ADH SUICIDE PREVENTION CALL CENTER SPEC Date: Oct 1, 2024 Req ID: 42636 Location: Little Rock, AR, US, 72205 Category: AR DEPARTMENT OF HEALTH Anticipated Starting Salary: 45,009.95 Arkansas Department of Health 4815 W Markham Street Little Rock, AR 72205 Position Number: 22181830 County: Pulaski City: Little Rock Posting End Date: 10/14/24 Division of Health Protection – Injury and Violence Prevention – Suicide Prevention Call Center *CLASSIFIED AS A SAFETY SENSITIVE POSITION* Additional Preferences: This position will work in a twenty-four (24) hour communications center. Shift work, including holidays and weekends, is required at all times. The Supervisor has the right to change any or all shifts as needed to maintain coverage for the Suicide Prevention Call Center. Hiring Official: A. Costa Recruitment Contact: Sheila.Smith@arkansas.gov - 501-661-2268 The mission of the Department of Health is to protect and improve the health and well-being of all Arkansans. Position Information Class Code: L113C Grade: GS08 FLSA Status: E Salary Range: $45,010 - $71,792 Summary The ADH Suicide Prevention Call Center Specialist is responsible for accepting inbound calls from those that are in crisis and placing outbound follow up calls. This position responds to questions and concerns about resources available for each caller. This position is governed by state and federal laws and agency/institution policy. Functions Facilitates resolution of inbound caller inquiries for those in crisis. Makes outbound calls at necessitated to aid in effective follow up. Identifies needs and makes sound referrals to resources. Displays active listening and demonstrates compassion and empathy. Escalates high priority situations to appropriate staff members and/or entities. Maintains accurate record keeping utilizing assigned database. Utilizes communication scripts to accomplish job related tasks. Participates in educational seminars to improve performance. Follows required policies and guidelines and remains apprised of applicable changes. Responds expeditiously to queries. Performs other duties as assigned. Dimensions Shift work required. Call Center operations; 24/7, which includes holidays. Knowledge, Skills and Abilities Knowledge of effective forms of communications and customer services techniques. Ability to plan, organize, and oversee the work of subordinates. Ability to provide training and instruction. Knowledge of accepted record keeping practices. Knowledge of accurate reporting techniques. Knowledge of call center databases and appropriate use. Ability to exercise good judgement in evaluating situations and making decisions. Ability to communicate effectively in oral and written formats. Minimum Qualifications The formal education equivalent of a bachelor's degree in public administration, business, psychology or related field, plus one year of work-related experience. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB-RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATIONS OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE. Licenses The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law. Nearest Major Market:Little Rock