Call Center Specialist

Company: OhioGuidestone
Location: Napoleon
Posted on: November 25, 2022

Job Description:

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:
https://youtu.be/4yn4xx76wyw

EDUCATION/EXPERIENCE/LICENSE/CERTIFICATION

One year of experience in a human service related setting
Experience with the chronically or mentally ill, or those with SUD disorders
Associates degree in a health related field

ESSENTIAL DUTIES AND RESPONSIBILITIES

Communication
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 callers.
Provide positive reinforcement and confront inappropriate behavior.
Complete documentation of pertinent facts about physical/emotional behavior reported by callers in a timely manner and in compliance with agency standards.
Call Management
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 needed.
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 callers.
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 Conduct.
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 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.

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS

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 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.

PHYSICAL DEMANDS

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 essential duties.

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

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 obligations.

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. EEO/M/F/H/V #IND1

Education
Required
High School or better
Associates or better in Human Services or related field
Skills
Required
R-Customer Service
Preferred
R-Community Outreach
Behaviors
Preferred
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 integrity
Motivations
Preferred
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 organization%627029%

Keywords: OhioGuidestone, Toledo , Call Center Specialist, Other , Napoleon, Ohio