Provide phone based high quality confidential information, referral, and advocacy for health and social services. This involves identifying the callers' needs, developing a plan, connecting them to appropriate community resources, and following up with callers and community partners to ensure successful outcomes. Document unmet needs to assist in the identification of gap

Conducts all aspects of supervision to the supervisor teams and does so timely according to procedure. Ensures all floor procedures are accurate and up to date, and attends all internal meetings related to quality, policy, and compliance. Ensure that contractual metrics are met daily and coach to deficiencies. Fully understand each contract KPI's, daily and monthly monito

Law Enforcement Crisis Liaison Co locates in person at 911 dispatch centers. Provide in the moment training and coaching of 911 staff. Actively coordinates between police and CRN to assist community members. Actively fosters positive relationships and culture between CRN and first responders. Collaborates with Contact Center Leadership and 911 leadership to develop traini

Actively monitor the agent status system to help manage the work activity of the Contact Center agents; including incoming and outbound contacts, queues, delay times, and the status of agents to accept new contacts in a timely manner Provides back up support to Operations Support and Dispatch Specialist as needed Manage and handle incoming contacts from the Police, Fire,

Law Enforcement Crisis Liaison Co locates in person at 911 dispatch centers. Provide in the moment training and coaching of 911 staff. Actively coordinates between police and CRN to assist community members. Actively fosters positive relationships and culture between CRN and first responders. Collaborates with Contact Center Leadership and 911 leadership to develop traini

Conduct clinical oversight and administrative supervision as delegated by the Director of Clinical Services in our 24/7/365 Contact Center. Use appropriate methods and a flexible interpersonal style to help coach others provide timely guidance and feedback services. Assist in the development, review, and update of crisis services and clinical policies responsible for cris

The Manager, Law Enforcement Collaboration is responsible for overseeing all operational and relationship management aspects of the Law enforcement collaboration program under the direction of the Sr. Director, Contact Center Operations and Clinical Services. These duties include but are not limited to, supervision of staff, assisting with scheduling, quality assurance, p

With the support of the CRN Leadership, develop and deliver training and mentoring specific to their designated program Provide ongoing developmental support to new hires or employees identified to have training needs; this may include retraining in specific areas, modeling of desired skills, live and/or historic coaching, etc. When not mentoring or monitoring performance

Responds to incoming contacts and requests for crisis and healthcare services across all contracts within scope of employee work; completes outbound calls, emails, text, or chat to effectively coordinate care and resolve crisis situations; operates with accuracy, compassion, and efficiency. Demonstrates effective engagement skills; inspires hope and promotes recovery and

Promotes excellent customer experience with individuals and families 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. Serves as a role model and advocates for individuals in communicating their preferences and needs. Helps the caller

Provides support to internal and external customers to determine the areas of quality management focus. Conducts objective quality audits to verify adherence with company policies and procedures. Make recommendations for quality improvements and create training materials and operating manuals, as needed. Conducts monthly data validation process for external contractual de

Shares in the responsibilities of the tasks assigned to Helpdesk and Specialist team members Act as Subject Matter Expert and Tier 2 support for Help Desk Technicians & Help Desk Associate staff Perform full system imaging, reimaging, and deployment of assets Create, maintain and share technical documentation and Standard Operating Procedures (SOP) for use by Help Desk an

Provide initial response to all helpdesk tickets and ensures user experience as it relates to IT issues are resolved quickly and accurately. Documents and assigns daily work items and tasks in helpdesk ticketing system. Escalate issues to Manager and IT Specialists as necessary Prioritize support requests ensuring responsive ticket times, and reports metrics. Communicates

Respond to incoming contacts and requests for crisis and healthcare services across all contracts within scope of employee work; completes outbound calls, emails, text or chat to effectively coordinate care and resolve crisis situations; operate with accuracy, compassion, and efficiency. Demonstrate effective engagement skills; inspire hope and promote recovery and resili

Assists in the facilitation of training programs and initiatives, Training programs include but are not limited to Mental Health First Aid, SafeTALK and Solari department specific trainings to enhance employee abilities and skills set. In collaboration with subject matter experts, assists with the rollout of developed content including Solari procedures and help guides. I