CAPS Assistant - Clerical/Admin $17.07 - $22.18

Job Description

Job Description

Description:

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.

Requirements:

Qualifications, Skills, and Conditions

Education and Relevant Experience (licenses, programs, or certificates):

• High School Diploma or equivalent required. Additional education or certifications in office management or another related field helpful.
• Training/experience in several computer software programs including Word, Excel, Publisher, and scheduling required.

Judgement and Independence of Action: Duties and responsibilities of the position are carried out according to straightforward and standardized policies, procedures, rules, etc. There is a need for the employee to exercise judgment, but others are available to assist and discretion is thereby limited. Work is closely monitored and regularly reviewed, often as part of a hierarchal process.

Internal and External Relations: Internal or external contacts are experienced in the position. Skill in exchanging meaningful service or statistical information through prescribed procedural systems is required.

Supervisory and Management Responsibility : None

Job Complexity: Position primarily involves the use of factual information and data that does not present significant variables or ambiguities. Redundant steps, methods and processes are typically well defined, choices involve a manageable set of options and information is readily available to ascertain correct approach. More complex situations can arise that require more complex thinking processes but these are limited by the scope of responsibilities.

Responsibility For the Rights of Others: Errors in the position could cause inconveniences or legalities that are more difficult to resolve at the basic service level, but would not have a long-term impact on rights. Effect of errors would impact a limited set of individuals or customers.

Technology Use: Job duties require the ability to use of computer software including Microsoft Suite applications such as word processing and spreadsheets as well as department-specific software or financial applications requiring a moderate level of training.

Impact on Programs, Services and Operations: The work product, though important to the organization, is directly tied to other work processes. Errors are detected or apparent in succeeding steps and thus can be detected and corrected at an early stage.

Documentation Concentration : The task detail regularly required of the position (i.e. working with figures, paperwork, fine motor skills)

Working Environment : Work is carried on in a normal office setting or with limited exposure to truly disagreeable working conditions. Some less than ideal situations might exist, including rude or disagreeable customers but the work environment is not unhealthy by generally accepted health standards. Any health-related or disagreeable conditions are manageable and can be tolerated without special accommodation. This level is also appropriate for the individual that must travel to other sites for administrative or clerical work. Points may be awarded based on a higher frequency of disagreeable factors in the work and the service environment more generally.

Specific Requirements :

• Must have a valid Michigan Driver’s License and a good driving record.
• Must be able to work a flexible schedule.