Position: Access Line Representative
Req.#: 25 - 52
FTE: Full-time, Non-Exempt
Unit: UAW
Department/Location: Access Services
Wage: $17.24- $22.86. Offer rate commensurate with experience. Comprehensive benefits package.
Additional Compensation: $4 shift differential for each hour worked during the 3rd shift. $6 shift differential when working 3rd Shift on Saturday's.
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 36 hours a week, working Thursday, Friday and Saturday 8pm to 8am. During training period, hours vary from 1st, 2nd and 3rd shift. There are some occasional weekend and holiday requirements for this position. This assignment is in person at 790 Fuller Ave, Grand Rapids, Michigan 49503
Network180 has made the safety of our employees a priority. We provide Personal Protection Equipment to our employees and thorough safety and cleaning protocols are in place. Job interviews are being conducted in person or via the internet.
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
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 see pdf document attached to this posting. Applications are accepted until position has been filled. 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 616 336-3909 or [email protected].
We are committed to attracting a diverse and talented work force to meet the needs of our diverse community. Network180 offers an attractive benefit package including health, dental, vision, retirement plan, life insurance, and short- and long-term disability.
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.
