Community Resource Specialist

NOTE: 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. 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. 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.