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WA Resource Call Support Team Lead (Full-Time AM/M-F) - Behavioral Health 256

Olympia, Washington, United States

WA Resource Call Support Team Lead (Full-Time AM/M-F) - Behavioral Health 256

  • Olympia, Washington, United States

Founded in 1965, Telecare is a rapidly growing mental health care company dedicated to making a difference for our clients, the community, and our employees. We offer an array of mental health services to adults with serious mental illness. We partner with public sector entities and behavioral health organizations and have over 155 programs and over 4,300 employees across the country. And we 're growing all the time! When you work at Telecare, you help to empower thousands of individuals every day in their journeys of recovery.

Telecare is proud to have been recognized by The Bay Area Business Times as the 9thBest Place To Work In the Bay Area for 2020! This is the 18th time we have made the list!

As part of the Telecare family, the Thurston Mason Mobile Crisis program combines a comprehensive set of outreach services to provide an alternative level of intervention and follow-up services to stabilize individuals in crisis to remain in the community and move toward recovery. To provide this set of outreach services, we are now developing a comprehensive bundle of services to work conjointly to engage this high-risk population. These services include – Mobile Outreach Teams, Intensive Case Management Services, Peer Support, and linkages to community resources and outpatient treatment. The end goal is to provide effective prevention and intervention strategies for those most at risk in order to reduce or prevent more acute illness, high-risk behaviors, incarceration, and other emergency medical or crisis responses.

Employment Status:Full-Time

Shift:AM, 9:00am - 6 :00pm

Days:Monday - Friday

POSITION SUMMARY

The WA Resource Call Support Team Lead provides daily support and guidance to the WA Resource Call Support Specialist and completes reports and review of call logs for quality assurance. This individual participates in weekly check-ins with the HCA and facilitates team meetings. The WA Resource Call Support Team Lead may also answer the support phone line and connect with callers to “Washington Listens” and provide resources from the “Washington Listens” databases to assist the caller with making needed connections, as well as provide community outreach to promote the “Washington Listens” support line and database with local groups that provide community support.

  • This role also requires community outreach to help \u0022advertise\u0022 the WA Listens line. This outreach will be both via email/phone as well as IN PERSON. A valid driver 's license is required.
  • Due to the community outreach aspect of this role ideal applicants will reside in either Thurston or Mason Counties (which is the territory).
  • Because calls, documentation, virtual meetings, and other duties are performed from the homestrong and reliable bandwidth is required.
  • Proficiency in virtual meeting platforms is imperative for this program. It is also important to note that this program relies heavily on email-based dialogue.
  • This role supports the Support Specialists with outreach, goals, documentation, technical support. The Team Lead also participates in mandatory virtual meetings with the customer and other WA Listens teams.
  • This role will also man the WA Listens line.
  • This is a grant-funded role that is currently funded through 10/31/2021

QUALIFICATIONS

Required:

· Bachelor’s degree

· One (1) year of supervisory experience

· Strong interpersonal skills, listening skills and phone etiquette

· Excellent verbal and written communication skills in English

· Proficiency in web-based software and general computer skills

· Must be at least 18 years of age

· All opportunities at Telecare are contingent upon successful completion and receipt of acceptable results of the applicable post-offer physical examination, 2-step PPD test for tuberculosis, acceptable criminal background clearances, excluded party sanctions, and degree or license verification. Position requires driving, valid driver license, a motor vehicle clearance and proof of auto insurance is required at time of employment and must be maintained throughout employment. Additional regulatory, contractual or local requirements may apply

Preferred:

· Experience in behavioral health

· Bi-lingual in one of the languages in the service region

· Experience with providing customer service resource via phone

ESSENTIAL FUNCTIONS

· Demonstrate the Telecare mission, purpose, values and beliefs in everyday language and contact with the internal and external stakeholders

· Responsible for the hiring and staffing of the WA Resource Call Support Specialists

· Responsible for the coaching, review and discipline of WA Resource Call Support Specialists

· Available to provide guidance and coaching for all operating shifts

· Completes routine daily check in meetings with staff and provides weekly coaching

· Ensures services are being tracked and provides follow-up if any issues need to be resolved.

· Ensures staff are following guidelines

· Provides support to staff as needed

· Provides guidance to staff using content from training materials and culture policies and procedures after listening to calls or de-briefing calls

· Facilitates monthly team meetings

· Provides additional training and support for new staff based on the phone line training materials, policies and procedures

· Responsible for quality assurance review of call logs for completion, accuracy and weekly submission

· Completes weekly check-ins with HCA as required

· May answers phone calls on the “Washington Listens” support line and use the provided “Washington Listens” web-based databases to connect callers with resources needed

· Provides collective reports from the weekly staff log recaps

· Verify that weekly staff logs match service tracking

· Collaborates with team and Communications Department to create co-branded materials for community outreach

· Provides community outreach to promote the “Washington Listens”

· May drive to locations to provide community outreach as needed

· WA Resource Call Support Specialists do not provide crisis counseling and if a caller needs behavioral health support or is in a behavioral health crisis the Support Specialist should work to get this person connected to a behavioral health crisis service.

Duties and responsibilities may be added, deleted and/or changed at the discretion of management.

Position requires driving for company business such as trainings, offsite meetings, etc.

SKILLS

· Excellent interpersonal skills and phone etiquette

· Excellent written and verbal communication skills

· Proficiency with web-based software and use of internet

PHYSICAL DEMANDS

The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit, bend, squat, kneel, crawl, climb and lift and carry items weighing 25 pounds or less as well as to frequently walk, stand, twist, reach and do simple and power grasping. The position requires manual deviation, repetition and dexterity and to occasionally drive and be exposed to uneven walking ground as well as Hazardous Exposure (Blood Borne Pathogens, Hospital Waste, Chemical & Infectious). Visual requirements include computers and books exposure.

EOE AA M/F/V/Disability

CCrosby123

Equal Opportunity Employer Description
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Pay Transparency Policy Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.