PSHN Hotline Team Lead

The Hotline Team Lead manages the daily operations of the Homeless Navigation Hotline, ensuring excellent customer service and team performance. Responsibilities include supervising staff, overseeing data management and compliance, handling escalations, and implementing training programs. The role also involves collaborating with community partners, supporting equitable access to housing and services, and maintaining accurate documentation.

What we offer:

StarkMHAR offers the more traditional "government" benefits that are appealing to many, and is also committed to recruiting, engaging and developing a diverse, high-quality staff. Some, but not all of the many employee-friendly features of employment at StarkMHAR include: Health benefits beginning the 1st month after start date; enrollment in the Ohio Public Employee Retirement System (OPERS); vacation and sick leave accrual from employee's first day; several personal and paid holidays observed annually; year-round staff development opportunities; and educational assistance. In an effort to promote work/life balance and offer staff greater flexibility, most StarkMHAR positions are eligible for remote work and/or alternate work schedules.

How we work:

• StarkMHAR collaborates and partners. We strive to be thought leaders and conveners of various community-based systems and professionals.
• StarkMHAR promotes equity and inclusion. We engage with diverse partners to reflect consumer voice and community needs with cultural and linguistic competence.
• StarkMHAR innovates. We fund and promote evidence-informed practices and pilot projects which foster new models of service delivery.
• StarkMHAR employees act with integrity. We are uncompromising in our ethical practices.
• StarkMHAR perseveres. We pursue our goals even when it is difficult.
• StarkMHAR believes in hope, wellness and recovery for everyone. StarkMHAR is empowered by the State of Ohio to plan, develop, fund, manage and evaluate community-based mental health and addiction services. Federal, state and local funds are utilized to ensure mental health and addiction prevention, and treatment and recovery support services are available to individuals and families in Stark County.

The successful candidate will:

• Manage the day-to-day operation of the Homeless Navigation hotline.
• Collaborate with the PSHN team to provide regular coverage and backup to the Homeless Navigation hotline. Assist with Hotline Specialist activities, including diversion activities, intake and enrollment activities, assessment activities, and data entry activities.
• Provide regular, direct supervision and support to the Homeless Navigation Specialists, including reporting on established metrics.
• Ensure customer service standards of Hotline team. Problem solves and resolves escalation calls, seeking support when necessary. Implements and oversees customer satisfaction survey activities.
• Oversee the data entry of participant records and cases in the HMIS and CES, meeting federal requirements for data needs.
• Ensures documentation of work is preserved within HMIS, CES and other record-keeping vehicles.
• Collaborate with Homeless Navigation Supervisor and other team members to implement the PSHN training programs, both internal and external, including onboarding and annual training of PSHN team.
• Complete regular housing assessments and reassessments to ensure that the participant continues to require assistance.
• Collaborate with the Shelter Navigator in daily shelter referrals. Works with Street Outreach team to ensure equitable access to households that are unsheltered.
• Builds relationships with system and community partners to improve coordination within, access to, and referrals to and from the CE system.
• Participate in the annual PIT count activities.
• Assist in creating and maintaining a system to track Diversion activities and outcomes.
• Assist with all reporting requirements and developing and maintaining operating and procedure manuals and workflows
• Provides customer service support to shelters, other area agencies, county and federal entities related to shelter and services for homeless individuals; Assists shelters, housing and service providers with data entry needs including programs and services, training and troubleshooting access difficulties.
• Assists internally and externally with data entry needs including programs and services, training and troubleshooting access difficulties.
• Educate participants, professionals, and the community on navigating the services in the Homeless Continuum of Care of Stark County.
• Ensure services to participants are reflective of customer choice and emphasize housing first, harm reduction and trauma-informed care models
• Liaise with other providers within the agency, as well as outside, to formulate strength-based strategies that focus on stabilizing housing and general wellness
• Adhere to agency policies and procedures including confidentiality and code of ethics.
• Provides customer service support to HCCSC providers and participating agencies.
• Provide representation and back up at committees and meetings as assigned. Leads the Homeless Services Collaborative.
• Assists in promoting cultural & linguistic competence within the Stark County community.
• Works congenially and cooperatively with coworkers and the public.
• Additional tasks, projects and or responsibilities, including attending training and community meetings, as assigned that are not outlined but which are an important part of the agency's goals and/or program outcomes.

Who we are seeking:

The position requires a bachelor's degree or four years of equivalent experience, with at least two years in a supervisory role. Candidates should demonstrate strong customer service, case management, and organizational skills, along with proficiency in Microsoft Office. Experience in call center leadership and HMIS is preferred.

Physical Demands

Nature of work requires ability to operate standard business office equipment. Requires ability to communicate and exchange information, collect, compile, and prepare work documents, set up and maintain work files. Should be capable of moving up to 40 lbs. Travel by automobile will be required occasionally.

Working Conditions

Work performed in a general office environment. May require availability for additional hours during peak periods. May require work in a shared office environment. Requires periodic participation and attendance at organization sponsored events and meetings.

Conditions of Employment

The final applicant selected for this position, prior to appointment, will be required to submit to a drug test for illegal drug use. The test site shall be chosen and paid for by StarkMHAR. An applicant with a positive test result will not be offered employment. Applicants will also be subject to any other requirements of Ohio law.

Salary: StarkMHAR Grade 3: $43,790 to $65,685 Suggested Starting Salary: $43,790 to $52,000

Hours: 40 hours with varying days and hours needed to cover the Hotline. Will require a rotating Saturday shift (4 hours). A ½ to 1-hour unpaid lunch. Alternative scheduling may be available.

Application Deadline: Until Filled__________________________________________________________________

Apply online at https://starkmhar.org/job-board/ or https://www.applicantpro.com/openings/starkmhar/jobs

or mail resume to:

Attention: Human Resources Department

Stark County Mental Health & Addiction Recovery

121 Cleveland Ave. SW

Canton, Ohio 44702

EOE/Minorities/Females/Vet/Disabled

Salary : $43,790 - $65,685