Constituent Services Program Specialist

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

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.

• Maintain confidentiality regarding all issues handled by the OCS.
• 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.
• 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.
• 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.
• Prepare and maintain all OCS process flows and instruction sheets, the OCS resources/responses OneNote database, and other documents as needed.
• Review and respond to complaints of consumer rights violations - per DMH Department Operating Regulations (DOR), state statutes, 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.
• 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.
• Other related duties as assigned.

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.

Applicants must be well-organized, able to multi-task and successfully manage work priorities, be proficient in the use of MS Office Outlook, Excel, Word and PowerPoint, as well as possess professional writing and communication skills.

• 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 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.

he 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 .

Human Resources: hrmail@dmh.mo.gov

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• State of Missouri

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