Access Line Representative (26-03)
About The Position
Network180 employees make a difference in people’s lives every day, making our community a better place to live. We are the behavioral health community organization responsible for the delivery of mental health, substance abuse treatment coordination, and developmental disabilities services for Kent County. We need individuals who are passionate about making a difference by helping others. We are seeking an Access Line Representative. This position provides telephone crisis de-escalation/interventions and direct calls for community partners and individuals seeking help. This position is 40 hours a week, Monday through Friday, 8:00 am to 5:00 pm. There is no weekend, on call, or holiday requirements for this position. This assignment is in person at 790 Fuller Ave NE Grand Rapids Michigan 49503.
Requirements
- High school diploma or equivalent
- One year experience in a call center and/or customer service-related position
- Demonstrated proficiency in multitasking; defined by speaking on the phone, utilizing multiple computer applications, researching, and typing at the same time
- Proficient computer skills including Microsoft products such as Word, Teams, and Outlook
- Experience with identifying and escalating customer issues with empathy and respect
- Excellent communication skills, both verbal and written; including ability to communicate clearly and concisely in stressful situations
- Ability to effectively problem solve and resolve conflict
- Ability to handle volatile, triggering and emotional situations calmly and rationally when the situation presents
- Ability to work effectively in a multicultural environment and skills and capabilities of bridging language/cultural barriers to Network180 services within diverse communities
- Ability to adapt to change in product, processes, and last-minute updates with ease
Nice To Haves
- Experience in a social services not-for-profit agency preferred
- One year of experience working in a behavioral health field with ability to demonstrate crisis intervention skills
- Lived experiences with mental illness/developmental disabilities/substance use disorders valued
Responsibilities
- Answer a multi-line phone system to assist clients in crisis situations and community needs
- Document each encounter while in-call
- Consistently exercise superior customer service skills with team members, individuals being served, and with the community
- Assist callers in an empathic, professional courteous manner, interacting with empathy, confidence, and professionalism with the public and co-workers
- Communicate effectively, both verbally and writing
- Triage calls to determine appropriate level of care
- Coordinate with EMS or police to complete active rescue as needed.
- Apply the dynamics of the crisis intervention model and engage in problem solving process
- Utilize De-escalation techniques, motivational interviewing, collaborative problem-solving skills, crisis interventions and suicide practices and techniques
Benefits
- Four health insurance plans
- 100% employer paid dental and vision insurance plans
- 13 paid holidays
- Generous PTO
- Professional development
- Tuition reimbursement
- Professional License reimbursement
- Defined contribution retirement plan
- Employee Assistance program
- Life and voluntary life insurance options
- Short and Long term disability
- Approved site for loan forgiveness (based on position and department): NHSC, STAR Loan Repayment, Behavioral Health Loan Repayment, MI Kids Now Loan Repayment and much more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
