Family and Consumer Assistance - Grievance Specialist

Does the idea of arranging technical assistance or conducting investigations to ensure individuals and families are offered just and fair mental health services sound interesting?

Turn this interest into a career as a Family and Consumer Assistance Specialist for the Mental Health Association of Alameda County.

The Mental Health Association of Alameda County (MHAAC) is a well-established non-profit organization with long term staff that assists and advocates for people with mental illness and their family members through programs including the Family Education Resource Center, the Family Partnership Program, and the Patients' Rights Advocacy Program. Together, these programs assist thousands of people with serious mental illness and their family members every year. We envision a world without stigma where people with mental health challenges and their family members are free to live their best lives. MHAAC's current budget is around $5 million.

We offer:

• Competitive salary
• Eligible for first pay increase after successful completion of 3-month introductory period
• Some positions eligible for Bilingual Pay Differential for fluency in an Alameda County threshold language
• 100% paid medical and dental coverage for the employee
• 401k retirement plan
• Generous time off benefits: 14 paid Holidays, including the week between Christmas and New Years
• Vacation leave 2 weeks per year, increases to 4 weeks by year four of employment
• Paid lunch break
• Mileage reimbursement for work travel
• Paid volunteer time-off
• Tuition reimbursement
• On-the-job training

The Patients' Rights Advocacy Program of Alameda County (PRA) works to ensure that people with mental illness receive quality treatment from facilities and providers of mental health treatment and in compliance with the codes and regulations governing their treatment.

The Consumer and Family Assistance Specialist (CFAS) receives communications from consumers of mental health services and/or family members, or other concerned individuals (e.g. social workers, etc.) who have grievances regarding their mental health or substance abuse treatment provided via Alameda County Behavioral Health Care (ACBH). This position is a great opportunity to use your mediation skills and gather information from consumers and providers to reach an amicable resolution with both parties if possible.

Typical Duties and Responsibilities

The CFAS excels at customer service and responds promptly to all communications into the Consumer and Family Assistance Hotline. The Specialist explains the grievance process to all parties and provides information and referrals to callers for whom a grievance is not needed or desired. The CFAS gathers facts; interviews relevant parties; and identifies relevant policies and procedures to formulate a response to the complaint. In some cases, the CFAS may need to provide mediation services to resolve the complaint. The CFAS maintains meticulous documentation of their service referrals, mediation, and investigation activities - including the referral of high-profile cases to the Lead Consumer Assistance Specialist, Assistant Program Director, and Program Director. The Specialist drafts a closure letter and completes the grievance process within established deadlines.

• Accurately explains grievance process to all parties
• Refers all clinical grievances to ACBH Clinical Review Specialist
• Provides information and referral to calls for whom a grievance is not needed or desired
• Provides mediation when appropriate
• Resolves complaints within timelines per policy
• Completes all required documentation inclusive of Grievance Call Form, Grievance Call Log, and Closure Letter

Required Qualifications

• High School Diploma or GED
• Minimum 6 months customer service experience - providing information and referrals
• Excellent verbal and written communication skills
• Ability to synthesize information and determine relevancy to the grievance
• Organizational skills
• Attention to detail
• Meticulous documentation
• Proficiency in Microsoft Office - Outlook (email) and Word (documents)
• Ability to multi-task and meet deadlines
• Ability to travel for investigations: Must have a valid California Drivers License, daily access to a working motor vehicle, maintain legally required auto liability insurance, and have an acceptable motor vehicle report as determined by MHAAC's insurance broker.
• Must be able to provide proof of full Covid-19 vaccination and Omicron-Eris specific booster shot
• Must successfully pass a fingerprint background check by CADOJ and the FBI

Preferred Qualifications

• Prior experience managing grievances/complaints
• Bilingual in one of Alameda County's threshold languages: Cantonese, Farsi, Mandarin, Spanish, Tagalog, Vietnamese
• Knowledge of laws governing mental health in California, especially those pertaining to Medi-Cal benefits
• Experience delivering services using video-based platforms such as Zoom
• Bachelors Degree

Hours of Work: 40 hours per week, M-F, 9 am - 5 pm

Location: 954 60th Street, Oakland, CA 94608. Position will require occasional travel by car to meetings within Alameda County

FSLA Status: Non-exempt

Salary: $24.04 per hour (approximately $50,000 annually)

The Mental Health Association of Alameda County is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

We are also committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful. If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us and describe the specific accommodation needed.