Family and Consumer Assistance - Grievance Specialist

Mental Health Assn of Alameda County • Berkeley, CA

6d • $1 - $28 • Onsite

About The Position

The Mental Health Association of Alameda County (MHAAC) is a nonprofit organization that assists and advocates for people with mental illness and their family members. Its Patients' Rights Advocacy Program works to ensure people with mental illness receive quality treatment from mental health facilities and providers in compliance with applicable codes and regulations.

The Consumer and Family Assistance Specialist (CFAS) responds to consumers of mental health services, family members, and other concerned individuals who have grievances regarding mental health or substance abuse treatment provided through the Alameda County Behavioral Health Department. This part-time role uses mediation and investigation skills to gather information from consumers and providers and, where possible, help the parties reach an amicable resolution. The Specialist explains the grievance process, provides information and referrals, investigates complaints, documents activities, and completes the grievance process within established deadlines.

The position is 29 hours per week, with a schedule listed as Monday through Thursday, 8:45 a.m. to 5:15 p.m.; Wednesday, 12:15 p.m. to 5:15 p.m.; and Tuesday off. It is based at 2855 Telegraph Ave, Berkeley, California, and requires occasional car travel to meetings within Alameda County. The role is non-exempt and pays $27.51 per hour. The position is not eligible for benefits.

Requirements

• High school diploma or GED.
• At least 6 months of customer service experience providing information and referrals.
• Excellent verbal and written communication skills.
• Ability to synthesize information and determine its relevance to a grievance.
• Organizational skills and attention to detail.
• Meticulous documentation skills.
• Proficiency in Microsoft Office, including Outlook and Word.
• Ability to multitask and meet deadlines.
• Must successfully pass a fingerprint background check by the California Department of Justice and the FBI.

Nice To Haves

• Prior experience managing grievances or complaints.
• Bilingual proficiency in an Alameda County threshold language: Cantonese, Farsi, Korean, Mandarin, Spanish, Tagalog, or Vietnamese.
• Knowledge of California mental health laws, especially those pertaining to Medi-Cal benefits.
• Experience delivering services using video-based platforms such as Zoom.
• Bachelor's degree.

Responsibilities

• Respond promptly to communications received through the Consumer and Family Assistance Hotline and staff the grievance phone.
• Conduct grievance intake and accurately explain the grievance process to all parties.
• Provide information and referrals when a grievance is not needed or desired.
• Refer clinical grievances to the ACBHD Clinical Review Specialist.
• Gather facts, interview relevant parties, and identify applicable policies and procedures to formulate responses to complaints.
• Provide mediation when appropriate and work toward resolving complaints within policy timelines.
• Maintain meticulous documentation of referrals, mediation, and investigation activities, including required grievance forms and logs.
• Refer high-profile cases to the Lead Consumer Assistance Specialist, Assistant Program Director, and Program Director.
• Draft closure letters and complete the grievance process within established deadlines.

Benefits

• 14 paid holidays, including the week between Christmas and New Year's.
• Vacation leave of 2 weeks per year, increasing to 4 weeks by the fourth year of employment; leave is prorated based on hours worked.
• Mileage reimbursement for work-related travel.
• Paid volunteer time off.
• Tuition reimbursement.
• On-the-job training.
• Eligible for a first pay increase after successful completion of the 3-month introductory period.
• Some positions are eligible for a bilingual pay differential for fluency in an Alameda County threshold language.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED