Call Center Specialist - On-Call

Call Center Specialist – On-Call

No Phone Calls Please.
 

Shifts: Weekday Shift (6:00 pm – 7:00 am) Weekend Shift (Saturday 7:00 am until Sunday 7:00 am / Sunday 7:00 am until Monday 7:00 am)

GENERAL DESCRIPTION: 

The Call Center is the point of access for individuals and/or their families seeking services at IFS for a mental health, substance use and intellectual and/or developmental disabilities crisis. Access Coordinators are the point of contact for all incoming calls for Integrated Family Services during business hours on Monday through Friday. They are responsible for answering the incoming calls for all office locations in a timely and professional manner while assisting callers in reaching the appropriate department, staff, and/or service. They will utilize customer service skills and techniques in determining the need of the caller to ensure that individual receives the best quality of service. Access Coordinators will briefly screen to determine the best appropriate action to occur at the time of the call. They will ensure that if a client is experiencing a crisis that they are linked to the Mobile Crisis Department for further assistance. Must possess the following knowledge/skills: strong knowledge of available community resources; psycho-educational skills; strong individual and group counseling skills; strong assessment skills; strong community integration skills; strong family/caregivers training and consultation skills; strong mentoring skills; strong mediation skills; strong adaptive skill training in all functional domains including vocational, educational, personal care, domestic, social, communication, leisure, problem-solving, etc.; strong behavioral crisis and modeling intervention skills; strong motivational interviewing skills; competency in Wellness Education and symptom management issues, cognitive behavioral therapy interventions and cultural competence.  

WORK DUTIES AND TASKS:

• Responsible for answering all incoming IFS calls and assisting individuals in reaching the appropriate department, staff, and/or service.
• Responsible for the knowledge of the departments and services offered within IFS. 
• Responsible for answering calls in a timely and professional manner. 
• Responsible for utilizing positive customer service at all times. 
• Responsible for briefly assessing clients who are experiencing mental health, developmental disability, and/or substance abuse crisis. 
• Responsible for identifying appropriate natural supports or community resources to stabilize the individual's crisis as needed.
• Responsible for ensuring the overall safety of the client, their families and the community as needed
• Responsible for networking with other community agencies to ensure effective care across the service delivery continuum. 
• Maintains the client's electronic health record to ensure that appropriate Medicaid and agency standards are met.
• Providing support via phone to individuals who are experiencing a crisis while linking them to the Mobile Crisis Department. 
• Making service and resource referrals as needed. 
• Responsible for engaging in monthly supervisions with Call Center Director to ensure best quality of service. 
• Attends staff meetings, clinical team meetings and training/events as assigned.
• Attends continuing education per licensing requirements and as relevant to job duties. 
• Attends a minimum of 2 hours of cultural competency continuing education per year. 
• Completes annual adult CPR and First Aid certification courses. 
• Completes annual TB tests and any other required competencies as outlined by the Human Resources Department for all staff
• Other duties as assigned

QUALIFICATIONS, EDUCATION AND EXPERIENCE REQUIREMENTS:

• A graduate of a college or university with a Master's degree in a human service field and has one year of full time, post graduate degree accumulated mh/dd/sa experience with the population served, or a substance abuse professional who has one year of full time, post graduate degree accumulated supervised experience in alcoholism and drug abuse counseling; or 
• A graduate of a college or university with a bachelor's degree in a field other than human services and has four years of full time, post bachelor's degree accumulated mh/dd/sa experience with the population served, or a substance abuse professional who has four years of full time, post-bachelor's degree accumulated supervised experience in alcoholism and drug abuse counseling. 
• A minimum of one year's experience in providing crisis management services in the following setting: assertive outreach, assertive community treatment, emergency department, or other services providing 24/7 response in emergent or urgent situations AND twenty (20) hours of training in appropriate crisis intervention, strategies within the first 90 days of employment. 
• No criminal convictions of child abuse or violent crimes. 
• Must be able to pass background MVR and sexual offender check.
• Must possess a valid driver's license. 
• Must be able to keep strict confidentiality and work with diverse populations