County of Alameda

DESCRIPTION

DEFINITION:

Under general direction, works in conjunction with the Quality Assurance Administrator in planning and implementing the Consumer Assistance Program under the auspices of the Behavioral Health Care Services Department’s Quality Management and Improvement Program; assists with the service delivery; coordinates the department’s grievance process; mediates disputes and/or resolves grievance at an informal level whenever possible; and do related work as required.

DISTINGUISHING FEATURES:

This is a paraprofessional class located in the Behavioral Health Care Services Department. The incumbent reports to the Quality Assurance Administrator and is responsible for analyzing, investigating and attempting to resolve grievances filed; participates in the development of the Quality Management and Improvement Program for the Behavioral Health Care Services; serves as a conduit to establish communication wherein individuals are able to make known their problems and/or grievances in order to ameliorate and promote action to ensure quality of services.

This class is distinguished from Psychiatric Social Worker I/II, Rehabilitation Counselor I/II and Marriage/Family Child Counselor I/II positions in that the incumbents usually perform tasks as professional staff with increased clinical knowledge and ability gained through experience, education and licensure.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Acts as liaison between consumers, their families and their significant others, and the service providers; investigates and evaluates grievances regarding service delivery in order to facilitate timely resolution at an informal level whenever possible.

2. Provides information about the department’s grievance process; participates in Continuous Quality Improvement efforts.

3. Assists the Quality Assurance Administrator in the development and implementation of the Consumer Assistance program activities and participates in the Quality Management and Improvement Program.

4. Assists to resolve consumer grievances, concerns and issues regarding access and satisfaction with services; secures confidential information needed to research grievances and reports findings to the Quality Assurance Committee.

5. Collaborates with other staff in resolving grievances and inquiries to ensure on-going effectiveness of the Consumer Assistance Program; provides reports to Quality Assurance Administrator on status of grievance process; assists consumers, their families and significant others in grievance/hearing proceedings.

6. Develops effective partnerships with consumer groups including advocacy, self-help and family alliances in the Alameda County system.

7. Serves as a resource for individuals gaining work experience in the Consumer Assistance Program and participates in orientation and instruction programs as assigned.

8. Acts as liaison/advocate between various groups serving mental health clients and their families in conjunction with case manager; directs consumers to appropriate resources and agencies.

9. Completes all required documentation to maximize program accountability and funding; maintains consistent practice and procedures, and complies with mandated guidelines.

10. Conducts site visits at County operated and contract provider sites to ensure compliance with department’s grievance protocol.

11. Maintains effective working relationships with clients, their families, and others contacted in the course of work.

12. Serves as a member of the Quality Assurance Committee; attends administrative meetings and performs related administrative duties as assigned.

MINIMUM QUALIFICATIONS

EITHER I

The equivalent of one year of full-time experience as a Mental Health Specialist II in the Alameda County classified service. (Non-classified includes District Attorney’s Office and the Hospital Authority.

OR II
Education:

Possession of an Associate in Arts degree from an accredited college in health services, social science, or a related field, such as psychology or counseling.

OR

Completion of two years of college or university credits with major course work in health services, social science or a related field, such as psychology or counseling (60 semester or 90 quarter units).

AND
Experience:

The equivalent of one year full-time experience working in a mental health program, community outreach program or medical setting performing duties such as interacting with clients, families, professional and medical staff in a health care delivery system; patient and family advocacy; obtaining personal history data, counseling, placement and referral.

License:

Possession of a valid California Motor Vehicle Operator’s license is desirable.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

Knowledge of:

• Procedures related to applicable health care laws and regulations.
• Various community resources available to meet the needs of mental heath consumers.
• Principles of peer and self-help counseling practices.
• Policies, procedures and systems related to behavioral health care services.
• Basic office procedures and practices.

Ability to:

• Utilize interpersonal skills and maintain effective working relationships with consumers and families, and with staff in the department, outside agencies and with the general public.
• Obtain, and present accurate information.
• Communicate clearly and effectively, both orally and in writing.
• Organize and prioritize work, and meet critical deadlines.
• Understand state, federal and local regulations.
• Exercise sound independent judgment within established policies and guidelines.
• Maintain accurate records and files.
• Input and access data via information systems and personal computers.

CLASS SPEC HISTORY

RT:pf
5/16/01
New spec: 6489.doc
Csc date: 6/6/01
RC:po Revised 12/19/2005
CSC Date: 1/4/2006

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Well-Being

• Medical – HMO & PPO Plans
• Dental – HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage for eligible employees) 
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Catastrophic Sick Leave
• Pet Insurance
• Commuter Benefits Program
• Guaranteed Ride Home
• Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
• Employee Discount Program (e.g. theme parks, cell phone, etc.)
• Child Care Resources
• 1^st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.