Call Center Counselor (Full Time) (6780)

Description

Location:

Main Campus (5214 Greenwich Ave, Baltimore, MD 21209)

Shift:

Monday - Friday 7AM-3PM or 3PM-11PM

Job Description:

Supports the transition of services through the system of care by partnering with individuals receiving care and their identified care team members. Advocates, facilitates, manages, and coordinates linkage of care and post-discharge services to external service providers, support agencies, and other organizations. Actively monitors and engages individuals receiving care, documenting and tracking activities of daily living, interpersonal functioning, and progress toward individual treatment goals.

Essential Functions:

• Supports the delivery of services and engagement of individuals under care by participating in supervision and team meetings.
• Uses person-focused evidence-based best practices as identified in program policies and procedures, to recognize and honor the caller’s unique needs, strengths, preferences, and goals.
• Assesses the needs of the individual receiving care across multiple domains including mental health, medical, social, and other services by completing needs assessment and other appropriate tools.
• Initiates and submits referrals to medical and behavioral health care, community programs, and service providers.
• Develops and maintains strong working knowledge of care partners, service providers, and stakeholders across the system of care.
• Collaborates with care team members for admission into the residential milieu through the bed registry, and/or by engaging external stakeholders and service providers when appropriate and as directed during these transitions.
• Demonstrates adherence to program, department, and company policies, expectations, and behavioral competencies, both explicit and implicit.
• All tasks, projects, and/or duties as assigned and authorized, as determined by Human Resources and Direct Supervisor (or designated delegate) to be congruent with the role.
  
  

Qualifications

Education:

High School Diploma, GED, or Equivalent, Required

College degree in Human Services or related field, Strongly Preferred

Experience:

One year work engagement or experience with individuals living with dynamic and complex behavioral health needs, Preferred

Additional:

One year community health or lived experience, Preferred

Valid and unrestricted driver’s license, Required

Proficiency with Microsoft Office Suite Products, Required

Credentials:

Proficiency and familiarity with EHR/EMR systems, Preferred

Physical Demands:

Mental Health First Aid Certification, Preferred

Prolonged periods of sitting at a desk or computer workstation.

Prolonged periods of standing, bending, and reaching.

Must be able to lift weights up to 50 pounds at times.

Psycho-Social Demands:

Seeks guidance / help proactively to support safety and quality care.

Demonstrates skill of distress-tolerance to maintain calm and safety.

Models positive regard with all members of the community of care.

Establishes and maintains interpersonal boundaries.

Maintains personal and situational awareness through self-reflection.

Practices ethical, evidence-based, and person-first decision-making.

Clock Hours:

Variable

Classification:

Hourly

FLSA:

Non-Exempt

Reports To:

Call Center Manager

Benefits Eligible:

Yes

Description

Location:

Main Campus (5214 Greenwich Ave, Baltimore, MD 21209)

Essential Functions:

• Supports the delivery of services and engagement of individuals under care by participating in supervision and team meetings.
• Uses person-focused evidence-based best practices as identified in program policies and procedures, to recognize and honor the caller’s unique needs, strengths, preferences, and goals.
• Assesses the needs of the individual receiving care across multiple domains including mental health, medical, social, and other services by completing needs assessment and other appropriate tools.
• Initiates and submits referrals to medical and behavioral health care, community programs, and service providers.
• Develops and maintains strong working knowledge of care partners, service providers, and stakeholders across the system of care.
• Collaborates with care team members for admission into the residential milieu through the bed registry, and/or by engaging external stakeholders and service providers when appropriate and as directed during these transitions.
• Demonstrates adherence to program, department, and company policies, expectations, and behavioral competencies, both explicit and implicit.
• All tasks, projects, and/or duties as assigned and authorized, as determined by Human Resources and Direct Supervisor (or designated delegate) to be congruent with the role.
  
  

Qualifications

Psycho-Social Demands:

Seeks guidance / help proactively to support safety and quality care.

Demonstrates skill of distress-tolerance to maintain calm and safety.

Models positive regard with all members of the community of care.

Establishes and maintains interpersonal boundaries.

Maintains personal and situational awareness through self-reflection.

Practices ethical, evidence-based, and person-first decision-making.

Benefits Eligible:

Yes