Call Center Specialist
Posted on: November 25, 2022
Where New Paths Begin
Recovery is possible with OhioGuidestone. A leader in the field of
behavioral health with a history dating back to 1864, we address
the needs of the whole person, helping them reset their paths,
reclaim their autonomy and restore their purpose. OhioGuidestone
connects individuals with the resources needed to achieve lifelong
success, providing community counseling, substance use disorder
treatment, workforce development training, early childhood mental
health services, psychiatric care and more.
We are actively seeking to hire Call Center Specialist in the
Napoleon area, who are passionate and committed to mental health
excellence. The Call Center Specialist reports to the Program
Manager and is responsible for responding to all contacts made to
the Crisis Care and Counseling Center, a 24-hour, 7-day a week
facility, providing crisis interventions, information and referral
services to callers and provides assistance to users of electronic
services and actively participates by sharing observations,
offering suggestions and raising questions with other team members.
This may be a first, second or third shift position.
This is an hourly position with hours and schedule established to
complete the required duties. This position is not exempt from wage
and hour regulations as defined by the U.S. Department of Labor and
is therefore granted protections under the Wage and Hour Division
of the Fair Labor Standards Act.
Check out what our current employees think of working for
OhioGuidestone, while making an impact on their Clients' lives:
One year of experience in a human service related setting
Experience with the chronically or mentally ill, or those with SUD
Associates degree in a health related field
ESSENTIAL DUTIES AND RESPONSIBILITIES
Use intact communication systems.
Effective use of verbal communication with all staff.
Communicate in a professional manner with all contacts.
Demonstrate the ability to advocate for positive quality care for
Provide positive reinforcement and confront inappropriate
Complete documentation of pertinent facts about physical/emotional
behavior reported by callers in a timely manner and in compliance
with agency standards.
Answer all calls and aid consumers in determining needs.
Assess caller status to determine appropriate care.
Provide callers with information, referrals or crisis assistance as
Advocate for callers who are unable to do so for themselves.
Respond, as necessary and trained, to effectively de-escalate
clients who are at risk of harming themselves and/or others.
Communicate with community programs and providers to aide
Operate the current database effectively.
Maintain caller records according to protocol.
Professionalism and Confidentiality
Implement policies on professional expectations, code of ethics and
other practices and procedures.
Maintain confidentiality of clients and records in accordance with
agency policy and HIPPA laws and regulations.
Follow all agency policies and procedures and consult with
supervisor is further clarification is needed.
ADDITIONAL DUTIES AND REPONSIBILITIES
Perform job duties in a manner that's friendly, considerate, and
aligned with the agency's Mission, Vision, and Standards of Ethical
Required to work holidays, evenings, weekends or alternate shifts
to cover needs.
Willing to work with little to no advance notice in order to meet
agency demands during crisis.
Organize and plan work for maximum efficiency and
Utilize IT system and software programs in accordance with agency
Utilize time off in a manner consistent with agency policy.
Perform other duties as deemed necessary and appropriate by
ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND PERSONAL
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 services
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
Possess and demonstrate effective organizational skills.
Demonstrate the ability to customarily and regularly exercise
discretion and good professional judgment.
Physical demands described are representative of those that must be
routinely met by an employee to successfully perform he essential
duties of this position. Reasonable accommodations may be made to
enable qualified individuals with disabilities to perform the
Ability to lift up to 25 pounds.
Ability to perform job responsibilities in facilities with multiple
levels and without elevator or mechanical transportation.
Ability to operate a computer and keyboard.
Working conditions described are representative of those that must
be met by an employee while performing the essential duties of this
position. Reasonable accommodations may be made to enable qualified
individuals with disabilities to perform the essential duties.
- Smoke-free working environment.
This position description is subject to review and change in
accordance with the needs of OhioGuidestone and contractual
At OhioGuidestone we care about the health and safety of our
employees. OhioGuidestone requires applicants to complete a
pre-employment screening process upon receipt of an offer of
employment. We require and cover the cost of fingerprint background
screening, physical, Tuberculosis test, and drug screen after an
employment offer is made. Any employment offer is contingent upon
receipt of all satisfactory pre-employment screenings.
Committed to creating a more diverse community, we encourage
candidates from historically underrepresented groups to apply.
High School or better
Associates or better in Human Services or related field
Team Player: Works well as a member of a group
Leader: Inspires teammates to follow them
Dedicated: Devoted to a task or purpose with loyalty or
Self-Starter: Inspired to perform without outside help
Flexibility: Inspired to perform well when granted the ability to
set your own schedule and goals
Ability to Make an Impact: Inspired to perform well by the ability
to contribute to the success of a project or the
Keywords: OhioGuidestone, Toledo , Call Center Specialist, Other , Napoleon, Ohio
Didn't find what you're looking for? Search again!