Employment and Volunteers

Job Posting: Community Resource Specialist at MHA of Greater Houston (12:30pm – 8:30pm shift)

Overview

Care Connect Texas is a multi-tiered, statewide program that increases access to mental health services and supports through accessible online resources, live referrals, pro bono counseling, and navigation services. The Community Resource Specialist (CRS) will be a member of the helpline team and be responsible for providing thorough, high-quality, and helpful referrals, information, and/or intervention services to address the needs of Texas help seekers. The CRS also will be responsible for data tracking and entry and conducting follow-up calls to clients who have been assisted through the helpline.

Description of Position Duties and Responsibilities

Call Center

• Provide exceptional customer service and maintain an unbiased, non-judgmental attitude to handle routine calls and linking community members with appropriate services
• Utilize active listening skills to accurately assess customer’s needs and engage in collaborative problem solving to prioritize and develop an action plan
• Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the client’s needs
• Be able to engage with clientele who exhibit behaviors of stress and/or other mental health symptoms and support their needs through evidence-based accepted techniques and principles to establish rapport and express responsiveness
• Follow up on referral cases or other inquiries to ensure clients can access services; provide new referrals/problem-solve as necessary
• Perform data entry and retrieval functions in Salesforce database and other Customer Relationship Management systems, as necessary.
• Maintain good relationships with community contacts including referral sources, volunteers, and other community partners
• Follow all agency and program guidelines and trainings regarding client confidentiality
• Competent in crisis intervention skills, and obtain ongoing training as necessary to remain knowledgeable in crisis intervention practices
• Engage in organizational and program Continuous Quality Improvement efforts

Database Curation and Maintenance

• Establish contact with identified providers via e-mail, phone calls, and in-person visits to obtain and document detailed, accurate information about the programs and services they provide.
• Review and edit profile forms submitted by providers in compliance with an internal style guide, and review, edit, and proof information to ensure clarity, concision and accuracy.
• Consistently update records within the Salesforce database to ensure accuracy using a variety of methods, including search engines, social media, and direct provider contact; excellent editing skills required.
• Review and evaluate database records for adherence to the style guide and inclusion/exclusion criteria, completeness of data elements (including additions and updates), and overall accuracy.
• Organize, extract, and analyze information from the database for reporting purposes (e.g. community needs, agency referrals, metadata, mapping of services).
• Train and support staff from provider organizations to effectively submit new information and to update existing information on their agency profiles.

Experience/Qualifications

• Minimum of Bachelor’s degree, preferably in Social Work, Psychology, Sociology or a related field.
• A minimum of 2 years of relevant experience in community resource Information & Referral, case management and/or peer support
• Knowledge of mental health, substance use and other community resources highly preferred
• Must be bilingual in Spanish
• Lived experience with navigating mental illness or substance use service systems preferred
• Prior experience/familiarity with Salesforce and other Customer Relationship Management systems preferred

Skills and Knowledge

• Demonstrated motivation to help people, a non-judgmental attitude, excellent interpersonal skills, and an ability to empathize with individuals and families seeking supportive resources
• Relaxed and calm approach in managing calls from a wide range of customers, including community members and/or their family members experiencing challenging circumstances
• Competence in technology equipment, including proficient use of computer/laptop, call-center phones/receivers, and various software programs and database profiles
• Ability to work effectively under urgency and maintain productivity and composure when managing deadlines outlined by community members, organizational stakeholders or supervisor
• A passion for accuracy and “getting it right” a must
• Understanding and knowledge about the behavioral health delivery system
• Demonstrated ability of effective task management, including a high level of attention to detail, effective communication, and analytical and critical thinking.
• Strong time-management abilities and prioritization skills; experience and ability to support multiple administrative needs in a timely manner
• Superior written and verbal communication skills
• Capable of independently managing time and the tasks associated with a fast-paced environment
• Exceptional interpersonal and networking skills; ability to build trusted relationships and strong collaborations across the organization and externally
• Impeccable work ethic and professional judgment

Supervisory Relationship

This position reports to the Director of Care Connect

Travel

Travel is primarily local during the business day, less than 10% of time annually.

Hours per day or week

This position requires flexible hours. Work hours are Monday through Friday, 12:30 p.m. to 8:30 p.m.

Submit cover letter and resume to careers@mhahouston.org. Include “Community Resource Specialist” in Subject Line. 

Candidates are encouraged to visit our website at mhahouston.org to learn more about our organization.

MHA of Greater Houston is an equal opportunity employer celebrating diversity representing a variety of backgrounds, perspectives, and skills. We are committed to creating an equitable and inclusive environment for all employees. Employment is decided based on qualifications, merit, and business need.

A Volunteer Court Peer Mentor serves as a coach, a guide, a role model, and an advocate for the individuals in which he/she is working. A mentor encourages, guides and supports the mentee as they progress through the court process. Learn more about becoming a Volunteer Court Peer Mentor. This is not a paid position.

How to Apply: Contact Edward Howard at ehoward@mhahouston.org.