POSITION SUMMARY:

Provides advocacy and crisis intervention to victims, survivors, and stakeholders effected by sexual and domestic violence. Conducts intakes/assessments/consultations, provides information and establishes appropriate disposition, referrals, and follow-up to patients and impacted members of the community.

Principal Duties:
1. Appropriately screens walk-in patients and consults.
2. Utilizes active listening skills to ascertain each patient's needs; responds in an appropriate manner.
3. Responds to needs of crisis line callers in an appropriate manner in accordance with written procedures.
4. Accurately assesses lethality and initiates appropriate intervention with patients expressing suicidal ideations.
5. Provides crisis callers with accurate information and makes appropriate referrals.
6. Provides emotional support to patients in crisis while setting limits.
7. Prioritizes and processes cases in an efficient manner.
8. Conducts empathetic, objective interviews with patients, being supportive and non-threatening while maintaining a therapeutic relationship.
9. Observes patient's behavior and alerts staff when the potential for violent or dangerous behavior is observed.
10. Approaches depressed and/or suicidal patients in a non-threatening and supportive manner and is empathetic while maintaining a therapeutic relationship.
11. Works cooperatively with intra-interdepartmental staff. Maintains professional demeanor at all times.
12. Accurately completes documentation of patient's encounter in electronic medical record (EMR).
13. Collaborates with physicians and staff in all aspects of patient care and appropriately consults with physician regarding case management.
14. Documents information in the clinical record and completes all paperwork related to patient encounter in accordance with quality assurance standards and written procedures.
15. Obtains collateral information from families, care providers and significant others when necessary.
16. Completes demographic and disposition documentation required for DV SAC referrals.
17. Provides shift change information according to policy.

Customer Service:
1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.
2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as "How may I be of help to you?" using the customer's name as soon as it is learned.
3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.
4. Keeps customer's information confidential, including public places such as elevators or the cafeteria.
5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.
6. Demonstrates commitment to excellent service recovery when a customer's expectations have not been met.

Commitment to Co-Workers:
1. Offers assistance to colleagues and other departments when needed.
2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.
3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.
4. Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.
5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department.

Communication Etiquette:
1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.
2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.
3. Does not text or use e-mail during meetings (except for exigent or emergency situations).
4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).
5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.
6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.
7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).
8. Always mindful of voice and language in public.

Self-Management:
1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.
2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.
3. Completes mandatory, annual education and competency requirements.
4. Follows UMCAP safety, infection control and employee health standards.
5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.
6. Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.
7. Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statement.