*Position: *Help-Line Team Member 

*Req.#: *24-80

*FTE: *FT, Non-Exempt

*Unit: *UAW

*Department/Location: * Access Services Center 

*Wage: *$17.24 hourly, which equals to $35,862.72 annual salary. Comprehensive benefits package

*Help-Line Team Member *

Network180 employees make a difference in people's lives every day, making our community a better place to live. We are the behavioral health organization responsible for the delivery of mental health, substance abuse treatment coordination, and developmental disabilities services for Kent County. We need individuals who are passionate about making a difference by helping others. 

We are seeking a *Help-Line Team Member *to provide telephone crisis de-escalation/interventions and direct calls for community partners and individuals seeking help.

The Network180 Access Center is the first step in receiving help. Our Access Center operates 24/7 including holidays for Crisis Services. When someone contacts Network 180, their first contact is the Access Line. You will assist with ensuring the caller is directed to the right department within network180 or the community.  We are available 24/7 to respond to calls for information, services, or crisis-related needs. You will be trained in active listening and crisis de-escalation. You also will provide community resources, empathic listening, or connect callers to our Clinical Team.

*This is a full-time position scheduled to work Wednesday, Friday and Saturday to Friday from 8pm to 8am. Including some holidays. *The employee hired for this position will work on-site at our 790 Fuller Ave. NE, Grand Rapids, MI location.

Job interviews are being conducted via the internet or in-person.

*MINIMUM QUALIFICATIONS: *

• High school diploma or equivalent
• One year experience in a call center and/or customer service-related position
• Demonstrated proficiency in multitasking; defined by speaking on the phone, utilizing multiple computer applications, researching, and typing at the same time.
• Proficient computer skills including Microsoft products such as Word, Teams, and Outlook
• Experience with identifying and de-escalating customer issues with empathy and respect.
• Excellent communication skills, both verbal and written; including ability to communicate clearly and concisely in stressful situations. 
• Ability to effectively problem solve and resolve conflict.
• Ability to handle volatile, triggering and emotional situations calmly and rationally when the situation presents.
• Ability to work effectively in a multicultural environment and skills and capabilities of bridging language/cultural barriers to Network180 services within diverse communities.

• Ability to adapt to change in product, processes, and last-minute updates with ease.

   

PREFERRED QUALIFICATIONS:

• Experience in a social services not-for-profit agency preferred.
• One year of experience working in a behavioral health field with ability to demonstrate crisis intervention skills.

• Lived experiences with mental illness/developmental disabilities/substance use disorders valued.

   

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed on the job description are representative of the knowledge, skill, and/or ability required. 

For a detailed job description and responsibilities please see the pdf document attached to this posting. Applications are accepted until the position is filled. Network