WA Resource Call Team Lead Full-Time - Behavioral Health 258

Profile

u003cpu003eFounded 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 weu0027re growing all the time! When you work at Telecare, you help to empower thousands of individuals every day in their journeys of recovery.u003cstrongu003eu0026nbsp;u003c/strongu003eu003cspanu003eu0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eAs part of the Telecare Family,u0026nbsp;u0022Washington Listensu0022 Support Line program provides support services to individuals experiencing increased anxiety, depression, or other emotional symptoms due to the Covid 19 pandemic.u0026nbsp; Support specialists will offer emotional support and coping skill education via a telephonic support line as well as outreach into the community.u0026nbsp; This is a non-clinical, psycho-educational program designed to improve resiliency for anyone in Washington struggling with the effects of the Covid 19 pandemic.u003cstrongu003eu003cspanu003eu0026nbsp;u003c/spanu003eu003c/strongu003eu003c/pu003enu003cpu003e*Remote: Must reside in the state of Washington, ideally in the 5 county area (Whatcom, Snohomish, Skagit, San Juan, or Island)u003c/pu003enu003cpu003eu003cstrongu003eEmployment Status:u0026nbsp;u003cspanu003eu0026nbsp;u003c/spanu003eu003c/strongu003eu003cspanu003eFull-Timeu003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eShifts:u003c/strongu003eu0026nbsp; DAYS as neededu003c/pu003enu003cpu003eu003cstrongu003eDays:u0026nbsp;u003c/strongu003eu003cspanu003eu0026nbsp;Monday - Fridayu003c/spanu003eu003cstrongu003eu003cspanu003eu0026nbsp;u003c/spanu003eu003c/strongu003eu003c/pu003enu003cpu003eu003cstrongu003eu003cspanu003ePOSITION SUMMARYu003c/spanu003eu003c/strongu003eu003c/pu003enu003cpu003eu003cspanu003eThe 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.u0026nbsp; This individual participates in weekly check-ins with the HCA and facilitates team meetings.u0026nbsp; The WA Resource Call Support Team Lead may also answer the support phone line and u0026nbsp;connect with callers to u0026ldquo;Washington Listensu0026rdquo; and provide resources from the u0026ldquo;Washington Listensu0026rdquo; databases to assist the caller with making needed connections, as well as provide community outreach to promote the u0026ldquo;Washington Listensu0026rdquo; support line and database with local groups that provide community support. u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eu003cspanu003eESSENTIAL FUNCTIONSu003c/spanu003eu003c/strongu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eDemonstrate the Telecare mission, purpose, values and beliefs in everyday language and contact with the internal and external stakeholdersu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eResponsible for the hiring and staffing of the WA Resource Call Support Specialistsu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eResponsible for the coaching, review and discipline of WA Resource Call Support Specialistsu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eAvailable to provide guidance and coaching for all operating shiftsu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eCompletes routine daily check in meetings with staff and provides weekly coaching u003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eEnsures services are being tracked and provides follow-up if any issues need to be resolved. u003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eEnsures staff are following guidelinesu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eProvides support to staff as neededu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eProvides guidance to staff using content from training materials and culture policies and procedures after listening to calls or de-briefing callsu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eFacilitates monthly team meetingsu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eProvides additional training and support for new staff based on the phone line training materials, policies and proceduresu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eResponsible for quality assurance review of call logs for completion, accuracy and weekly submissionu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eCompletes weekly check-ins with HCA as requiredu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eMay answers phone calls on the u0026ldquo;Washington Listensu0026rdquo; support line and use the provided u0026ldquo;Washington Listensu0026rdquo; web-based databases to connect callers with resources neededu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eProvides collective reports from the weekly staff log recapsu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eVerify that weekly staff logs match service trackingu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eCollaborates with team and Communications Department to create co-branded materials for community outreachu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eProvides community outreach to promote the u0026ldquo;Washington Listensu0026rdquo;u003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eMay drive to locations to provide community outreach as neededu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eWA 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. u003c/spanu003eu003c/pu003enu003cpu003eu003cspanu003eDuties and responsibilities may be added, deleted and/or changed at the discretion of management.u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eu003cspanu003eQUALIFICATIONSu003c/spanu003eu003c/strongu003eu003c/pu003enu003cpu003eu003cstrongu003eu003cspanu003eRequired: u003c/spanu003eu003c/strongu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eBacheloru0026rsquo;s degree u003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eOne (1) year of supervisory experienceu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eStrong interpersonal skills, listening skills and phone etiquetteu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eExcellent verbal and written communication skills in Englishu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eProficiency in web-based software and general computer skills u003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eMust be at least 18 years of ageu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eAll 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. If the 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 applyu003c/spanu003eu003cspanu003eu0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eu003cspanu003ePreferred:u003c/spanu003eu003c/strongu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eExperience in behavioral healthu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eBi-lingual in one of the languages in the service regionu003c/spanu003eu003c/pu003enu003cp style=u0022margin-left: 27.0pt;u0022u003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eExperience with providing customer service resource via phoneu003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eu003cspanu003eSKILLSu003c/spanu003eu003c/strongu003eu003c/pu003enu003cpu003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eExcellent interpersonal skills and phone etiquette u003c/spanu003eu003c/pu003enu003cpu003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eExcellent written and verbal communication skills u003c/spanu003eu003c/pu003enu003cpu003eu003cspanu003eu0026middot;u003cspanu003eu0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp;u0026nbsp; u003c/spanu003eu003c/spanu003eu003cspanu003eProficiency with web-based software and use of internetu003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eu003cspanu003ePHYSICAL DEMANDSu003c/spanu003eu003c/strongu003eu003c/pu003enu003cpu003eu003cspanu003eThe physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job. u003c/spanu003eu003c/pu003enu003cpu003eu003cspanu003eThe 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 u0026amp; Infectious). Visual requirements include computers and books exposure. u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eu003cspanu003eEOE AA M/F/V/Disabilityu003c/spanu003eu003c/strongu003eu003c/pu003e,EqualOpportunityEmployerDescription:Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities,PayTransparencyPolicyStatement: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),MatchScore:1.0,HasApplied:false,ApplicationJobBoardName:null,ApplicationJobBoardId:null,DateApplied:null,Salaried:true,CompensationAmount:null,PublishingStatus:1,Links:[],BehaviorCriteria:[],MotivationCriteria:[],EducationCriteria:[{Required:true,Related:false,DegreeId:d5043012-4bbf-4dc6-89f5-f3a0d5da42d6,DegreeName:Bachelors,MajorId:00000000-0000-0000-0000-000000000000,MajorName:null}],LicenseAndCertificationCriteria:[],SkillCriteria:[],WorkExperienceCriteria:[],JobBoardMemberships:[{JobBoardId:4f54269c-3a81-e250-e075-3a1a05307eef,PublishedInternal:true,PublishedExternal:false,ExternalPostedDate:null,InternalPostedDate:2021-07-22T01:28:07.811Z},{JobBoardId:2fcbb6f4-e717-17cb-9327-3dd87a55b08d,PublishedInternal:false,PublishedExternal:true,ExternalPostedDate:2021-07-22T01:28:07.811Z,InternalPostedDate:null}],AssessmentUri:null,AssessmentStatus:null,OpportunityIsClosed:false,TravelRequired:null,TravelDescription:null,SupervisorName:null,Assessments:[],ApplicationId:null,CompensationAnnualMinimum:null,CompensationAnnualMaximum:null,CompensationHourlyMinimum:null,CompensationHourlyMaximum:null,CompensationCurrency:null});

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