Case Manager Senior – Call Center – Latine Culture/Spanish Language KSA (Swing Shift – Additional $1/hr Premium Pay)

Website Multnomah County

Pay Range:

$31.80 – $38.98 Hourly


**This recruitment is for a regular day shift with routine telework. It will be open until filled. Currently, all employees must reside in Oregon or Washington; the county cannot support ongoing telework from other states. The work schedule is Wednesday-Saturday from 7:00AM – 5:30PM. Applicants will be reviewed weekly starting 9/6/23.**

We seek leaders, achievers and doers who bring skill and passion to a challenging and evolving environment.  At the Multnomah County Health Department, we are all inspired by the mission. We work with communities to advance health equity, protect the most vulnerable, prompt health and wellness for everyone and we uphold the values: Compassion and Care, Empowerment, Racial Equity, Creativity and Integrity. We create a culture of respect, trust and understanding for the highly diverse population we serve in our communities.

We’re seeking emotionally intelligent, creative problem-solvers to join our team as a Case Manager Senior – Call Center – Latine Culture/Spanish Language KSA.

The Case Manager Senior – Call Center – Latine Culture/Spanish Language KSA will provide bilingual/bicultural phone support, case management, and needs assessments for individuals contacting the Behavioral Health Call Center (BHCC). This position will support the larger Call Center team in responding 24/7 to individuals in crisis in the community by providing complex case management and determining need for higher level assessment by a Qualified Mental Health Professional (QMHP) as necessary or required, while remaining on the telephone line to provide active case management and follow up services and actions based on comprehensive assessments and determinations. The position will also determine eligibility for a variety of program services and functions. The goal of the services provided are to support client wellness and divert from higher levels of crisis response.

Knowledge, Skills and Abilities (KSA): This position requires knowledge of and experience working with the Latine culture and community, with understanding of cultural, racial, and ethnic factors including systemic advantage or disadvantage. Must possess bilingual language skills in Spanish and English.

As a Case Manager Senior – Call Center – Latine Culture/Spanish Language KSA, your duties will include:

Direct Clinical Services

  • Give phone support to individuals calling the Call Center to include complex case management, comprehensive needs assessments, engaging in problem resolution, facilitating referrals, supportive engagement and assessment for QMHP involvement.
  • Facilitate access to Call Center mental health consultants if an individual reports risk of suicidal or homicidal ideation or threats.
  • Provide solution-focused interventions such as helping a client practice calming/coping skills, facilitating linkage to ongoing supports, and explaining the complexity of crisis system.
  • Support clients who may present with a variety of co-morbid issues including acute symptoms of serious mental illness, substance use, developmental disabilities, traumatic brain injury, chronic homelessness, and chronic criminal behavior.
  • Collaborate and build relationships with Latine specific service providers in order to enhance resource and referral information available for clients.

Care Coordination

  • Work as a supportive member in a team environment.
  • Assist other clinicians as needed in terms of immediate crisis support such as calling 911 for another clinician while the clinician remains on the phone with the client.
  • Provide information and directive support to fellow clinicians as needed regarding resources for clients and clarification of policies and procedures.
  • Provide resource knowledge and support of Latine community members.
  • Provide interpretation support if an individual is transferred to non-Spanish speaking MHC staff for further assessment.

Case Coordination and Consultation

  • Gather information via interview, telephone conversation, etc. to determine eligibility for a variety of program services and functions, based on a thorough assessment and evaluation.
  • Provide case coordination and follow-up for callers with urgent and/or complex needs to ensure that needs are appropriately and adequately addressed by service providers including community corrections agencies, police, drug and alcohol treatment providers, other mental health providers, hospital emergency departments, and residential facilities.
  • Provide a plan of action and treatment for the client, setting in motion a strategy for response, case management and care coordination.
  • Services provided may include care coordination services on an interim basis and follow up contact to ensure service appropriateness.
  • Document all member/provider/community contacts and clinical reviews, including symptoms, interventions, goals and plan for next review.

Diversity and Inclusion: At Multnomah County, we don’t just accept difference; we value it and support it to create a culture of dignity and respect for our employees. We are proud to be an Equal Opportunity Employer. As a Health Department employee you will create a work culture of respect, trust and understanding for the highly diverse populations the Health Department serves in the office and in the community. Every employee shares the responsibility for promptly bringing to the County’s attention conduct that interferes with providing a work environment free of illegal discrimination and harassment.


We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific about how your background is relevant. For details about how we typically screen applications, review our overview of the selection process page.

Required Minimum Qualifications/ Transferable Skills*:

Education/Training: Equivalent to Bachelor’s Degree from an accredited college or university with major course work in social science, social work, sociology, public health, community health, behavioral science, or related field; AND,

Certification: Must meet the standards of Qualified Mental Health Associate – (QMHA I) with the Mental Health & Addiction Certification Board of Oregon (MHACBO) – more information can be found at MHACBO website. Current QMHA-R or QMHA I (Required)

Knowledge, Skills and Abilities (KSA):  Advanced knowledge of and experience working with the Latine community. Understands cultural, racial and ethnic factors, including systemic advantage or disadvantage; acculturation, intergenerational immigrant family challenges, effects of trauma during immigration, war, separation from family and/or primary supports, detention, refugee camps, etc.; generational trauma, and any factors related to non-dominant culture affecting mental health and treatment. Specifically knows the Latine community, historical and current barriers to mental health services and has knowledge of the traditions, values and customs specific to this population. Must possess bilingual language skills in Spanish and English.


  • Valid Driver’s license.
  • This position requires a background investigation, which may include being fingerprinted.

*Transferable skills: Your transferable skills are any skills you have gained through education, work experience (including the military) or life experiences that are relevant for this position. Be sure to describe any transferable skills on your application and clearly explain how they apply to this position.

Preferred Qualifications: You do not need to have the following preferred qualifications. However, keep in mind we may consider some or all of the following when identifying the most qualified candidates. Please clearly explain on your application how you meet any of the following preferred qualifications/transferable skills.

  • Demonstrate experience leading a multicultural and diverse workforce.
  • Apply an equity, intersectional and anti-racist lens.
  • Negotiate and facilitate through cultural differences, conflicts, tensions and misunderstandings.
  • Regularly evaluate staff performance and maintain a culture of accountability.
  • Respect and have appreciation for ethnic and cultural diversity.
  • Demonstrate advanced knowledge of cultures, customs and social experiences of communities experiencing marginalization and barriers to services and opportunities.
  • Have a high degree of resilience and can thrive in an environment of rapid change while effectively managing pressure in an effective and professional manner.
  • Identify and deconstruct unnecessary administrative and clinical barriers that impact communities of color and marginalized groups.
  • Promote a culture of respect, inclusiveness, and appreciation of diverse perspectives, backgrounds, and values.
  • Maintain a safe and healthful workplace.



The Application Packet: You must submit ALL requested items below. Failure to do so will be deemed as an incomplete application.

1. Attach a Resume demonstrating you meeting minimum qualifications; AND

2. Attach a Cover Letter addressing the following:

  • Demonstrate your affiliation and experience (lived and professional) working directly with individuals and families who identify with the Latine community; and
  • How you meet the qualifications for this position; and
  • Why you are interested in the position

3. Attach a copy of your QMHA Certification (if applicable)

Note: Please be mindful of checking your email inbox for messages upon submitting your application. You may be emailed requesting for additional items from the Recruiter or hiring manager. If a response is not received in a timely manner your application may not be considered. 

The Selection Process: For details about how we typically screen applications, review our overview of the selection process page. We expect to evaluate candidates for this recruitment as follows:

  • Initial review of application/ resume and cover letter for minimum qualifications and all required attachments. If you do not address the minimum qualifications in the application, your application will be considered incomplete and will not move forward in the recruitment process.
  • Phone screen
  • Supplemental Questionnaire
  • Oral exam
  • Consideration of top candidates
  • Background, reference, and education checks


Type of Position: This hourly union-represented position is eligible for overtime

Type: Represented

FLSA: Non-Exempt

*Applying for this posting will give you the opportunity to be placed on the eligible list for future opportunities for Case Manager Senior positions as positions for these programs become available. The eligible list created from this recruitment may be used to fill regular, full or part time, temporary, and limited duration assignments.

Teleworking: At this time, this position is designated to “routine telework,” meaning you will be working remotely (from home) most of the time. As with all routine telework positions, employees may be required to come into the office on occasion or visit a location in the community. The designation of Routine Telework may be subject to change at a future time. Currently, all employees must reside in Oregon or Washington; the county cannot support ongoing telework from other states.

Tagged as: Behavioral Health, government, human services, Mental Health, nonprofit, qmha

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