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Job Title: Call Center Specialist/ Access Coordinator 

Status: Full-Time

Classification: Non-Exempt

Management: No

Department: Mobile Crisis Department

Location: Remote

Reports To: Call Center Director

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:

Clinical Work: Essential Function, 90% of time

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.

Other duties as assigned.

Professional Activities: Essential Function, 10% of time

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

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.

Must be have the qualification of QP.

No criminal convictions of child abuse or violent crimes.

Must be able to pass a background and MVR check.

Must possess a valid driver's license.

Must be able to keep strict confidentiality and work with diverse populations

CORE COMPETENCIES:

To perform effectively in this position, the individual should demonstrate the following competencies. These core competencies represent effective administration of Integrated Family Services, PLLC and its programs fulfilling the IFS mission.

Management: Maintains effective systems of internal controls to account for all billing for IFS clients assigned to the caseload. Manages and supervises other billing personnel. Demonstrates the core values of IFS in maintaining effective administrative operations.

Job Knowledge: Understands the duties and responsibilities of the position and keeps job knowledge up to date. Clearly understands the mission of the organization and continuously works to promote IFS and achieve its goals.

Initiative in fulfilling the goals of the organization: From interactions with staff, the Access Coordinator recognizes and brings to the attention of the Call Center Director issues that affect the organization and implements plans to reach organizational goals as determined by the management team. Displays initiative in developing action plans and resolving problems as they occur, in consultation with the departmental supervisors and the Call Center Director.

Communication: Maintains effective two-way communication with staff, community agencies, and other audiences using a variety of formats. Examples include: written communications that clearly outline the situation and action items; verbal presentations and briefings to the Call Center Director and members of the management team.

Dependability: Seeks increased responsibility while remaining conscientious, thorough, accurate, and reliable with respect to achieving the organization's goals, and the needs of the IFS consumers and fellow staff. This includes being available and responsive to issues and concerns as they arise

PHYSICAL DEMANDS, WORK ENVIRONMENT, TRAVEL AND MISCELLANEOUS:

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, stand, walk, speak and hear. The position requires extensive computer use so the employee must have sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen. The employee must rarely lift and/or move up to 20 pounds. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions.

Work Environment

The work environment is a small, busy office and area of location may vary. The noise level in the work environment is usually low to moderate. Reasonable accommodations in the work environment may be made to enable individuals with disabilities to perform the essential functions.

Travel

The employee must be able to travel to attend conferences, training and other events as required for acquiring and maintaining proficiency in fulfilling the responsibilities of the position.

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This job description is not intended to be all-inclusive. Employee may perform other related duties as determined to meet the on-going needs of the organization. Acknowledgement of this document is in receipt of this job description and does not create a contract of, or specify terms, conditions or a specific period of employment.

All employment relationships with Integrated Family Services, PLLC are at-will and may be terminated at any time, with or without cause, with or without notice by either the employee or employer.

I acknowledge that I have received a copy of this job description and it has been reviewed with me and I understand the duties and requirements of the job. I also acknowledge and understand that if I have any questions pertaining to the duties and requirements of my job that I may ask my immediate supervisor, departmental manager or Human Resources.