Position: Access Line Representative Req.#: 25-158 FTE:Irregular Part-time, Non-Exempt Unit: UAW Department/Location: Access Services Compensation: $17.24- $22.86. The final job offer is based on several factors (internal equity, skills, education, experience, and credentials). Additional Compensation: $2-$6 Shift Differential based on schedule worked.

Access Line Representative

Network180 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.

Duties & Responsibilities

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 with a variable schedule including 1st, 2nd, and 3rd shifts, holidays and weekends. This assignment is in-person at 790 Fuller Ave, Grand Rapids, Michigan 49503.

MINIMUM QUALIFICATIONS:

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 Network180 services within diverse communities

Ability to adapt to change in product, processes, and last-minute updates with ease

PREFERRED QUALIFICATIONS:

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

Network 180

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Access Line Representative - Per Diem