Customer Service Representative

Job TitleEssential Duties and Responsibilities:Use a variety of psychiatric rehabilitation techniques to assist individuals develop skills in:Improve daily living skills (hygiene, meal preparation, medication adherence)Self-monitoring of symptoms, side effects, and medication adherenceEmotional regulation skillsCrisis coping skillsDeveloping and enhancing interpersonal skillsAssistance in accessing and utilizing community resourcesNon-clinical but therapeutic behavioral intervention, support and skills trainingCan include teaching and modeling such skills as the following:Routine household care and maintenanceActivities of daily living, including personal hygiene, shopping, money management, medication management, socialization, relationship building, participation in community activities and goal attainment.Qualifications:Must be 18 years old or older, have a high school diploma, a general equivalency diploma (GED), or qualifying documentation from a comparable educational entity. Must have (1) year of full-time experience working with individuals who receive treatment for a mental health disorder, or co-occurring disorder defined as substance use disorder, intellectual disability, or a physical health disorder or condition. Must successfully complete within six (6) months of hire a DBHDID approved training program. Must complete and maintain documentation of a minimum of (6) six hours of training or continuing education yearly in the areas of principles of recovery and resilience, principles of psychiatric rehabilitation, effective listening and communication skills, diagnosis and medication management, management of mental health disorders or co-occurring disorders and crisis coping skills.Hours:Monday through Friday 8:00 a.m. through 4:30 p.m. Other times may be required with the job or adjusted by your supervisor.Required Job Skills:Oral and Written Communication SkillsInterpersonal skillsAbility to exercise good judgment, tact, diplomacy and compassion when problem solving, handling conflict or in a crisis situationAbility to complete record keeping in a timely fashionAbility to get along with diverse personalities and maintain effective working relationshipsAbility to work well with people of all races, backgrounds and needsKnowledgeable of Behavioral Health concepts and how to incorporate concepts into practical application including Recovery Concepts for persons with severe mental illnesses or co-occurring mental illness and substance use disordersAdditional Responsibilities:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable the individual with disabilities to perform the essential functions.Physically able to reach, push, pull, stoop, bend, stand, walk and lift up to 20 poundsPossess a valid Driver's License, maintain a safe driving record, and maintain the required minimum vehicle insurance amount for the State of Kentucky, if required for job performanceWork Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations must be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee, out of necessity, may have to work in outside weather conditions, may be off-site from normal office location or placed at a Residential Program.The noise level in the work environment is mild to moderate.Environmental Data and Job Hazards:Hours of work are structured 7.5 or 8.0 hour blocks of time but may be subject to irregular and/or flexible hours based on needs or demandsPosition may require duties to include routine or reasonable anticipated tasks or procedures where there is a degree of actual or potential exposure to blood or other infectious materialsAll staff are required to participate in yearly trainings regarding infection control and safety in the environment including hazardous waste and blood borne pathogensAll new staff must attend training regarding handling physical, verbal threats, acts of violence or other escalating and potentially dangerous situations including when police need to be summoned.All staff must be certified in Cardiopulmonary Resuscitation within one month of employment and maintain the certification.Required Job Performance:Provide an average of 50% direct billable time per month as established by the Agency.Successful Performance Evaluation rating of 3 or above. (See attached Performance Outcome Evaluation). A Performance Improvement Plan will be initiated on all scores below a 3 rating. An employee will be terminated if the Performance Improvement Plan is viewed as unsuccessful after 2 attempts.Submit to and pass a criminal background check and a drug screening test.