Service Coordinator 1 - Crisis #1304

LifeWorks NW is a private, non-profit organization providing prevention, mental health, substance use treatment, and related social services to youths, adults, and older adults in over fifteen locations throughout Multnomah, Washington, and Clackamas counties. LifeWorks NW promotes a healthy community by providing quality and culturally responsive mental health and addiction services across the lifespan.

Our core values-Recovery and Relationships, Resilience, and Results-inform the work we do. The four pillars of the strategic vision include Compassionate, Impactful Care, Holistic Health, Passionate Team, and Thriving Organization. Diversity, Equity, and Inclusion are critical to successfully achieving the mission. We know that "life works" when people get the help they need and are dedicated to changing lives.

The Service Coordinator I, Crisis, assists with the implementation of short term stabilization plans, case management, family education, crisis intervention, resource and referral and coordination of multiple service providers for individuals who present at the walk in clinic or who are seen by the crisis team, under the direction of a senior clinician. Provides services onsite, within the community, and within clients' homes. Keeps accurate and timely records of activities.

As a behavioral health organization, LifeWorks NW employees are required to have had their COVID 19 vaccination (or have an approved medical/religious exemption) per State of Oregon rules. Proof of COVID-19 vaccination is required upon hire. 

Location: This position is based out of LifeWorks NW's Hawthorn site. 

Pay/Benefits: $26.97 to $28.42 per hour. Additional $7.50/hr differential for swing shift and weekends. 

This position is 40 hours a week. Full benefits.

Essential Responsibilities: (Must be able to be performed with or without reasonable accommodation.)

Top 5 Essential Tasks

  • Provides clients or family members with information about mental health and addictions issues and about available services and programs, making appropriate referrals when necessary.
  • Responsible for client orientation including advising clients and significant other(s) of the services offered through the program and recommend services.
  • Provides case-coordination by maintaining contact with other agencies, referral source(s) and staff regarding client and significant other(s) involvement in treatment services. Acts as a client advocate to coordinate required services or to resolve emergency problems in crisis situations. Provides clinical support to clients with immediate and urgent needs
  • Provides services in multiple locations, including the walk in center, people's homes and the community. Participates in mobile outreach to individuals in the community.
  • Provides input on clinical assessments and the development of short term crisis stabilization plans. Observes and influences clients' behavior, communication and interaction. Detects unusual behavior and reports observations to professional staff.
  • Maintains chart notes related to external contracts, obtains pertinent records from other treatment providers, and tracks client's involvement, follow-through and progress in varied treatment activities. Completes documentation in electronic health record system in a timely manner.

Psychiatric Care Coordination (PCC) Cross Training

  • All crisis service coordinators should expect to be cross trained to cover PCC tasks as needed. Functions as the primary liaison between patients and psychiatric providers by triaging patient requests, dispensing medications, and coordinating resources necessary to obtain services and medications, including direct coordination with pharmacies and insurance companies.
  • Functions as liaison between psychiatric provider and a wide variety of primary care providers and other specialists to ensure high level of coordination and shared planning.

Case Management

  • Coordinates with internal and external health care providers and social service personnel to obtain service for individuals or to participate in problem solving, and care coordination to meet individual's needs.
  • Provides assistance and support to connect individuals to community supports and resources.
  • Assists the client to the extent necessary, based on client's level of functioning, to access needed services and resources. Advocates on client's behalf. May attend appointments with client, if clinically indicated.
  • Identifies and encourages clients to participate in social, educational, and recreational activities, as indicated to assist with stabilization and support for preventing further crisis

Team Participation

  • Assists with maintaining up to date resource and referral information for the walk in center.
  • Provides assistance with "team tasks" (taking responsibility in one particular area i.e. arranging transportation).
  • Participates in regular individual and team meetings with supervisor providing written and verbal reports to supervisor regarding cases. Attends informational and clinical meetings which may include all-agency meetings, team meetings, consultation meetings with psychiatrist, intra-agency trainings, etc.
  • Assists with training new team members.
  • Checks e-mail/voice mail daily/throughout the day when working responding to contacts within 24 hours for routine matters (urgent matters may require a more immediate response).
  • Transports clients in personal or agency vehicles and travels between sites or in the community.
  • Other tasks as assigned

Clinical and Administrative Tasks

  • Meets standards for documentation and work accuracy as defined in the Performance Evaluation including timely completion of progress notes
  • Meets standards as defined in the Performance Evaluation for direct service, implementation and utilization of the clinical model, quality of clinical practice and teamwork.
  • Continually increases level of cultural sensitivity, awareness and competency. Actively participates in a minimum of four hours of training related to cultural effectiveness in working with diverse populations.
  • Uses agency systems for clocking in and out for shift, requesting leave and requesting updates to timesheet

Client Care

Reports any pertinent information to the proper authorities in cases of endangerment, neglect, or abuse of children, individuals with severe and persistent mental illness or the elderly.

Work Activities:

  • Acuity
  • Providing Direct Client Care - Providing individual and group skills training and case management.
  • Exposure to Environmental and/or Physical Hazards- May be exposed to various conditions specific to each home including stairs, pets, allergens, odors, alcohol or drug paraphernalia, and/or various other environmental elements.
  • Assisting Clients-Responsible for rendering assistance in clean up duties which may involve using the bodily fluids spill kit.
  • Suicide Risk Assessment and Safety Planning Use of the Columbia Suicide Severity Rating Scale to identify level of presenting risk and collaborate with team members to mitigate imminent risk, with the goal of hospital diversion when possible
  • De-escalation- use of verbal de-escalation skills to resolve heightened emotional situations on site and in the community, use of team approach to de-escalation as needed
  • Urgent Care Coordination- ability to work with the team to request and communicate with emergency services such as dispatch, law enforcement, paramedics, and hospitals


Training Team Members - Supporting new team members to learn the current workflow through a showing/lead process

Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.

Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.

Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.

Documenting/Recording Information - Entering or maintaining information in written or electronic form according to required timelines

Communicating with Supervisors or Peers or Outside Agencies- Providing information to supervisors and co-workers by telephone, in written form, or in person.

Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.

Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships or systems.

Performing General Physical Activities - Performing physical activities that require considerable use of arms and legs and moving the whole body, such as standing, sitting, lifting up to and occasionally 25 - 50 lbs, walking, reaching and twisting.

Qualifications: (Equivalent education and/or experience may be substituted for qualifications. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each task proficiently.)

Bachelor's degree in Psychology, Counseling, Social Work or a mental health related field OR a minimum of 3 years of prior experience with the related population in the counseling field.

This position requires a valid and active QMHA credential certification through MHACBO upon hire.

Proficient in Microsoft Outlook and Word. Ability to master proprietary software including electronic health record system and scheduling system required.

Valid driver's license, proof of current automobile insurance coverage, and verification of safe driving record from DMV.

(Below items are not quantifiable prior to hire, consider removing them)

Demonstrated ability to communicate effectively; understand mental health assessment, treatment and service terminology and individual, group, family and other counseling techniques; program policies and procedures for services and supports identified in an Individual Services and Supports Plan.

Demonstrated ability to provide culturally-competent treatment services to diverse client populations and maintain a cooperative working relationship with others in a culturally diverse environment.

Demonstrated ability to provide psychosocial skills training and implement elements of a treatment plan.

Demonstrated ability to provide case management services for people with severe and persistent mental illness in compliance with confidentially policies.

Knowledge of community resources and treatment agencies enabling appropriate referrals for specific client needs.

Ability to perform essential functions of job without creating a direct threat to the safety of self or others.


Therapy and Counseling - Knowledge of principles, methods, and procedures for diagnosis, treatment, rehabilitation, and counseling. Familiarity of applications of evidence based practices appropriate to client population.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Customer Service - Knowledge of theories and methods for actively listening to clients, maintaining a professional demeanor in stressful situations, and involving the client when possible in all phases of service provision.

Law and Government - Knowledge of laws, legal codes, and court procedures as it applies to mental health and the commitment process.


Service Orientation - Actively looking for ways to help people.

Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Expression - The ability to communicate information and ideas in writing so others will understand.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Time Management - Managing one's own time and the time of others.

Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with clients, colleagues and supervisors.


Oral Expression - The ability to communicate information and ideas in speaking so others will understand.

Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

Written Comprehension - The ability to read and understand information and ideas presented in writing.

Situational Awareness Ability to perform essential functions of job without creating a direct threat to the safety of self or others.

Working Conditions

 Office/Clinic setting

Screen time

Office lighting

Sharing of cube space with colleagues

Mobile response to various community locations including people's homes, hospitals, schools, jails, and other community-based location

Exposure to elements

Exposure to potential environmental and/or physical hazards

Environmental hazards include exposure to various conditions specific to each home including stairs, pets, allergens, odors, alcohol or drug paraphernalia, and/or various other environmental elements.

Physical hazards include responding to volatile situations with individuals that are agitated or behaving aggressively.

Potential for exposure to traumatic events that involve threat to the safety of self or others.

Face to face and in-person services

Not eligible for agency alternative work arrangement.

Program operates 24/7 ? 365

Staff can expect to work evening, weekend, and holiday hours

Works while using personal protective equipment (when needed)

As part of crisis and safety net services, our programs are considered essential services and continue to operate when other programs and agencies might be closed, such as during inclement weather or other hazardous conditions, like poor air quality.

Individuals in this position need to report in person and provide services during inclement weather and other hazardous conditions (whenever reasonably possible).

Daily tasks do not follow set routine

This is a represented position.

Drug Free/Tobacco Free Site 01/09