Key Facts

Remote From:

Part time

English

Hard Skills

Emergency Response Planning Computer-Aided Dispatch Incident Communication Network Monitoring Data Validation Call Center Experience Policy Enforcement Resource Monitor Stakeholder Communications Phone Screening Client Services Patient Referral Bed Management Operational Intelligence Stress Analysis

Other Skills

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Communication
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Multitasking
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Record Keeping
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Teamwork
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Customer Service
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Detail Oriented
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Reliability

Roles & Responsibilities

High attention to detail and reliability with strong multitasking ability
Experience in call center or dispatch operations, preferably in crisis or behavioral health settings
Proficiency with computer-aided dispatch systems and ability to learn Behavioral Health Link (BHL) software
Excellent communication and liaison skills, with the ability to triage crises and coordinate between callers, care teams, and community resources

Requirements:

Provides MRT dispatch services through the Behavioral Health Link (BHL) software and screens incoming calls, requests for outpatient support, and bed registry requests from the 988 Regional Call Center
Determines the nature and location of crises, sets priority, and dispatches MRT units as necessary per established department policies and procedures
Enters crisis information into the computer-aided dispatch system, maintains call location data, and validates information for the MRT team throughout the shift
Serves as a liaison for internal and external stakeholders, provides information and assistance to the public, and relays incident information as required

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
🕒 Part -Time | Shifts: 3:00PM-11:00PM | Every other weekend

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.