitate routinely scheduled meetings as requested or required for the program, division, or Agency.

Program Quality, Compliance, and Reporting

• Routinely monitor crisis calls, review call reports, and provide feedback and consultation to the crisis line management team.
• Responsible as the lead person to receive and track End-of-Shift (EOS) report notations related to 911 diversion.
• Responsible for running regular QA reviews and managing follow up on all instances of non-adherence.
• Responsible for measuring progress against plans and stated goals as it applies to program documentation.
• Review reports prepared by program staff to ensure all legal, contractual, and revenue-generating reports meet or exceed required agency and applicable regulatory agencies' standards.
• Ensure all administrative documentation, including data submission, is accurate and submitted within the established timeframe, and analyze information and prepare routine reports including those used to assess performance.

Position Requirements

• Bachelor's degree or equivalent.
• Minimum of three years of experience working in a mental health related position. Crisis line or dispatch experience and work within or with law enforcement preferred.
• Prior experience as a program coordinator or similar role supporting multiple agencies.
• Working knowledge of mental health and/or call center coordination and management.
• The ability to support the values and mission of Didi Hirsch as related to employment.
• Working knowledge of Agency policies and procedures, HIPAA, DMH, Department of Social Services, CalWORKs, and other state and federal regulations relating to outpatient mental health services.
• Detail-oriented and the skill to present ideas, information, and viewpoints clearly, both verbally and in writing.
• Proficiency in Microsoft Word, Excel, and PowerPoint; experience with Canva is a plus.
• Strong public speaking/presentation skills and experience.
• Ability to adapt to changing priorities and handle a dynamic work environment in collaboration with law enforcement agencies and other community partners.
• Ability to use analysis, experience, and judgment to make effective decisions.
• Commitment to team objectives and Didi Hirsch philosophies.
• Ability to adapt to changing needs by acquiring new skills and knowledge.
• Current California driver's license and a driving record acceptable to the Agency's insurance carrier.