Position Overview: The Intervention Support Specialist will serve as the lead subject matter expert on intervention procedures and policies as well as spend a maximum of 80% of their time taking inbound phone calls. The Team Leader will be required to learn the hard and soft skills of the Interventionist. This role demands the individual to remain a consistent top performer along with providing leadership and accountability to the Treatment advocates. The Intervention Support Specialist monitors, assigns, and receives intervention related calls and provides second voices for the Intervention Support Advocates and Treatment Advocates. The Intervention Support Specialist oversees productivity and execution for their assigned shift. The Intervention Support Specialist is a developmental role in preparing for an Interventionist or Supervisory position and individuals in this role will participate in leadership development opportunities, workshops, and trainings to develop their intervention and leadership skills for advancement.

Specific Responsibilities:

• Function as subject matter expert for all Intervention related activities
• First line oversight of Intervention Support Advocates adherence and quality
• Work closely with RCA Interventionists and serve as liaison between Interventionists and Mission Center
• Evaluate patient’s mental and physical health, addiction, or problem behavior and assess their readiness for treatment
• Teach families about addiction or behavior disorders and help them develop strategies to cope with those problems
• Conduct Intervention Objects, warm transfers and facilitate family discussions
• Ensure RCA appropriateness for potential Intervention cases before sending to RCA Interventionists
• Attend Family Calls, Pre-Interventions and Interventions with RCA Interventionists
• Works with Treatment Advocates, Interventionists, Potential Patients and their families and helps Mission Center create, manage and close Intervention related cases
• First line point of contact for escalated calls
• Demonstrates leadership and provides guidance to Treatment Advocates

Education and Experience:

Required:

• Bachelor’s degree or 1 year minimum inbound Call Center experience
• 1 year supervisory experience in customer service, call center or related environment
• Demonstrated experience providing empathetic, compassionate and professional care for individuals and families in need
• Proficiency in Salesforce, Avatar, and Microsoft Office software
• Must be flexible to working extended hours including weekends

Preferred:

• Excellent verbal and written communication skills
• Excellent interpersonal skills with the ability to provide constructive feedback to both management and staff, Strong analytical, problem solving, decision-making and time management skills

Knowledge/Skills/Abilities:

• Excellent interpersonal skills with the ability to provide constructive feedback to both management and staff
• Strong analytical, problem solving, decision-making and time management skills
• Must be able to think of creative solutions quickly and guide families through crisis’
• Ability to inspire and support people
• Ability to plan well and prioritize work
• Ability to work independently and within a team
• Ability to work under pressure
• Ability to negotiate or overcome barriers
• Demonstrate an in depth knowledge of family systems and intervention related activities
• Proficient documentation skills
• Incredible listening skills
• Demonstrate the ability to understand and react effectively to the changing needs of families and clients
• Ability to multi-task and appropriately prioritize responsibilities in a fast-paced environment, with strong focus on attention to detail, and excellent communication skills
• Accurate and fast computer skills
• Ability to work weekends and evenings

Competencies:

• Customer Service: Demonstrates concern for meeting internal and external customers’ needs in a manager that provides satisfaction for the customer within the resources that can be made available.
• Impact and Influence: Works effectively with and through others including those whom there is no formal authority over.
• Project Management: Coordinates the diverse components of the project by balancing scope, time, cost, and quality.
• Communication: Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has excellent listening skills.

Work Environment: May work in a variety of environments including homes, professional offices, clinics, hospitals, or out-patient facilities. They spend much of their time on their feet, actively working with Treatment Advocates, Intervention Support Advocates, patients, families, referral sources, Business Development Officers, and other stakeholders.

Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

Travel: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.