Crisis Hotline Call Center Specialist

OhioGuidestone • Napoleon, OH

3d • Onsite

About The Position

OhioGuidestone is the state's leader in community behavioral health care, serving around 26,000 Ohioans each year. We are actively seeking to hire a part-time Call Center Specialist in the Napoleon, OH area. We are looking for individuals who are passionate and committed to mental health excellence. The Call Center Specialist reports to the Program Manager and is responsible for addressing all contacts made to the Crisis Care and Counseling Center Hotline. We are a 24-hour, 7-day-a-week facility, providing crisis interventions, information, and referral services to callers. You will provide assistance and actively share observations, offer suggestions and raise questions to appropriately serve each contact. This is an ON-SITE position with hours of 8am-8pm OR 8pm to 8am on Saturdays and Sundays. Opportunity to pick up additional hours.

Requirements

• Ability to learn and utilize the agency’s Electronic Health Record database and other electronic tools effectively and efficiently within 90 days of hire
• Demonstrate a current knowledge of mental health practices
• Demonstrate excellent interpersonal and customer service skills
• Demonstrate a knowledge of community resources and partnerships available for persons served
• Demonstrate the ability to effectively function as an OhioGuidestone team member
• Demonstrate the ability to effectively manage multiple tasks concurrently
• Possess and demonstrate effective organizational skills
• Demonstrate the ability to customarily and regularly exercise discretion and good professional judgment
• Ability to lift up to 25 pounds.
• Ability to sit or stand for long periods of time.
• Ability to perform job responsibilities in facilities with multiple levels and without elevator or mechanical transportation.
• Ability to operate a computer and keyboard.

Nice To Haves

• One year of experience in a human service-related setting preferred
• Experience working in a call center seen favorably
• Experience with the chronically or mentally ill, or those with SUD disorders
• Associates degree in a health-related field preferred.

Responsibilities

• Exhibits excellent written and verbal communication with all staff, clients and contacts
• Demonstrates the ability to advocate for positive quality care for callers
• Provides positive reinforcement and confronts inappropriate behavior
• Completes documentation of pertinent facts about physical/emotional behavior reported by callers in a timely manner and in compliance with agency standards
• Manages volumes effectively
• Answers all calls and aids consumers in determining needs
• Assesses caller status to determine appropriate care
• Provides callers with information, referrals or crisis assistance as needed
• Advocates for callers who are unable to do so for themselves
• Responds, as necessary and trained, to effectively de-escalate clients who are at risk of harming themselves and/or others
• Communicates with community programs and providers to aide callers
• Navigates and utilizes the call center database
• Creates and updates caller records per agency requirements
• Abides by expectations of professional conduct, code of ethics, and other practices and procedures
• Maintains confidentiality of clients records in accordance with agency policy and HIPPA laws and regulations
• Follows all agency policies and procedures and consults with supervisor if further clarification is needed
• Perform job duties in a manner that’s friendly, considerate, and aligned with the agency’s Mission, Vision, and Standards of Ethical Conduct
• Required to work holidays, evenings, weekends or alternate shifts to cover needs
• Willing to work with little advance notice in order to meet agency demands during crisis
• Organize and plan work for maximum efficiency and effectiveness
• Utilize IT system and software programs in accordance with agency policy
• Utilize time off in a manner consistent with agency policy
• Perform other duties as deemed necessary and appropriate by supervisor

Benefits

• Competitive medical benefits including a low-premium medical plan option for employee or employee + children!
• Free CEU trainings
• 10 paid holidays (some are exchangeable)
• Flexible work schedules to support work/life balance
• Flexible work opportunities to support varying career paths, job roles, intern to hire, and locations
• 401(k) with employer match option
• Employment Assistance Program (EAP)
• Mileage reimbursement
• Free licensure supervision
• Recognition and rewards

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree