Customer Service Advocate

SCCMHA JOB VACANCY ANNOUNCEMENT 

Customer Service Advocate - Part Time

Pay Range:  $18.43 - $21.24 Hourly

GENERAL STATEMENT OF DUTIES:  

Under the general supervision of the Director of Environmental Services, Customer Service and Security, serves as a primary customer service contact for Saginaw County Community Mental Health Authority (SCCMHA), answering and screening the telephone calls, receiving persons served/visitors and provides direction to all mental health activities, utilizing thorough knowledge of operations and services of agency and other community services. This position rotates between and shares responsibilities for the Customer Service Specialist in the customer service switchboard area and Check In Station. To be eligible for this position, the candidate must be a primary persons served of mental health services currently or in the past. This position will be knowledgeable about and actively support culturally competent recovery based practices; person centered planning as a shared decision making process with the individual, who defines their life goals and is assisted in developing a unique path toward those goals; and a trauma informed culture of safety to aid persons served in the recovery process.

ESSENTIAL DUTIES AND RESPONSIBILTIES:

1. Serves as primary customer service contact to SCCMHA.

2. Answers and directs incoming and inter-agency calls to appropriate departments/employees reported extensions promptly and in a courteous, professional manner.

3. Provides information and direction to all persons served, visitors, and general public in a prompt, courteous, and professional manner at all times.

4. Provides coverage of the Security Station as needed to ensure visitors are greeted when they enter the building and ensures visitors sign in and are given the appropriate visitor, training, or student badge before leaving the main entrance of the Hancock building.

5. Reviews current security alerts, updates the alerts as necessary, updates the tracking sheet for alerts, and posts them in the security alert binder located at the Check In Station.

6. Disseminates bus schedules and informational materials maintained in the Customer Service Office in the 500 Hancock building.

7. Schedule resources such as meeting rooms, cars, projector, and display board.

8. Maintains persons served confidentiality at all time.

9. Is familiar with Recipient Rights and conduct job performance to comply with SCCMHA Recipient Rights policies.

10. Will assist persons served and/or their families in filling out Recipient Rights complaints, appeals or grievance forms, or assisting in general Customer Service questions. After assisting with filling out forms for complaints, appeals, or grievances, the information is forwarded to the appropriate person for completion of the investigation or review.

11. Utilizes case managers and/or program Supervisors for guidance and resolution of issues, in the event a situation with a particular persons served occurs that needs clarification.

12. Utilizes Supervisor for guidance and resolution of issues, in the event a problematic situation with a particular visitor occurs.

13. Knowledgeable of SCCMHA offices, department heads, specific services available and locations of other community service agencies.

14. Assists clerical personnel as guided by Supervisor.

15. Distributes educational materials to the general public, including brochures, posters, and fliers. This could include suggestion box reply forms.

16. Ensures there are orientation packets prepared to be given to new persons served as they come to SCCMHA for orientation.

17. Give directions to persons served/visitors coming into the building.

18. Assists persons served in navigating the Community Mental Health System, including service array, persons served rights, and the appeals and grievance procedures.

19. In a backup role, empties the suggestion boxes at 500 Hancock and either enters them into the suggestion box log or turns them in to the Customer Services Specialist for entry into the database.

20. On a daily basis, sorts and delivers inter-office and U. S. mail to appropriate agency departments, documents incoming checks and sends by lockable money satchel to the Finance department.

21. In a backup role, checks and brings in mail from the drop box outside the Hancock building.

22. Requests supplies as needed for the Customer Services office by notifying the CS Administrative Assistant.

23. In the back up role, assists with educational/training offerings by scheduling and promoting learning links classes twice per month.

24. Assists in the preparation and distribution of the counseling directory every other year.

25. Performs other duties as assigned by the Director or the Chief Executive Officer.

26. Provides coverage of the duties in the Customer Service Office at Hancock and satellite locations.

27. Adheres to the mission, vision, core values, and operating principles of SCCMHA at all times.

INCIDENTAL DUTIES AND RESPONSIBILITIES:

1. Maintains a neatly organized and customer service reception area.

2. Attends meetings, in-service training, or workshops in order to sustain competency in duties.

3. Reacts productively to change and handles other essential tasks as assigned.

(The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all duties and responsibilities required of personnel so classified.)

REPORTING RELATIONSHIPS:

Reports to: Customer Service Supervisor

Supervises: None

 WORKING CONDITIONS/ENVIRONMENT:

Works in normal office environment with usual pressures of time constraints and stress from long periods of computer use. Often deals with the public, which may include people who are unpleasant or angry.

MINIMUM REQUIREMENTS:  

Education:  

High School diploma or equivalent with courses in general business, typing, bookkeeping, office practices, and computers.

Experience:   

1. Ability to serve public in a pleasant courteous manner, to communicate with individuals effectively and deals with the public which may include people who are unpleasant or angry.

2. Ability to use tact and diplomacy and understand individuals from all social, economic, and cultural backgrounds.

3. Overall knowledge of the continuum of services provided by SCCMHA.

4. Ability to plan and organize work and provide small group leadership.

5. Effective oral and written communication skills.

6. Ability to organize and maintain data and information.

7. Ability to lift and carry files and supplies at least 20 pounds.

8. Problem solving and mediation abilities.

9. Ability to maintain favorable public relations and provide community leadership.

10. Ability to exercise independent and mature judgment.

11. Ability to maintain strict confidentiality.

12. The persons in this role must possess knowledge of typing, computers, spelling, excellent grammar skills, and office practices.

13. Ability to type and use alphanumeric keyboard, knowledge of the latest version of the Microsoft Office Suite, demonstrating working knowledge of Microsoft Word, Microsoft Excel, Microsoft Access, and Microsoft Outlook.

 Physical/Mental Requirements:

1. Hearing acuity to converse in person and on telephone.

2. Visual acuity to read and proofread documents and use a computer monitor.

3. Ability to walk, stand, or sit for extended periods of time.

4. Able to operate standard office equipment (PC, Keyboard, Copy Machine, Fax Machine, etc.)

5. Ability to regularly lift and carry files and supplies. Reach, bend, or stoop to manage charts or supplies up to 20 pounds, must also have the ability to push or pull large records cart.

6. Strong interpersonal skills to interact with leadership, employees, persons served and the general public.

7. Mental capacity to think independently, follow instruction and use judgment.

8. Ability to plan short and long range and to manage and schedule time.

9. Ability to handle stress in meeting deadlines and dealing with large numbers of employees and/or persons served.