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The Job/What You'll Do:
Provides friendly, empathetic, and supportive lifeline support for those who desire an authentic human connection. Connecting with callers through mutuality and inspiring hope. The Follow-Up Specialist I position assists individuals who have previously called the crisis line because they may be experiencing loneliness, isolation, fear, or lack of support and/or resources. The Follow-Up Specialist I offers support by providing check-ins, facilitating integrated care appointments and recommendations for local resources. Performs follow-up calls and excels at documentation of calls and knowledge of technology systems related to the position.
Schedule: Monday, Tuesday, Thursday, Friday 0800-1830
Responsibilities:
- Promotes excellent customer experience with individuals, families, and providers.
- Using their own personal experience, engages with individuals served to establish a collaborative relationship by conveying respect for the person, acceptance, and a non-judgmental attitude.
- Advocates for individuals in communicating their preferences and needs while coordinating outpatient appointments, obtaining services, or providing referrals for callers.
- Promotes a recovery-based approach to care that emphasizes hope, respect, self-direction, and empowerment.
- Must use concurrent documentation while interacting with callers.
- Provides information about community-based services for participant's unmet needs.
- Documents all lifeline interactions in the electronic health record.
- Demonstrates the ability to identify a crisis call and follows policies and procedures for connecting crisis callers to a crisis agent via a warm hand off.
- Operates within the scope of work for a behavioral health call center; demonstrates effort toward company wide and call center initiatives.
- Interacts with callers through follow-up tasks after crisis call center interaction.
- Obtains appropriate verbal consents for follow-up program.
- Follows guidelines, processes, polices, and procedures.
- Provides excellent customer service in all interactions.
- Uses person-centered, trauma informed, and culturally competent approach in all interactions.
- Coordinates care and collaborates effectively with community partners and stakeholders.
- Other duties as assigned
Knowledge, Skills, Abilities:
- Knowledge of principles of recovery and Oklahoma system principles.
- Exceptional interpersonal skills
- Accountable to individuals served.
- Demonstrated Peer Support skills
- Ability to act professionally and maintains appropriate boundaries with clients and staff.
- Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
- Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
- Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.
Education & Experience:
- 2 years of experience in field, Required or Preferred
- Certified Peer Recovery Specialist
- GED/High School Degree
- At least 21 years of age.
- Lived personal experience with recovery from a behavioral health issue.
- One year of office volunteer or work experience required.
- Six months experience working as a Peer Support Specialist for CRN or another agency required.
Working Conditions:
While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak.
Who We Are & What We Offer:
Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Denver. Our mission is to Inspire Hope through our talented and compassionate staff.
Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.
- Friendly work environment
- Generous paid time off (PTO)
- Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
- Competitive compensation
- Convenient office locations and Hybrid Schedule
- On-site fitness room free to all employees (Tempe Office)
- Basic Life Insurance
- Voluntary Life, Spouse, Child Insurance
- Critical Illness w/free dependents
- Critical Illness Spouse
- Short Term & Long Term Disability- Starts first of the month after 90 days of employment
- 401K & 401K Roth - Starts first of the month after 90 days of employment
- United Pet Care
- LifeLock for identity theft
- LYRA EAP Program- 25 free sessions for mental health per family member
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.
We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.
We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.