Crisis Hotline Call Center Specialist - 3rd shift (12am-8am)

Your story. Our mission. A perfect match.

Your story. Our mission. A perfect match. You have a place at OhioGuidestone, the state's leader in behavioral health! OhioGuidestone is the state’s leader in community behavioral health care, serving around 26,000 Ohioans each year. We focus on the needs of the whole person by providing telehealth and in-person prevention services, as well as mental health and substance use treatment. As we help people navigate the most difficult times in their lives—with compassion and respect—we ultimately empower them to take steps towards a healthier future.

We are actively seeking to hire a Call Center Specialist in the Napoleon, OH area. We are looking for individuals who are passionate and committed to mental health excellence. The Call Center Specialist reports to the Program Manager and is responsible for addressing all contacts made to the Crisis Care and Counseling Center Hotline. We are a 24-hour, 7-day-a-week facility, providing crisis interventions, information, and referral services to callers. You will provide assistance and actively share observations, offer suggestions and raise questions to appropriately serve each contact. This is an ON-SITE position.
Schedule: Must be able to work one week: Saturday, Sunday, Wednesday, Thursday, and Friday. Then next week work Monday through Friday. (Rotating weekends). This is a 3rd shift opportunity - standard hours are 12am-8am.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Exhibits excellent written and verbal communication with all staff, clients and contacts
• Demonstrates the ability to advocate for positive quality care for callers
• Provides positive reinforcement and confronts inappropriate behavior
• Completes documentation of pertinent facts about physical/emotional behavior reported by callers in a timely manner and in compliance with agency standards
• Manages volumes effectively
• Answers all calls and aids consumers in determining needs
• Assesses caller status to determine appropriate care
• Provides callers with information, referrals or crisis assistance as needed
• Advocates for callers who are unable to do so for themselves
• Responds, as necessary and trained, to effectively de-escalate clients who are at risk of harming themselves and/or others
• Communicates with community programs and providers to aide callers
• Navigates and utilizes the call center database
• Creates and updates caller records per agency requirements
• Abides by expectations of professional conduct, code of ethics, and other practices and procedures
• Maintains confidentiality of clients records in accordance with agency policy and HIPPA laws and regulations
• Follows all agency policies and procedures and consults with supervisor if further clarification is needed

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Perform job duties in a manner that’s friendly, considerate, and aligned with the agency’s Mission, Vision, and Standards of Ethical Conduct
• Required to work holidays, evenings, weekends or alternate shifts to cover needs
• Willing to work with little advance notice in order to meet agency demands during crisis
• Organize and plan work for maximum efficiency and effectiveness
• Utilize IT system and software programs in accordance with agency policy
• Utilize time off in a manner consistent with agency policy
• Perform other duties as deemed necessary and appropriate by supervisor

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS

• Ability to learn and utilize the agency’s Electronic Health Record database and other electronic tools effectively and efficiently within 90 days of hire
• Demonstrate a current knowledge of mental health practices
• Demonstrate excellent interpersonal and customer service skills
• Demonstrate a knowledge of community resources and partnerships available for persons served
• Demonstrate the ability to effectively function as an OhioGuidestone team member
• Demonstrate the ability to effectively manage multiple tasks concurrently
• Possess and demonstrate effective organizational skills
• Demonstrate the ability to customarily and regularly exercise discretion and good professional judgment

EDUCATION/EXPERIENCE/LICENSE/CERTIFICATION

• One year of experience in a human service-related setting preferred
• Experience working in a call center seen favorably
• Experience with the chronically or mentally ill, or those with SUD disorders
• Associates degree in a health-related field preferred.

PHYSICAL DEMANDS

Physical 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 sit or stand for long periods of time.
• Ability to perform job responsibilities in facilities with multiple levels and without elevator or mechanical transportation.
• Ability to operate a computer and keyboard.

WORKING CONDITIONS

Working 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.

Benefits include:

• Free CEU trainings
• Competitive medical benefits including a zero-premium monthly option for employee or employee children!
• 10 paid holidays; two are exchangeable
• Flexible work opportunities to support varying career paths, job roles, intern to hire, and locations
• 401(k) with employer match option
• Employment Assistance Program (EAP)
• Mileage reimbursement
• Free licensure supervision
• Recognition and rewards

This position description is subject to review and change in accordance with the needs of OhioGuidestone and contractual obligations.

At OhioGuidestone we care about the health and safety of our employees. OhioGuidestone requires applicants to complete a pre-employment screening process upon receipt of an offer of employment. We require and cover the cost of fingerprint background screening, physical, Tuberculosis test, and drug screen after an employment offer is made. Any employment offer is contingent upon receipt of all satisfactory pre-employment screenings. We believe that fostering a workforce that reflects diverse backgrounds, experiences, and perspectives strengthens our organization. Embracing diversity not only promotes a culture of respect and belonging, but it also enhances creativity, innovation, and problem-solving, ultimately contributing to our collective success. #IND1

Education

• High School or better

• Bachelors or better
• Associates or better in Human Services or related field