Job Number: 26-12453

Job Summary: 

The QMHP Lead - Mental Health Triage Specialist is a senior team member in the Crisis Call Center Diversion Program embedded within the City's 911 Call Center (CTECC). This position combines clinical expertise, real-time operational leadership, and crisis system coordination to support the C3 Mental Health Triage Specialists in providing mental health triage, risk assessment, de-escalation, and diversion from law enforcement response.

The QMHP Lead serves as the primary point of leadership on the floor, ensuring that C3s receive guidance, operational support, and clinical oversight during active calls. The Lead monitors city-wide pending call queues, identifies opportunities for mental health intervention, and provides coordination with first responders and community partners to enhance mental health diversion efforts.

This is an essential, on-site role in a fast-paced, evolving crisis response system. As the program grows and technology advances, the QMHP Lead will play a key role in system changes, including the integration of a new dispatch system.

Primary Responsibilities

1. Leadership & Operational Oversight

• Serve as the on-floor lead for C3 Mental Health Triage Specialists during shifts.
• Provide real-time direction, problem-solving, and support to C3s handling complex crisis calls.
• Ensure team efficiency, professional tone, and adherence to program expectations.
• Act as the main point of contact for on-the-ground crisis response coordination with first responder agencies, including APD, TCSO, EMS, CHP, and EMCOT.
• Monitor workload distribution and provide relief support by answering crisis calls when C3s are overwhelmed or during coverage gaps.
• Facilitate huddles with C3s to ensure consistency in service, identify emerging call trends, and maintain situational awareness.
  
• 2. Documentation & Data Accuracy
  
  
• Ensure that call documentation, risk assessments, and referral processes are completed accurately and efficiently.
• Review call coding, follow-up assignments, and callback rosters to ensure data integrity.
• Provide feedback to C3s on documentation quality and adherence to agency standards.
  
  3. Training & Staff Development
  
• Provide on-the-job coaching and guidance to C3 staff, ensuring they are adhering to best practices in crisis response, de-escalation, and caller engagement.
• Collaborate with C3 Supervisors to identify staff development needs, performance concerns, and training priorities.
• Assist in training new C3 hires, including shadowing, role-playing, and reviewing key policies and procedures.
  
  4. Professional Conduct & Team Representation

• Set the professional tone for the team, fostering a culture of collaboration, accountability, and service excellence.
• Be physically present on the CTECC floor and actively engage with APD, TCSO, EMS, CHP, and other stakeholders to maintain strong working relationships.
• Attend monthly in-person meetings with the Practice Manager and participate in discussions regarding team operations, challenges, and improvements.

Regular, predictable attendance is considered to be an essential requirement for this position. Other duties may be assigned. May require a flexible work schedule.

Integral Care employees are to strive to maintain a trauma sensitive workplace, to embrace trauma sensitive and informed practices, and to foster a supportive and welcoming environment of care.

Education:

Required:

• Graduated from an accredited college or university with a Bachelor's degree with a major specialization in Human/Behavioral/Social Services or related field. Master's degree preferred.

License:

Required:

• Current and valid driver's license and a clean driving record.

Experience:

Preferred:

• Experience in crisis intervention, severe mental illness, hotline, and/or community mental health preferred.
  
• Bilingual in Spanish.

Hours: Full-Time.

Workdays: Friday, Saturday, Sunday

Workhours: 7:00PM - 7:00AM.

Salary: $30.86, plus an additional 10% crisis stipend.

Position may be eligible for an additional shift differential pay.

• Second Shift: $3.25/hour.
• Third Shift: $7.25/hour.
• Weekend Shift: $8.00/hour.

Why join us: Integral Care has proudly served Travis County residents for the past 50 years. As the largest provider of behavioral health services in Travis County, we are dedicated to improving the lives of adults and children living with mental illness, substance use disorder and intellectual and developmental disabilities.

By joining our team, you will find rewarding work every day alongside people who have as much compassion as you. Join us and together we can help improve the quality of life for the people we serve. Imagine your career at Integral Care!

Employee Benefits:

• Medical, Dental, and Vision insurance
• Generous vacation/holiday/sick leave
• Life and Short-term/Long-term Disability Insurance
• Employee Assistance Program (EAP)
• 403(b) retirement account
• Gold's Gym membership discount
• Mileage reimbursement

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, veteran status, sex or age.

For specific positions, additional compensation may be offered to candidates who are bilingual in English and another language deemed necessary for the role.

LPHA Keywords: Mental Health Therapist, Mental Health Counselor, Licensed Professional Counselor, LPC, Licensed Clinical Social Worker, LCSW, Licensed Marriage and Family Therapist, LMFT, Behavioral Health Therapist, Psychotherapist, Senior Clinician, Licensed Clinician, Clinical Mental Health Professional, Program Therapist, LPHA, Licensed Practitioner of the Healing Arts, Licensed Practitioner, Therapist, Counselor

QMHP Keywords: Qualified Mental Health Professional, QMHP, Case Manager, Rehabilitation Specialist, Service Coordinator, Mental Health Professional, Mental Health Specialist, Social Worker