Quality Facilitator & Advocate in Denver, CO at Mental Health Center of Denver

Date Posted: 8/24/2018

Job Snapshot

Job Description

POSITION SUMMARY:   Engage the individuals and families we serve using strength-based and trauma-informed principles that invite sharing of diverse opinions and experiences.  Serve as lead of the Wellbeing Partnership Council, a collaboration between Mental Health Center of Denver and persons and families served, in developing and enacting quality initiatives that contribute to exceptional service experiences within the organization. Provide centralized access to a complaint resolution process that is fair and respectful; track, analyze, and report on these activities to inform organizational quality assurance and improvement interests.

SALARY RANGE: $46,500/yr. - $56,500.00/yr.

ESSENTIAL JOB FUNCTIONS:

  1. Receive and respond to complaints and grievances regarding services, and ensure they are directed through the expected resolution process in a timely manner.
  2. Employ the secure electronic database for tracking, analyzing, and reporting patterns and trends.  
  3. Conduct quality improvement activities with the people we serve, staff, and other related stakeholders in alignment with the organization Quality Improvement & Performance Improvement Plan. 
  4. Lead the Wellbeing Partnership Council – a persons and families served Advisory Council – to provide feedback and guidance around service satisfaction and experience initiatives. Recruit for diverse representation and full seats on the Council.
  5. Maintain pages on the organization’s Intranet (SharePoint) for centralized communication and document and resource libraries.
  6. Actively solicit satisfaction and experience feedback from individuals and family members receiving services.
  7. Educate staff, individuals, and family members on consumer rights and advocacy regulations and resources.
  8. Participate in the Trauma-Informed Committee, Zero Suicide Committee, and other groups as requested
  9. Provide support in Quality and Training team activities and projects as needed.
  10. Schedule will include work in various locations (not all will be home office-based), and flex scheduling to accommodate occasional evening hours for community events.
  11. Perform other duties as assigned.

Job Requirements

EDUCATION:   Minimum of Bachelor’s Degree in social work, counseling, psychology, human services, or related fields, with at least 2 years of experience in human services, clinical mental health care, human services, or similar field.

EXPERIENCE: Demonstrated interest and success in advocating for high-quality service experiences for individuals receiving behavioral health services, or other healthcare service recipients and their families. Customer service experience in some aspect of human services highly desired. Experience with meeting facilitation, project management, and report presentation preferred. Family member support and advocacy for behavioral health recovery is an asset.

SKILLS AND COMPETENCIES:

  • Excellent customer service, mediation and problem resolution skills.
  • Strong skills in verbal and written communication.
  • Ability to analyze information and recommend clinical process and service improvements.
  • Ability to work collaboratively with individuals, family members, and all levels of the organization to develop and implement solutions.
  • Strong presentation and training skills.
  • Ability to work with individuals from all walks of life.
  • Working knowledge of personal computer software, especially Microsoft Word, Excel, PowerPoint, and SharePoint.

SUPERVISORY RESPONSIBILITIES:     No direct supervisory responsibility for other employees.   Will lead or facilitate teams of individuals served and employees in projects; and lead the Wellbeing Partnership Council. 

TYPICAL PHYSICAL DEMANDS: Ability to sit, stand, bend and reach, operate standard office equipment such as phone, computer, facsimile, copier/printer/scanner, and other business machines.  Occasional lifting up to 40 lbs.

MACHINES AND EQUIPMENT TO BE USED:  Computers, copiers, telephone and a variety of other office/clerical equipment.

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