Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Additionally, Executive Response Specialist exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require a bachelor's degree. Typically reports to a supervisor or manager. The Executive Response Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Executive Response Specialist typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
POSITION TITLE: Bilingual Spanish/English Mobile Crisis Response Team Peer Support Specialist
POSITION TYPE: Full-time (40 hours); Non-exempt
PAY RANGE: $31.25 hourly
REPORTS TO: Marin Program Managers
HOURS & SHIFT OPTIONS:
Peer 2: Mid-Day Shift (with 1 weekend day shift)
BENEFITS:
ABOUT THE MENTAL HEALTH ASSOCIATION OF SAN FRANCISCO (MHASF)
MHASF is a mental health peer-run nonprofit located in downtown San Francisco and has been serving people and agencies across the Bay Area since 1947. As mental health consumers, we center the lived expertise of people with mental health challenges in our advocacy, education, and support programs. We believe that dignity and recovery in mental health are something everyone can experience. Our staff is dedicated to creating spaces for learning and healing around stigmatized and under-resourced areas in mental health-hoarding and cluttering behavior; post-hospitalization peer support; mental health and nutrition; peer mental health workforce development; and much more.
ABOUT THE MOBILE CRISIS RESPONSE TEAM
The purpose of the Mobile Crisis Response Team (MCRT) is to respond to mental health and substance abuse crises and psychiatric emergencies in the community throughout Marin County. MCRT works collaboratively with the residents of Marin County, community based behavioral health agencies, hospitals and local law enforcement agencies to increase the safety of individuals in a crisis. MCRT provides rapid crisis intervention in the field to address and de-escalate, as well as stabilize, an immediate crisis in the least restrictive environment possible.
OVERVIEW OF PROGRAM & POSITION
When you're experiencing a mental health crisis, the presence of someone who understands what you're going through can make all the difference. In partnership with Marin County's Behavioral Health & Recovery Services (BHRS), MHASF aims to make that difference for Marin County residents. We place Bilingual Spanish/English Peer Support Specialists (MCRT BPSS) with a multidisciplinary crisis team, based in Marin County to offer compassionate, culturally sensitive support and help build a sense of trust, safety, and possibility for people at their most vulnerable. The MCRT BPSS position incorporates peer input, expertise, knowledge, and lived and living experience (having experienced behavioral health/recovery directly) to:
The MCRT BPSS will provide these services in the following ways: education, information sharing, brokerage and linkage, individual rehabilitation, warm hand-offs, community engagement, and formal or informal presentations about MCRT services. The MCRT BPSS will also offer improvement recommendations and assist in the development of outreach & engagement materials. They will work collaboratively within a multi-disciplinary team of professionals including crisis specialists, mental health practitioners and other clinical staff, support services workers and internal and external BHRS stakeholders. The MCRT BPSS will regularly use Microsoft Office to send email correspondence to community members and stakeholders. This position requires administrative duties including but not limited to documenting communication with clients and family members in the Access Pre-Consumer log, tracking data, and compiling reports as needed.
RESPONSIBILITIES
Top Three Responsibilities
The MCRT BPSS will:
GENERAL RESPONSIBILITIES:
POSITION QUALIFICATIONS & SKILLS
SUCCESSFUL ATTITUES & WORK APPROACHES
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