The Harris Center for Mental Health and IDD ("The HARRIS CENTER") is looking for a Client Intake Specialist, to join our team. The HelpLine is the first contact and representation of The Harris Center by phone to the public, consumers and providers. We answer all calls coming into our main phone numbers as well as calls from our partnership agencies. We help direct calls relating to the administration of our services; provide information about our services; conduct crisis intervention, suicide assessments and intervention; provide community referrals when appropriate; and give telephone support to callers. The Spanish Translator is responsible for connecting business and routine Spanish callers to their appropriate destinations M - F during the day as well as serving as a translator for QMHP staff for service/urgent/emergent Spanish speaking callers.

Your role in action:

• Responds to Spanish calls quickly and efficiently. (Customer Service)
• Greets callers appropriately, including being ready and available to take calls during an

assigned shift. (Customer Service/Professionalism)

• Able to offer good contact to the caller by making an effort to build connection, build

rapport, have good tone, and be empathetic. (Customer Service/Professionalism)

• Utilizes active listening skills and the crisis intervention model on all
• Routine/Urgent/Emergent calls. (Customer Service/Professionalism)
• Accurately and thoroughly translates assesses calls using the HelpLine risk assessment

tool. (Job Knowledge)

• Works collaboratively with the caller on their problem by not being directive and

providing an opportunity for the caller to explore and brainstorm options. (Customer

Service/Professionalism)

• Offers thorough and appropriate use and explanation of resources and referrals based

on the call type and risk assessment. (Job Knowledge)

• Offers and completes follow-ups as appropriate. (Policy Compliance)
• All appropriate calls should have a corresponding iCarol log. (Documentation)
• Completes logs fully as appropriate to the parameters surrounding that Call Type.

(Documentation)

• Routine/Urgent/Emergent calls notes should clearly explain the nature and outcome of

the call. (Documentation)

• Attendance - Follows HelpLine policies and procedures regarding vacation, sick time,

call-ins and other attendance issues. (Policy Compliance)

• Punctuality - Follows HelpLine policies and procedures regarding arriving to work on

time and leaving work on time. (Policy Compliance)

• 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. (Teamwork)

• Assists with additional projects during slower call demand times as requested by

Supervisors. (Teamwork)

• Projects are completed as assigned in a timely and accurate fashion. (Teamwork)

What qualifications you will need:

Education:

• A minimum of a high school diploma or GED.

Experience:

• Minimum of 2 years Customer Service experience, preferably in a call center environment.

Knowledge, Skills and Abilities:

• A training curriculum is provided for successful applicants and includes training in

customer service, crisis intervention theory, listening skills, MHMRA Services and

Programs, and Partnership Information.

• Ability to pass agency Spanish Translator Exam
• Critical Thinking and Problem Solving Skills
• Listening Skills
• Data Entry Skills
• Ability to navigate several computer

What we have to offer:

The HARRIS CENTER offers competitive salary, excellent benefits package, retirement plans with company matching, prior service credit towards generous PTO accrual, outstanding wellness programs and professional development.

Employees can also take advantage of business casual dress code, corporate discounts, and gym memberships. New hire referral bonus, discounts are also available on an optional basis. These include mobile phone service, fitness centers and other wellness amenities.

What else you should know:

This posting is associated with position #6357.

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 79,000 people in fiscal year 2019 and has an annual budget of over $275 million.

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 42 different languages as well as sign language in order 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 2,300 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.