Access Line Representative Per Diem (25-158) at Kent County Cmh Authority

Position: Access Line RepresentativeReq.#: 25-158FTE:Irregular Part-time Non-ExemptUnit: UAWDepartment/Location: Access ServicesWage: $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 RepresentativeNetwork180 employees make a difference in peoples 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 RepresentativeThis position provides telephone crisis de-escalation/interventions and direct calls for community partners and individuals seeking help.Duties & ResponsibilitiesAnswer a multi-line phone system to assist clients in crisis situations and community needsDocument each encounter while in-callConsistently exercise superior customer service skills with team members individuals being served and with the communityAssist callers in an empathic professional courteous manner interacting with empathy confidence and professionalism with the public and co-workersCommunicate effectively both verbally and writingTriage calls to determine appropriate level of careCoordinate with EMS or police to complete active rescue as needed.Apply the dynamics of the crisis intervention model and engage in problem solving processUtilize De-escalation techniques motivational interviewing collaborative problem-solving skills crisis interventions and suicide practices and techniquesThis 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 equivalentOne year experience in a call center and/or customer service-related positionDemonstrated proficiency in multitasking; defined by speaking on the phone utilizing multiple computer applications researching and typing at the same timeProficient computer skills including Microsoft products such as Word Teams and OutlookExperience with identifying and escalating customer issues with empathy and respectExcellent communication skills both verbal and written; including ability to communicate clearly and concisely in stressful situationsAbility to effectively problem solve and resolve conflictAbility to handle volatile triggering and emotional situations calmly and rationally when the situation presentsAbility to work effectively in a multicultural environment and skills and capabilities of bridging language/cultural barriers to Network180 services within diverse communitiesAbility to adapt to change in product processes and last-minute updates with easePREFERRED QUALIFICATIONS:Experience in a social services not-for-profit agency preferredOne year of experience working in a behavioral health field with ability to demonstrate crisis intervention skillsLived experiences with mental illness/developmental disabilities/substance use disorders valuedJob interviews are being conducted in person or via the internet. To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed on the job description are representative of the knowledge skill and/or ability required. For a detailed job description and responsibilities please review the job description. Network180 is an Equal Opportunity Employer. Network180 participates in E-Verify.Network180 is a drug and alcohol-free workplace which includes the prohibition of medical and recreational marijuana use. Successful completion of a drug screen is part of our background check process.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Assistance with the application process may be requested through the Human Resources Department at or . We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.Required Experience:Unclear Seniority Key Skills Data Entry,Deputy,Drafting,Hibernate,Administration Support,Activex Employment Type : Grant Experience: years Vacancy: 1 Monthly Salary Salary: 17 - 22