The Crisis Call Diversion Program is an integral part of our behavioral health collaborative at the City's 911 Waco Police Dispatch. The program’s mission is to divert police by connecting individuals who call 911 in behavioral health crisis to appropriate community-based resources. The Program Manager will be embedded on the floor of the 911 Call Center and play a key role in the implementation of this mission. Primary responsibilities include program oversight, training clinicians and EMCOT, behavioral health crisis screening over the phone and in community, assessment, de-escalation, follow-up telephone calls, and provision of referrals.”

  • Provide supervision, oversight, and training for Crisis Call Diversion Program;
  • Develop and maintain collaborative relationship with Waco Police Department;
  • Collect crisis call and performance data and distribute routine reports regarding program operations;
  • Provide de-escalation services to individuals calling 911 in distress while police are en route;
  • Intercept calls eligible for mental health screening that are pending police response with goal of cancelling police response;
  • Determine need for mental health service intervention through assessment of demographic, social, and clinical information;
  • Determine the level of risk of harm to self or others;
  • Determine urgency of response based on caller presenting risk factors including, but not limited to, identification of acute psychosis, possible suicidal behavior or thoughts, thoughts to harm others;
  • Initiate referral to appropriate response based on identification of urgency, including emergency response where extreme and high urgency is identified;
  • Give caller clear and concise information about the services available and options for further assessment or treatment including to call back should the situation escalate;
  • Ensure that the consumer has a clear understanding of the triage process and subsequent follow up actions;
  • Use technology such as Waco Police Department Computer Aided Dispatch (CAD), HOTBHN electronic health record, and for Telehealth;

  • Knowledge of mental illness and emotional components of physical illness; psychiatric diagnosis, psychosocial assessments, and crisis intervention.
  • Demonstrated skill in crisis assessments and reporting results of interviews.
  • Considerable ability to work cooperatively and effectively with professional personnel (i.e., law enforcement, jail staff, hospitals, shelters, etc.); to exercise tact, initiate, and good judgment in dealing with clients and relatives; to prepare reports and make recommendations for administrative use; to speak and write effectively; to relate to people and to interact with consumers.
  • As an employee of the Center, it is my duty, at all times, to incorporate the principles of Trauma-Informed Care, which includes cultural sensitivity, throughout the Center, emphasizing a safe and respectful environment for all clients and staff.
Education and Experience
  • Experience in providing behavioral health services for persons with severe and persistent mental illnesses, a working knowledge of psychiatric diagnosis, psychosocial assessments, and crisis intervention. Required
  • Graduation from an accredited college or university with a master’s degree with a major in behavioral, social sciences, humanities, or education. Required
Hours: Monday - Friday 3PM - 11PM

Salary: $65,000.00

Location: Waco, Texas


Heart of Texas Region Behavioral Health Network strives to offer competitive compensation and a comprehensive benefits package that includes:

Employer paid Health Insurance
Employer paid Dental Insurance
Employer paid Life Insurance
Payroll Direct Deposit
12 paid Holidays per year
Generous Paid Time Off (PTO)

Excellent 401-K Retirement Plan (Center will contribute 12% of employee earnings)
              **Certain Requirements Needed**


Department: 911 Call Center
This is a management position
This is a full time position

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