System Team Lead Call Center

Description

I) Job Purpose

The System Team Lead for Centralized Access, Crisis and Navigation supports the call center staff in their work connecting all callers to resources, services and addressing crisis needs in a trauma-informed and least restrictive manor.

This role requires someone who is friendly, outgoing, detailed oriented, and has exceptional coaching skills. Flexible work hours are necessary to address the call center hours and operations.

II) Essential Functions

A) Provides supervision and coaching leadership for call center staff to ensure support is given for staff well-being.

B) Conduct performance management of staff answering calls / texts under supervision of coordinator.

C) Oversight of daily workflow procedures including referral assignments and discharge processing to ensure fidelity and standards of quality.

D) Assists System Manger in overseeing the daily operations of the call center.

E) Conducts specialty follow ups to ensure callers receive appropriate resources, referrals and / or emergency intervention.

F) Oversight of successful documentation, correction completion, referral assignments, and discharge processing.

G) Coordinate training and development for staff with Coordinator.

H) Monitor live call queue to ensure calls are being answered within the required time frames.

I) Generates, reviews, and submits program reports and data to review by Director or as assigned.

J) Reviews data and generate reports to reflect the work of the call center staff.

K) Works on call to provide supports to staff including assisting with call coverage and debriefings.

L) Performance standards are performed as applicable with MHMR's We CARE values "We Connect People in Our Community. We Provide Access to Services.

We Link People to Resources. We Empower People."

M) Performs other job duties or responsibilities as requested or assigned.

III) Knowledge of Laws, Regulations, Policies / Procedures, Skills, and Abilities

A) General knowledge of typical development including disordered and atypical development, and medical diagnoses and conditions impacting children birth to eighteen years old.

B) Knowledge of program eligibility requirements.

C) Knowledge of community resources and demonstrated skill in making productive person-centered referrals.

D) Working knowledge of psychopathology and DSM V classes of major mental illness.

E) FERPA and HIPAA compliance.

F) Possess basic analytical skills.

G) Possess strong time-management skills.

H) Ability to multitask and maintain focus.

I) Ability to think clearly under pressure and to perform effectively in high-stress situations.

J) Knowledge of all applicable standards for the Crisis Services Department including CARF, 1115, Performance Contract, Info Item V, TAC (Texas Administrative Code), CCBHC (Certified Community Behavioral Health Clinic), etc.

K) Knowledge of applicable grants, contracts, and funding sources.

L) Ability to complete assigned tasks within defined timelines.

M) Ability to organize work independently, work independently without or with limited supervision, work flexible hours including evenings, weekends, and holidays.

N) Knowledge of confidentiality and ethics procedures.

O) Ability and skills to communicate both orally and in writing.

IV) Internal & External Customer Service

A) Knowledge, skills, and ability to work effectively with families / adults from various cultural, linguistic, socio-economic, cognitive, social-emotional, and educational statuses.

B) Ability to strive to make effective working relationships with internal and external customers that are characterized by mutual support, open communication, trust, integrity, and respect.

C) Ability to problem solve with infrequent assistance from supervisor. Identify and use a rational approach for the situation.

Communicate problems and decisions to supervisor.

D) Ability to discuss uncomfortable and potentially conflict-producing, stressful topics in a professional and effective manner with internal and external customers and maintain courteous interaction.

E) Must demonstrate compassion, trauma-informed care, and safety practices including suicide safe care

V) Travel

A) Adhere to MHMR Mileage and Travel reimbursement policy and any other aspect regarding travel.

VI) Equipment Used

A) Utilized as required for position.

Minimum Requirements

VII) Minimum Qualifications

A) Minimum Education : Bachelor's Degree

B) Defined Education : Adaptive Physical Education, Child Development, Child Life, Communication Disorders, Family Studies, Health, Human Development, Psychology, Social Work, Rehabilitative Counseling / Rehabilitation Services, Sociology, Special Education

C) Preferences : Master's Degree; Spanish - Speaking

D) Substitutions : Bachelor's degree with a minimum of 9 hours of semester course credit relevant to early childhood intervention, including 3 hours of semester course credit in early childhood development or early childhood special education OR be registered as an Early Intervention Specialist (EIS) in the State of Texas prior to 09 / 01 / 2011 and maintain as verified by supervisor

E) Years' Experience : Four (4) years

F) Defined Experience : Health and Human services field

G) License / Certifications : Qualified Mental Health Professional (QMHP) OR eligible for QMHP certification (based on minimum and defined education above; certification on the job)

H) Special Courses : None

I) Supervisory Experience : None

VIII) Agency Requirements

A) All staff are required to participate in agency Emergency Preparedness and Environmental Safety programs and may be assigned by their department as a key / essential staff level function during critical events or for the purpose of sustaining business continuity.

B) This position may require temporary or permanent re-assignment to any MHMR Tarrant facility as determined by program needs and / or the Division / Director.

C) Assigned work hours may change as the needs of the agency change.

D) The Functional Title of this position may change as the needs of the agency change.

E) All work will be completed within the scheduled work hours. All non-exempt (hourly) employees are expected to clock in and clock out for each work shift, no work should be done off the clock.

F) MHMR reserves the right to change, add to or eliminate positions as it deems appropriate.

G) Employment is at will, as well as agency needs may change.

H) Agency dress code is to be followed at all times.

I) Physical on-site presence, including regular attendance and punctuality, is an essential function of this position. Any changes or adjustments to your assigned work schedule or shift hours must be approved by your supervisor in advance.

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