ESSENTIAL POSITION FUNCTIONS (listing Position Specific functions first):

• Field and respond appropriately to inquiries or requests for assistance from the general public and consumers.
• Assist consumers by connecting them with the appropriate resources to facilitate person-centered planning and assist with problems and issues.
• When informal resolution processes fail, will advise the consumer of the Grievance and Appeal Policy and will assist them with initiating a grievance or appeal.
• Collect and track satisfaction data.
• Conduct and track post-discharge surveys.
• Refer consumers to the Office of Recipient Rights as appropriate.
• Assure that all accommodations are available and provided according to regulations, submitting regular reports to NLCMHA and the PIHP.
• Provide education and training on grievance and appeals, and available dispute resolution options, including Administrative Hearing processes, mediation, along with requirements.
• Coordination of consumer satisfaction surveys.
• Assure the availability of interpreter services and toll-free numbers with adequate interpreter capability.
• Maintain a working knowledge of the service delivery system and familiarity with federal and other requirements associated with Customer Services and Grievance and Appeals.
• Coordinate and/or assist with consumer advisory and advocacy activities.
• Participate with committees, community, staff, and consumer groups as necessary.
• Maintain Quality Improvement, Compliance and Customer Service resources on the intranet.
• Coordinate appointments, meetings, conferences, and audits for the departments of Quality Improvement, Compliance and Customer Service.
• Provide clerical and administrative support as needed.
• Assist with the distribution of informational brochures and handouts, as well as content creation for lobby videos.
• Participate in the planning and implementation of recovery activities.

SUPPLEMENTARY FUNCTIONS:

• May represent NLCMHA on internal/external committees, work groups or activities to enhance organizational performance and development and quality of care, including Quality Improvement activities.
• May participate in consumer-focused activities and community education/community caregiver activities.
• May receive and assist in resolving complaints or inquiries related to services provided by NLCMHA

GENERAL PERFORMANCE RESPONSIBILITIES:

• Set priorities and make decisions, which reflect consistency with NLCMHA’s vision and mission statements, goals, values, policies and procedures.
• Provide services and conduct tasks in accordance with terms/conditions required by the funding source, i.e., Northern Michigan Regional Entity (NMRE Contract), Michigan Department of Health and Human Services (MDHHS) CMHSP Master Contract and with applicable laws and regulations.
• Participate in approved staff development activities, in-services and supervisory sessions.
• Maintain confidentiality and develop a trusting rapport with consumers, families/guardians, staff and the general public.
• Behave and communicate in a manner that promotes a positive work atmosphere.
• Perform duties in an accurate and timely manner.
• Maintain up-to-date documentation/records/reports as applicable for position performance accountability.
• Adjust work schedule, with supervisory approval, to meet consumer and/or NLCMHA’s needs.
• Maintain an awareness to provide a safe and healthy environment and will report all hazards and/or concerns.
• Accept other responsibilities and duties required by the supervisor, consistent with the accomplishment of NLCMHA’s goals and objectives and the functions of this position. Such responsibilities shall be incorporated into the job description if they involve a lengthy commitment of time or are ongoing.
• Advise supervisor if actual practice (activity) begins to deviate significantly from specified essential functions.