Service Coordinator I, Crisis #172

The Service Coordinator I 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 administrative support to crisis psychiatric providers. Provides services onsite, within the community, and within clients' homes.

Pay/Benefits: $26.97 starting hourly pay plus, Full benefits.

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

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. 

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


  • 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.

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." 

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.

Equal Opportunity Employer

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