Social Services Assistant

Major duties include but are not limited to: Communicates directly with emergency service providers, telecommunication companies, and others, directly negotiating assistance for Veterans by relaying pertinent facts and important circumstances such as whether the Veteran has a gun or is displaying threatening behavior, etc. Collaborates with the responder to get information on Veteran identity and location to initiate the rescue. Advocates with emergency responders for the delivery of the appropriate level of emergency intervention of police and other emergency responders for callers, as appropriate with the ability to understand the variety of resource options available nationally and internationally, with response teams. Acts as the sole point of contact for VA Suicide Prevention Officers (SPCs), community law enforcement, local emergency dispatch, hospital emergency room personnel, and telecommunication companies. Relays real time information from the responder to emergency dispatch, law enforcement, and emergency medical personnel. Provides updates to the supervisory team as needed on progress of ongoing rescues and alerts supervisory team immediately if there are any barriers to providing emergency services to those in crisis to include a failed rescue. Makes outbound calls to 911 dispatchers, emergency medical providers, and VAMCs to ensure that the Veteran was located, transported, or otherwise is receiving treatment as expected. Contacts community medical centers and VAMCs to verify that Veterans arrived at the facility based upon the agreed upon Facility Transport Plan that is coordinated between the responder and Veteran. Notifies the supervisor if the Facility Transport Plan fails and initiates rescue as needed. Documents all contact attempts and escalates urgent or emergent contacts to the Supervisor. Utilizes multiple software programs and Internet search engines concurrently along with critical, creative thinking to locate imminently suicidal Veterans. Multitasks in high risk, high stress situations is necessary to expedite Veteran rescues. Locates Veterans using various internet resources as well as VA databases. Receives inbound call center administrative calls and/or calls from SPCs and responds to any questions, escalating emergent situations to Supervisor. Relays information from local law enforcement and dispatch to VCL leadership to educate and advise leadership on changes / trends with procedure and protocol within the law enforcement community. Performs other duties as assigned. Work Schedule: Varied work schedule to include evenings, nights, weekends and holidays to provide 24/7 call center coverage. Tour will be determined after final selections and will be based on seniority. Tour is subject to change based on program needs. Selectees will be expected to work all shifts. Compressed/Flexible Work Schedule: Not available Remote: This is remote position. Selectees will work 100% of the time in a non-VA-owned space outside of the local commuting area of a parent station. The employee's workspace must be suitable for conducting business and as such, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements. Position Description/PD#: Social Services Assistant/PD08160A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not required Financial Disclosure Report: Not required This is a bargaining unit position