Program Specialist Office Of Constituent Services

Program Specialist for Office of Constituent Services

The Missouri Department of Mental Health (DMH), Office of Constituent Services (OCS), seeks a Program Specialist. Interested candidates statewide are encouraged to apply.

Working hours: Monday through Friday; 8:00 a.m. – 5:00 p.m. Remote work options are available.

General Summary: This position provides support to the Director of Constituent Services and includes co-management of one full-time OCS Coordinator and one full-time OCS Lead Administrative Support staff.

Responsibilities:

• Review and respond to complaints of consumer rights violations - per DMH Department Operating Regulations (DOR), state statutes, and Code of State Regulations (CSR).
• Maintain confidentiality regarding all issues handled by the OCS.
• Primary backup to the OCS Lead Support Admin for processing of hotline reports involving DMH consumers, received from (a) the statewide Adult Abuse & Neglect Hotline and Hospital Standards team (DHSS - Dept. of Health and Senior Services) and/or (b) the Child Abuse & Neglect Hotline (DSS - Dept. of Social Services). This includes responding to inquiries from both hotline teams for confirmation of DMH consumers and DMH-contracted providers, as well as ensuring non-DMH reports are referred to the appropriate agency.
• Other related duties as assigned.
• Ensure the timely processing (when appropriate) of OCS response to complaints, concerns, comments received from consumers, their loved ones, advocates, providers, stakeholders, DMH staff, and other agencies.
• Interpret and explain state statutes (RSMo), code of state regulations (CSRs), department operating regulations (DORs), and program guidelines applicable to consumer rights and abuse/neglect/misuse of funds (ANM) of DMH consumers.
• Prepare and maintain all OCS process flows and instruction sheets, the OCS resources/responses OneNote database, and other documents as needed.
• Confirmation that all contacts and communications are entered into the DMH Customer Information Management, Outcomes, and Reporting (CIMOR) system.
• Primary backup to the OCS Coordinator for retrieval/transcription of OCS voicemail messages - returning calls and assisting callers with information and/or referrals.
• Collaborate with the OCS Coordinator to give and/or attend meetings, trainings and presentations relating to stakeholder groups, such as the DMH Developmental Disabilities Quality Assurance Council, the DMH Behavioral Health State Advisory Council, and the MO DD Council Victimization Task Force.

Required skills:

• Must have a clear working knowledge of computers and equipment necessary for remote work.
• Ability to learn, work within, and convey state and federal laws, department operating regulations, and code of state regulations; as they relate to DMH constituent rights and reports of suspected abuse/neglect.
• Ability to become familiar with and convey resources available to constituents, including DMH providers, governmental programs, mental health and disability rights organizations.
• Ability to handle difficult interactions with consumers and/or their guardians, advocates, family members, and others in a positive, calm and professional manner.
• Ability to understand and communicate concepts of self-advocacy, recovery, and self-determination.
• Applicants must be skilled in the use of MS Office Outlook, Excel, Word and PowerPoint, and possess professional writing and communication skills.
• Applicants must be well-organized, and able to multi-task and successfully manage work priorities.

Eligibility:

Four or more years of office or related clerical experience; and possession of a high school diploma or proof of high school equivalency.

OR

One or more years of experience as a Lead Administrative Support Assistant with the Missouri

Uniform Classification and Pay System; and possession of a high school diploma or proof of high school equivalency.

Working knowledge of or experience with mental health, substance use disorder, and/or developmental disabilities; DMH service providers; mental health organizations; governmental agencies; and governing documents (statutes, CSRs, etc.) is a plus.

Must have reliable high speed internet and a remote work location that provides privacy and security for DMH equipment, systems and consumer information.

Salary up to $45,635.04 annually, commensurate with education and experience.