Common Ground
  • 23-Dec-2019 (EST)
  • Crisis Assessment Team
  • Pontiac, MI, USA
  • 14.42 - 16.82
  • Hourly
  • Full Time

Generous paid time off

This position works 4:00 pm - 12:00 am, weekends only schedule



The Crisis Traffic Coordinator (CTC), located at the Resource & Crisis Center is a part of the Crisis Assessment Team, which is comprised of Welcoming Specialists, Crisis Traffic Coordinators, Crisis Clinicians, Oakland Crisis Intervention Recovery Team (OCIRT) Clinician and Recovery Coach, and the Shift Supervisor. Although the CTC has no direct contact with the people served, they have a significant impact on the experience of people served. Their core purpose is to assist with the flow of people through the crisis continuum so that people in crisis get the help that they need as quickly as possible. The CTC tracks people's movement through the crisis continuum and Emergency Department (EDs) and alerts the Shift Supervisor when people are waiting too long or are stuck, or when part of the continuum is not working as intended. The goal of handling ED referrals is to complete as much of the welcoming process in advance of the person's arrival so that the time spent collecting information from the person is minimal and services can begin quickly.



The CTC carries a mobile phone or walkie-talkie at all times, except breaks, during their shift and regularly observes status of lobby, OACIS-Crisis Stabilization Unit, Crisis Residential Unit (CRU), and other assessment areas to validate the Referral Log; notifies the Shift Supervisor when people in the lobby wait too long for an assessment/care plan (no longer than 1 hour) or when 4 hours wait time in EDs after medical clearance is approaching and tracks this information in the Referral Log for analysis by leadership and the Mission Impact & Data Analysis team; expedites the welcoming process and services to people who arrive via ambulance from an emergency department by completing Welcome Form and functions BEFORE the person arrives and within 15 minutes of receiving the referral from an ED.

  • Checks County of Finance Responsibility (COFR) and follows the MDHHS Technical Requirements for Community Mental Health and if not Oakland County COFR, arranges for the person's home county to intervene.
  • Checks insurance in CHAMPS and Web Dennis
  • Completes as much information as is available from the ED into the Welcome Form in the Electronic Health Record. The Date of Arrival, Start Time, and Date/Time of First Contact After Acute Medical Care will allow tracking of the length of time the person is waiting in the ED
  • Contacts Core Provider Agency if open (if on ACT Team, contacts ACT who will go to ED and do the assessment).
  • Checks guardianship in Electronic Health Record
  • Enters information into referral log which includes date and time of referral, referral source, type of referral, location of person, insurance, guardianship, CPA, disposition, arrival/departure time, etc.
  • Contacts and answers calls to/from Core Providers regarding people in EDs or at the Resource & Crisis Center; Contacts and answers calls from hospitals to coordinate ED interventions by the Crisis Assessment Team and to secure admissions for psychiatric inpatient.
  • The CTC gives the ED referral information collected to the Shift Supervisor or Crisis Clinician as directed by the Shift Supervisor to determine which of pathways is best for the person served through the completion of the Triage.
  • The CTC arranges for the Crisis Residential Unit bed, inpatient bed, Intensive Crisis Stabilization Team (for children) referral, deploys Oakland Crisis Intervention Recovery Team, refers to a Partial Hospital Program (PHP) provider, or refers to Sober Support Unit. The CTC completes the Referral Log. The CTC will contact the PHP or inpatient provider of the family's choice within the specific level of care. If the choice cannot be honored, the CTC will arrange for next available.
  • Ensures that incoming and outgoing fax correspondence contains appropriate documentation; Manages Hospital Refusal Log. Ensure all paperwork is completed and Referral Log is updated in real time.



Participate in daily team huddles; Work closely with other Common Ground programs, crisis safety-net providers, Oakland Community Health Network, core provider network, area emergency departments, and the access system; Comply with attendance and punctuality policies, as well as all other Common Ground policies and procedures. During slow times initiate assistance to other teams; Provide first aid and emergency procedures, as needed; Perform other job-related duties as assigned.





  • 2+ years of clerical experience
  • 2+ years of experience as a front office Medical Assistant (preferred)
  • Valid driver's license and clean driving record





  • Community resources
  • Basic intervention skills
  • Current behavioral management and de-escalation techniques in a safe, calm, and caring manner



  • Perform job functions consistent with protocols, procedures, and job instructions
  • Demonstrates the ability to complete required documentation with high quality of content
  • Type and use EHR and operate office equipment efficiently
  • Work independently and apply critical thinking/decision making skills
  • Establish and maintain effective working relationships with a multi-disciplinary team
  • Demonstrate proficiency in relevant software and applications (i.e. Microsoft Word, Excel, PowerPoint and Outlook)



  • Demonstrates adherence to, and understanding of, confidentiality and release of information requirements
  • Demonstrates ability to provide help and support to other members of the team, and to be proactive in offering additional assistance in challenging situations
  • Ability to work independently and apply critical thinking/decision making skills
  • Understand and follow verbal and written instructions
  • Communicate effectively, both verbally and in writing
  • Maintain collaborative, inter-professional links with colleagues and other health care professionals
  • Apply trauma informed principles and values with knowledge, decisions, and treatment of all people served (virtually)



  • High School Diploma or GED
  • 2+ years of clerical experience
  • 2+ years of experience as a front office Medical Assistant (preferred)
  • Experience in the mental health field (preferred)


Physical Requirements:

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


Environmental Working Requirements:

Work is done in a recovery oriented and supportive clinical/crisis environment. Assignments may require work to be done on an individual basis or in teams with members at various staffing levels. The work environment is that of a crisis center and may subject staff to behavioral and medical events that could be physically hazardous. Local travel requiring the use of one's vehicle is necessary in order to provide mobile assessments but does not include transporting people served.

Other Requirements:

The ability to work various shifts and hours including weekday and weekend hours; Some local travel may be required; All electronic or hard copy documents are complete, accurate, and signed prior to end of shift; Attitude and actions are aligned with the organizational mission and values; Promote a team environment; Focus on the strengths and needs of the person/families served; Adhere to established Quality Improvement Indicators; Participate in training and orientation of new staff and interns.

Full Job Description
Common Ground
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