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Call Center Specialist, contingent – Napoleon, OH

A Renewed Mind

This is a Full-time position in Napoleon, OH posted May 3, 2021.

A Renewed Mind is a faith-based, non-profit 501(c)(3) behavioral health agency committed to delivery high quality behavioral health services.

This is based on our commitment to respecting the individual and forming strong, therapeutic relationships.

Since our founding in 2007, A Renewed Mind has grown from a company of four to a staff of almost three hundred!We are currently looking for qualified individuals to fill a contingent Call Center Specialist position in Napoleon, Ohio.

Candidates must possess at least one year of experience in a human service related setting as well as a background working with the chronically or mentally ill, or those with substance use disorders.SUMMARYThe 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.EDUCATION/EXPERIENCE/LICENSE/CERTIFICATIONRequired:One year of experience in a human service related settingExperience with the chronically or mentally ill, or those with substance use disordersPreferred:Associates degree in a health related fieldESSENTIAL DUTIES AND RESPONSIBILITIES1.Communicationa.Use intact communication systems.b.Effective use of verbal communication with all staff.c.Communicate in a professional manner with all contacts.d.Demonstrate the ability to advocate for positive quality care for callers.e.Provide positive reinforcement and confront inappropriate behavior.f.Complete documentation of pertinent facts about physical/emotional behavior reported by callers in a timely manner and in compliance with agency standards.2.Call Managementa.Answer all calls and aid consumers in determining needs.b.Assess caller status to determine appropriate care.c.Provide callers with information, referrals or crisis assistance as needed.d.Advocate for callers who are unable to do so for themselves.e.Respond, as necessary and trained, to effectively de-escalate clients who are at risk of harming themselves and/or others.f.Communicate with community programs and providers to aide callers.g.Operate the current database effectively.h.Maintain caller records according to protocol.3.Professionalism and Confidentialitya.Implement policies on professional expectations, code of ethics and other practices and procedures.b.Maintain confidentiality of clients and records in accordance with agency policy and HIPPA laws and regulations.c.Follow all agency policies and procedures and consult with supervisor is further clarification is needed.ADDITIONAL DUTIES AND RESPONSIBILITIES1.Perform job duties in a manner that’s friendly, considerate, and aligned with the agency’s Mission, Vision, and Standards of Ethical Conduct.2.Required to work holidays, evenings, weekends or alternate shifts to cover needs.3.Willing to work with little to no advance notice in order to meet agency demands during crisis.4.Organize and plan work for maximum efficiency and effectiveness.5.Utilize IT system and software programs in accordance with agency policy.6.Utilize time off in a manner consistent with agency policy.7.Perform other duties as deemed necessary and appropriate by supervisor.ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS1.Ability to learn and utilize the agency’s Electronic Health Record database and other electronic tools effectively and efficiently within 90 days of hire.2.Demonstrate a current knowledge of mental health practices.3.Demonstrate excellent interpersonal and customer services skills.4.Demonstrate a knowledge of community resources and partnerships available for persons served.5.Demonstrate the ability to effectively function as an A Renewed Mind team member.6.Demonstrate the ability to effectively manage multiple tasks concurrently.7.Possess and demonstrate effective organizational skills.8.Demonstrate the ability to customarily and regularly exercise discretion and good professional judgment.PHYSICAL DEMANDSPhysical 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 CONDITIONSWorking 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 A Renewed Mind and contractual obligations.At A Renewed Mind we care about the health and safety of our employees.

A Renewed Mind requires applicants to complete a pre-employment screening process upon receipt of an offer of employment.

We require and cover the cost of a fingerprint background and drug screening 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.