BH Information and Referral Navigator

Contact Center Information And Referral Navigator

The Contact Center Information and Referral Navigator is responsible for providing vital behavioral health service information to current and prospective clients by utilizing the Behavioral Health Contact Center software system to log information and make referrals for resident requests for services. Individuals in this position will positively represent the Department and County by providing a high level of customer service and professionalism through the use of individual skills and effective teamwork. This job requires the following documents to be obtained, reviewed as acceptable by the supervisor: PA Child Abuse, re-obtained every five years and a PA Criminal History and FBI Criminal History done every two years. Criminal background check is required.

Essential Duties

• Answers (and/or directs to appropriate programs and agencies) resident calls to by providing referrals for behavioral health services, and other general inquiries and complaints, with the objective of resolving situations in the most efficient manner possible.
• Creates a positive image of the Department and County by achieving and maintaining rapport with customers by providing a high level of customer service that translates into new trip reservations and/or customer satisfaction. As needed, asks questions to gain an understanding of customer needs.
• Provides suggestions and recommendations to supervisor or other Department management that highlight unmet customer needs.
• Operating applicable office equipment.
• Providing excellent customer service.
• Works within guidelines, policies and procedures as established by the I&R Manager and/or other Department leadership.
• Performs other duties as may be required or assigned.

Qualifications/Preferred Skills, Knowledge & Experience

• High school or GED equivalent, with at least 1 year customer service experience.
• Knowledge of basic call management systems and telecommunications equipment
• Ability to interface effectively with all levels of County management.
• Ability to maintain confidential information and handle confidential matters.
• Ability to present self in a professional manner and interact positively with internal and external parties.
• Ability to talk in clear speech and possess an excellent command of the English language, with the ability to decipher English spoken by a wide variety of cultures.
• Excellent verbal, written and interpersonal skills.
• Intermediate to Advanced skill in using personal computer and various software systems.
• Strong data entry skills.
• Efficient use of technology.
• Establish and maintain effective working relations with other Behavioral Health Contact Center employees and the public.
• Ability to work under pressure, addressing significant problems and tasks that arise simultaneously and/or unexpectedly.
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, and the public sufficient to exchange or convey information and to receive work direction.
• Ability to work independently or as part of a team to achieve objectives.
• Ability to maintain confidential information and handle confidential matters.
• Ability to work extended hours, as necessary.
Preferred Skills, Knowledge & Experience:
• Associate degree in any related field of study.
• Two (2) years or more full-time experience in customer service or call centers.
• Knowledge of applicable federal, state, and local laws, rules, and regulations including ADA
• Knowledge of Department of Human Services programs in Chester County.
• Accurate and detail-oriented, with excellent organizational skills and the ability to perform multiple tasks while priorities are under constant change.
• Strong customer service skills and experience.

Additional Information

Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy. Computer Skills Required: To perform this job successfully, an individual should have, at minimum:

• Intermediate Word skills
• Intermediate Excel skills
• Intermediate Outlook skills
• Basic PowerPoint skills
• Intermediate Internet skills

Physical Demands: While performing the duties of this position, an individual is frequently required to sit, and talk or hear. Occasionally, an individual will need to stand, walk, bend at the waist while working, and climb stairs. On rare occasions, the individual will need to reach or work with arms above shoulders, kneel, stoop, crouch or squat. The specific vision requirement listed for this position is: Close vision (clear vision at 20 inches or less)

Work Environment: Most duties are typically performed in an office environment, where the noise level is quiet to moderate. Duties may occasionally be performed at off-site locations and/or outdoors, which may necessitate dealing with excessive heat or cold and/or moderate to loud noise levels.