Constituent Services Coordinator (DO)

The Missouri Department of Mental Health (DMH), Office of Constituent Services (OCS), seeks a Constituent Services Coordinator. This position will be located at DMH Central Office at 1706 East Elm Street, Jefferson City, MO 65101.

This position is one of the primary points of contact for constituent and public inquiries and provides support to the Director of Constituent Services and OCS Program Specialist.

• Primary role for retrieval/transcription of OCS voicemail messages - returning calls and assisting callers with information and/or referrals.
• 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.
• Primary for OCS team on new Division of Developmental Disabilities CMS HCBS Access Rule (Grievance Process) system.
• Review and respond to complaints of consumer rights violations - per DMH Department Operating Regulations (DOR), state statutes (RSMo), and Code of State Regulations (CSR).
• 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.
• Ensure the timely processing (when appropriate) of OCS response to complaints, concerns, comments received from consumers and their family, advocates, providers, stakeholders, DMH staff, and other agencies.
• Confirmation that all applicable contacts and communications are entered into the DMH Customer Information Management, Outcomes, and Reporting (CIMOR) system.
• Perform data entry and maintain routine tracking spreadsheets and databases in an accurate and timely manner.
• Adhere to and maintain electronic filing systems.
• Maintain confidentiality regarding all issues handled by the OCS.
• Collaborate with fellow OCS Coordinator and Program Specialist to 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.
• Other related duties as assigned.

Required Skills:

• Applicants must be well-organized, and able to multi-task and successfully manage work priorities.
• Applicants must be skilled in the use of MS Office Outlook, Excel, Word and PowerPoint, comfortable working with various software programs, and possess professional writing and communication skills.
• Must have a clear working knowledge of computers and equipment necessary for standard office roles.
• 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/misuse of consumer funds or property.
• 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 become familiar with and convey resources available to constituents, including DMH providers, governmental programs, mental health and disability rights organizations.
• Ability to understand and communicate concepts of self-advocacy, recovery, and self-determination.

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.

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .

If you have questions about this position or require any accommodations to participate in the application or interview process, please contact HRMail@dmh.mo.gov .

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• State of Missouri

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