The Harris Center for Mental Health and IDD ("The HARRIS CENTER") is looking for a Access Line Specialist, Bilingual to join our team. The Harris Center ACCESS Line is often the first contact and representation of The Harris Center by phone to the public, consumers and providers. We answer calls relating to the administration of our services; provide information about our services; triage for crisis; and provide community referrals when appropriate. We support other telephonic outreach within the mission of the Agency. Specific training is provided on customer service, basic crisis triage, and specifics about The Harris Center programs and services. Access Line is considered an essential Agency program and will remain open during Agency closures due to holidays or disasters.

Your role in action:

• Be ready and available to take calls during an assigned shift.
• Is able to offer good contact to the caller by making an effort to build connection, build rapport, and be empathetic.
• Utilizes active listening skills.
• Offers thorough and appropriate use and explanation of resources & referrals based on the caller's needs.
• Complies with organizational/departmental policies - Follow-ups, Notifications, etc.
• Completes any necessary documentation accurately and in a timely fashion.
• Attendance - Follows ACCESS Line policies and procedures regarding scheduled time off, call-ins and other attendance issues.
• Punctuality - Follows ACCESS Line policies and procedures regarding arriving to work on time and leaving work on time.
• Teamwork - The ability to promote positive work relationships with area staff, team members, and supervisors. The degree of problem solving, communication, listening, cooperation, and productivity demonstrated while working with others to successfully meet goals.

What qualifications you will need:

Education:

• High School Diploma or General Education diploma.
• Bachelor's degree or 2 years telephonic customer service experience.

Experience:

• Customer service experience, preferably phone related customer service background.

Other Key Qualifications :

• Bilingual Spanish.

Knowledge, Skills and Abilities:

• A training curriculum is provided for successful applicants and includes training in Customer Service, Listening Skills, Call Management skills, Mental Health Issues, Intellectual Developmental Disability Issues, The Harris Center Services and Programs, and Finding Community Resources.
• Critical Thinking and Problem Solving Skills
• Listening Skills
• Data Entry Skills
• Ability to navigate several computer systems simultaneously.

What we have to offer:

The Harris Center not only offers a competitive salary but also a suite of excellent benefits designed to enrich your life both professionally and personally. Imagine a future with a robust retirement plan complemented by our generous company matching - a testament to our investment in your long-term financial well-being. Experience the unique advantage of our prior service credit, accelerating your journey towards a more substantial Paid Time Off accrual, empowering you to enjoy well-deserved breaks.

Enjoy Cell Phone Discounts, exclusive entertainment deals through Tickets at Work, and a free Headspace subscription for mental wellness. Additionally, our Employee Assistance Program supports your overall well-being.

Take advantage of significant financial relief through student loan forgiveness as a valued member of The Harris Center team. As a qualifying entity, our employees are eligible for various student loan forgiveness programs, designed to alleviate the financial burdens associated with higher education.

What else you should know:

• This posting is associated with position #3387.
• This position will be under the general direction of the practice manager or designated supervisor.
• May be necessary to travel to or transport consumers to homes or other field locations when providing services.
• May be exposed to unfavorable conditions.
• Interacts with individuals who may be emotional or physically hostile, agitated or uncooperative

About us:

The HARRIS CENTER is the state-designated Local Mental Health Authority and Local Intellectual and Developmental Disability (IDD) Authority serving Harris County, Texas. As the largest behavioral and developmental disability care center in Texas, The Harris Center provided care to over 96,000 people in fiscal year 2023!

As part of its mission to transform the lives of people with behavioral health and IDD needs in the third largest county in the United States, The HARRIS CENTER provides a full continuum of services at 86 different sites across Harris County. In addition, services are provided in more than 40 different languages as well as sign language to better serve what is one of the most diverse and multi-cultural communities in the nation.

By utilizing the unique expertise of its more than 2,500 employees, The Harris Center is committed to meeting the behavioral health and IDD needs of Harris County residents and giving them hope to live to their fullest potential.