What are the responsibilities and job description for the BH Information and Referral Mobile Navigator position at County of Chester?
The Contact Center Information and Referral Mobile Navigator is responsible for providing vital behavioral health service information to residents contacting the Behavioral Health Contact Center. The I&R Mobile Navigator will work in the community providing behavioral health service information to residents at libraries, community agencies and other public facilities. Individuals in this position will positively represent the Department of Human Services and County by providing a high level of customer service and professionalism.
This job requires the following documents to be obtained, reviewed as acceptable by the supervisor: PA Child Abuse, re-obtained every five years and a PA Criminal History and FBI Criminal History done every two years.
Criminal background check is required.
Preferred Skills, Knowledge & Experience:
Computer Skills Required:
To perform this job successfully, an individual should have, at minimum:
Physical Demands:
While performing the duties of this position, an individual is frequently required to sit, and talk or hear. Occasionally, an individual will need to stand, walk, bend at the waist while working, and climb stairs. On rare occasions, the individual will need to reach or work with arms above shoulders, kneel, stoop, crouch or squat.
The specific vision requirement listed for this position is:
Work Environment:
Most duties are typically performed in an office environment, where the noise level is quiet to moderate. Duties may occasionally be performed at off-site locations and/or outdoors, which may necessitate dealing with excessive heat or cold and/or moderate to loud noise levels.
This job requires the following documents to be obtained, reviewed as acceptable by the supervisor: PA Child Abuse, re-obtained every five years and a PA Criminal History and FBI Criminal History done every two years.
Criminal background check is required.
- The I&R Mobile Navigator works primarily in the community connecting with residents and community partners where they are.
- Answers and directs residents in-person to appropriate programs and agencies by providing referrals for behavioral health services, and other general inquiries and complaints, with the objective of resolving situations in the most efficient manner possible for the resident.
- Maintains an understanding of the human services resources for each category of need and each geographic area of the county. The I&R Mobile Navigator will assist the Behavioral Health Contact Center to understand the availability of services on a day-to-day basis.
- Enters data on key demographic and resident need information in a software system for all interactions that they have with residents.
- Works within guidelines, policies and procedures as established by the Co-Director, Information and Referral Services – Department of Human Services and/or other Department leadership.
- The I&R Mobile Navigator assists residents in finding behavioral health services and completing applications for services. However, the I&R Navigator does not provide on-going case management services to residents. Rather, the I&R Navigator connects a resident looking for behavioral health services with available resources.
- The I&R Mobile Navigator will assist residents within the behavioral health contact center system through in-person support at community locations such as libraries and/or community-based agencies.
- Creates a positive image of the Department and County by achieving and maintaining rapport with customers by providing a high level of customer service that translates into new trip reservations and/or customer satisfaction. As needed, asks questions to gain an understanding of customer needs.
- Provides suggestions and recommendations to supervisor or other Department management that highlight unmet customer needs.
- Operating applicable office equipment.
- Providing excellent customer service.
- Performs other duties as may be required or assigned.
- High school or GED equivalent, with at least 1 year customer service experience.
- Drivers License and reliable transportation.
- Accurate and detail-oriented, with excellent organizational skills and the ability to perform multiple tasks while priorities are under constant change.
- Knowledge of Human Services programs and other aides to the community.
- Ability to interface effectively with all levels of County management.
- Ability to maintain confidential information and handle confidential matters.
- Ability to present self in a professional manner and interact positively with internal and external parties.
- Ability to talk in clear speech and possess an excellent command of the English language, with the ability to decipher English spoken by a wide variety of cultures.
- Excellent verbal, written and interpersonal skills.
- Intermediate to Advanced skill in using personal computer and various software systems.
- Strong data entry skills.
- Efficient use of technology.
- Establish and maintain effective working relations with other Behavioral Health Contact Center employees and the public.
- Ability to work under pressure, addressing significant problems and tasks that arise
- Communication, interpersonal skills as applied to interaction with coworkers, supervisor, and the public sufficient to exchange or convey information and to receive work direction.
- Ability to work independently or as part of a team to achieve objectives.
- Ability to maintain confidential information and handle confidential matters.
- Ability to work extended hours, as necessary.
Preferred Skills, Knowledge & Experience:
- Associate degree in any related field of study.
- Two (2) years or more full-time experience in customer service or call centers.
- Knowledge of applicable federal, state, and local laws, rules, and regulations including ADA
- Knowledge of Department of Human Services programs specific to Chester County.
- Strong customer service skills and experience.
Computer Skills Required:
To perform this job successfully, an individual should have, at minimum:
- Intermediate Word skills
- Intermediate Excel skills
- Intermediate Outlook skills
- Basic PowerPoint skills
- Intermediate Internet skills
Physical Demands:
While performing the duties of this position, an individual is frequently required to sit, and talk or hear. Occasionally, an individual will need to stand, walk, bend at the waist while working, and climb stairs. On rare occasions, the individual will need to reach or work with arms above shoulders, kneel, stoop, crouch or squat.
The specific vision requirement listed for this position is:
- Close vision (clear vision at 20 inches or less)
Work Environment:
Most duties are typically performed in an office environment, where the noise level is quiet to moderate. Duties may occasionally be performed at off-site locations and/or outdoors, which may necessitate dealing with excessive heat or cold and/or moderate to loud noise levels.
Salary : $21
