As a member of the Centra Wellness Network (CWN) Team, this person is responsible for performing a variety of duties related to the Customer and Provider Services (CAPS)
This person is responsible for performing a variety of duties related to the general operations of the CAPS department, Finance, Administrative Offices and Human Resources. Incumbents in this classification act as the initial contact/reception of persons coming to the Administrative Offices for Centra Wellness Network, assist with general duties and assistance with HR tasks and functions. The employee will complete other tasks as needed in various programs as assigned by the supervisor.
CWN Statement of Practice
CWN recognizes that all individuals are vulnerable to trauma and acknowledges the profound impact traumatic experiences can have on daily living. Our approach is rooted in evidence-based and best-practice models that support our service delivery, treatment approaches, and strength-based outcomes.
As members of the CWN team, staff are expected to:
- Provide consistent support across the agency,
- Demonstrate and develop leadership skills,
- Complete responsibilities with efficiency and effectiveness,
- Adhere to recovery-based principles that empower individuals and promote holistic recovery.
CWN is committed to fostering collaborative relationships within the community, engaging with partners in a professional, respectful, and positive manner that nurtures a culture of support, creativity, and shared success.
Staff Expectations and Responsibilities
Staff must demonstrate excellent written, verbal, listening, and overall communication skills. Proficiency in computer software programs, keyboarding, typing, grammar, punctuation, proofreading, and transcription is essential. Strong interpersonal and customer service skills are required to interact effectively with team members, clients, business partners, and community stakeholders.
Position Specific Duties and Responsibilities
Essential Functions:
- Function as the initial contact person to community members and staff as well as general management of office space/facility and reception to promote quality customer care. As a CAPS Team member, engages in cross training to cover other departments, the CAPS Call Center or agency office support as needed.
- Provide scheduled and as-needed coverage for Access Department, including front desk coverage and phone support, to ensure continuity of services during staff absences, lunches, and high-volume periods. Primary coverage at MWC with potential support to Benzie office as needed.
- Answer and manage incoming calls during coverage periods, including triaging inquiries, routing calls appropriately, and providing accurate information and resource navigation in a timely manner.
- Serve as initial point of contact for clients and visitors while covering front desk, ensuring a welcoming, professional, and efficient experience.
- As a CAPS Team member, engage in cross training to provide backup call center support, including handling live calls during peak times or staffing shortages.
- Adjust daily workflow to respond to real-time coverage needs, prioritizing assigned front desk and phone coverage responsibilities when critical gaps arise
- Assist in performing clerical functions, custodial duties, or other routine tasks associated with the management and operation of the CWN administrative offices including data entry, copying, faxing, sorting and distribution agency mail including the postage meters and inventory and collection of agency vehicle keys. Unlock and lock the front door while covering at 8:00am and 5:00pm, respectively.
- Assist with facility management, coordination of maintenance services, including security and safety.
- Maintain HR files, up-keep, and coordination of all HR files. Develop new employee packets, build hiring files, maintain HR records according to requirements and dismantle and assure proper file maintenance for storage and disposal.
- Maintain knowledge of CWN policies related to releasing of information and processing subpoenas pertaining to confidential personnel records.
- Assist as directed with HR activities, projects, or presentations.
- Assist with inventory of supplies and equipment as assigned.
- Assist in routine and special projects assigned by Supervisor.
- Assist and develop presentations and reports as directed (understanding of Power Point and Publisher helpful)
- Answer calls and handle inquiries, redirect calls as appropriate, and provide information for appropriate resources.
- Assist and develop presentations and reports as directed (understanding of Power Point and Publisher helpful)
Organizational-Wide Duties and Responsibilities
Customer Service
Staff are expected to consistently deliver services in alignment with CWN’s customer service standards. This includes treating all clients with dignity and respect, in accordance with their Individual Plan of Service (IPOS), the Mental Health Code, and professional ethical standards outlined in the CWN Compliance Plan. Employees must maintain a professional image in appearance and conduct, while ensuring strict confidentiality per CWN policies and HIPAA regulations.
Teamwork
Employees are responsible for actively contributing to a positive team environment. This includes sharing knowledge and experience, constructively addressing team conflicts, and supporting co-workers to enhance team and agency success.
Problem Solving and Decision-Making
Staff are expected to independently identify and resolve issues using sound judgment, while seeking supervisory direction when appropriate. Decisions should consistently reflect the best interests of CWN, and staff are expected to accept accountability for the outcomes of their decisions.
Communication
Professional, respectful, and positive communication—both verbal and written—is essential when interacting with clients, coworkers, and community members.
Productivity and Quality
Employees must meet agency expectations for productivity, which includes maintaining a high volume of work with accuracy and timely completion. Quality standards will be aligned with the specific responsibilities of the position.
Computer Systems
All staff must demonstrate a working knowledge of computer operations. This includes navigating and utilizing CWN's electronic systems and software programs effectively.
Guidance and Work Direction
Employees are expected to follow established policies, procedures, and practices to carry out their responsibilities, with minimal supervision.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
