Access Line Representative Per Diem

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Access Line Temporary 1 Attachments

Req.#: 26-140

FTE
:
Less than part-time, non-exempt

Unit
: UAW

Department/Location
:
Access Services

Compensation
: $17.24- $22.86. The f inal job offer is based on several factors (internal equity, skills, education, experience, and credentials).

Additional Compensation: $2 Shift Differential if working second shift, $4 Shift Differential if working third shift, $2-$6 differential for working weekends.

Network
180 employees make a difference in people’s lives every day, making our community a better place to live. We are the behavioral health community organization responsible for the delivery of mental health, substance abuse treatment coordination, and developmental disabilities services for Kent County. We need individuals who are passionate about making a difference by helping others.

We are seeking an Access Line Representative.This position provides telephone crisis de-escalation/interventions and direct calls for community partners and individuals seeking help.

• Answer a multi-line phone system to assist clients in crisis situations and community needs
• Document each encounter while in-call
• Consistently exercise superior customer service skills with team members, individuals being served, and with the community
• Assist callers in an empathic, professional courteous manner, interacting with empathy, confidence, and professionalism with the public and co-workers
• Communicate effectively, both verbally and writing
• Triage calls to determine appropriate level of care
• Coordinate with EMS or police to complete active rescue as needed.
• Apply the dynamics of the crisis intervention model and engage in problem solving process
• Utilize De-escalation techniques, motivational interviewing, collaborative problem-solving skills, crisis interventions and suicide practices and techniques

This position is Per Diem/as needed. The initial assignment is anticipated to include first shift coverage for approximately 8 weeks, followed by an as-needed schedule based on departmental needs. This assignment is in-person at 790 Fuller Ave NE Grand Rapids, Michigan 49503.

• High school diploma or equivalent
• One year experience in a call center and/or customer service-related position
• Demonstrated proficiency in multitasking; defined by speaking on the phone, utilizing multiple computer applications, researching, and typing at the same time
• Proficient computer skills including Microsoft products such as Word, Teams, and Outlook
• Experience with identifying and escalating customer issues with empathy and respect
• Excellent communication skills, both verbal and written; including ability to communicate clearly and concisely in stressful situations
• Ability to effectively problem solve and resolve conflict
• Ability to handle volatile, triggering and emotional situations calmly and rationally when the situation presents
• Ability to work effectively in a multicultural environment and skills and capabilities of bridging language/cultural barriers to Network
  180 services within diverse communities
• Ability to adapt to change in product, processes, and last-minute updates with ease

• Experience in a social services not-for-profit agency preferred
• One year of experience working in a behavioral health field with ability to demonstrate crisis intervention skills
• Lived experiences with mental illness/developmental disabilities/substance use disorders valued

Job interviews are being conducted in person or via the internet. To perform this job successfully, an individual must be able to perform each…