Key Facts

Remote From:

Freelance

English

Hard Skills

Emergency Response Planning Behavioral Health Computer-Aided Dispatch Dispatch Coordination Care Coordination Dispatch Coordination Data Entry Stakeholder Communications Client Services Phone Screening Call Center Experience Bed Management Location Intelligence Behavioral Science Operational Intelligence Policy Enforcement

Other Skills

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Incident Reporting
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Communication
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Teamwork
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Customer Service
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Detail Oriented
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Reliability
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Social Skills

Roles & Responsibilities

Reliable and detail-oriented
Experience in dispatching or call center operations (MRT/988 context) or willingness to learn
Proficiency with Behavioral Health Link (BHL) software or ability to learn quickly
Strong communication and liaison skills with internal and external stakeholders

Requirements:

Provides MRT dispatch services through the Behavioral Health Link (BHL) software.
Receives, screens, and takes appropriate action on MRT dispatch calls, requests for outpatient support, and bed registry requests from the 988 Regional Call Center.
Determines the nature and location of crises, prioritizes urgency, and dispatches MRT units per established policies; enters and maintains crisis call information in the computer-aided dispatch system.
Serves as a liaison for internal and external stakeholders, providing information and assistance to the public and coordinating with care partners and staff.

Baltimore Crisis Response, Inc.

About Baltimore Crisis Response, Inc.

Baltimore Crisis Response, Inc (BCRI) is deeply rooted in the Baltimore City community. As the city's only comprehensive crisis service, our mission is to provide timely and effective community based services in the least restrictive environment, regardless of ability to pay. Since 1992, we have helped many overcome mental health and substance use disorders, often working in partnership with other community providers to create innovative programs to better serve this vulnerable population. Our services include: - 24/7/365 Telephone Crisis, Information and Referral Line - Residential Crisis and Addiction Treatment - Mobile Crisis Teams - In-House and Community Case Management - HIV and Hepatitis C Outreach and Prevention - Community Education and Outreach

Company type: SME

Founded: 2018

Company size: 51 - 200

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Job description

Dispatcher

📍 Remote
💰 $20.00-$24.00 Hourly
🕒 On Call/ Per Diem

Being the Leader Communities Need in Moments of Crisis.

About Us

Baltimore Crisis Response, Inc. (BCRI) is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve been at the forefront of behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges.

The Opportunity

We are seeking a reliable and detail-oriented Dispatcher to join Baltimore Crisis Response, Inc. (BCRI) as a key member of our Call Center operations. In this role, you will be responsible for coordinating and dispatching Mobile Response Teams across Baltimore City, Baltimore County, Howard, and Carroll County, ensuring individuals in crisis receive timely and appropriate support. You’ll triage incoming requests, assess urgency, and use Behavioral Health Link (BHL) software to dispatch teams, register clients for services, and monitor the bed registry. This position is more than dispatching — it’s an opportunity to play a critical role in the crisis response system, serving as a vital link between callers, care teams, and community resources during some of the most urgent moments.

What You’ll Do

Provides MRT dispatch services through the Behavioral Health Link (BHL) software.
Receives, screens, and takes appropriate action on all MRT dispatch calls, requests for outpatient support, and bed registry requests that come in through the 988 Regional Call Center.
Determines nature and location of crisis, determines priority, and dispatches MRT units as necessary per established department policies and procedures.
Enters crisis assistance call information into the computer-aided dispatch; determines the location of call; inputs modifies, confirms, and validates information for the MRT team throughout shift.
Provides information, instructions, and assistance to the public.
Provides detailed call information to MRT as needed; maintains status and awareness of unit locations; monitors message traffic and relays information as required.
Receives and relays information regarding incidents and other activities to appropriate agencies and staff.
Serves as a liaison as assigned and appropriate for internal and external stakeholders, care partners, and visitors.
Demonstrates adherence to company policies, expectations, and behavioral competencies, both explicit and implicit.
All tasks, projects, and/or duties as assigned and authorized, as determined by Human Resources and Direct Supervisor (or designated delegate) to be congruent with the role.