Position Open: Access Line Operator
The Access Line Operator, under the guidance of the Access Line Coordinator and the supervision of the CLEAR Program Manager, is responsible for answering the CLEAR Access, Information and Referral Line and finding services and supports for their unique needs in their community and to identify and record access issues (e.g. extensive waiting lists, transportation barriers, lack of specific services, etc.) to be referred to the managing entity. The Operator will support the Coordinator in ensuring that the information and referral line will return all calls within one business day.
The Operator will support the Coordinator in gathering resources for information & referral. The Operator will support the line by reaching out to communities that are not calling frequently. The Operator will maintain response times to the incoming calls and their outcomes, recording contact information for follow-up and keeping confidential information protected as required by HIPAA.
The Operator will submit monthly call logs detailing the number of calls, arrangements that were made to resolve issues, outcomes and access issues noted. The Operator must review phone calls and, with the support of the Coordinator and/or Program Manager, determine those which require immediate response based upon urgency and critical issue(s) identified. These critical calls must be forward to both the Managing Entity and the Department of Children and Families.
Primary Duties and Responsibilities
The Access Line Operator ensures the delivery of the Access Line services and its activities in accordance with the mission and the goals of the organization and its contract with the Florida Department of Children and Families. The Operator completes the appropriate paperwork and call documentation.
Certified Recovery Peer Specialist training or certification. Education or experience in a mental health related field is a plus but not required.
Knowledge, skills and abilities
Knowledge of family and consumer issues relating to mental illness
Excel at researching resources for information and referral
Related experience a plus
Proficiency in the use of computers