EAP Intake Resource Specialist

Title: Intake & Resource Specialist

Dept: Employee Assistance Program

Reports to: Triage Operations Manager

Wage: $30.42 - $36.00 per hour* (see Pay Premiums for details)

Type: Full-time/40 hours per week

Location: Seattle, WA; hybrid-optional (WA residency required)

Note: Hybrid-optional positions can be performed by combining telecommuting with on-site work. If choosing to work remotely, a private workspace & reliable internet are required.

To Apply:

To apply, go to: https://wellspringfs.org/about/careers and click on “Career Center”.

Who We Are:

Our Vision: A community in which every child has a safe and stable home.

Our Purpose: To prevent and address homelessness by connecting families and individuals in crisis to the support and resources they need to regain stability.

For over 130 years, Wellspring Family Services has worked to end family homelessness by helping families and employees in crisis to access the services they need to regain stability. Wellspring is a non-profit, multi-service agency serving communities throughout King County.

Wellspring has four primary programs. The Housing Services division provides eviction prevention and rehousing services to vulnerable populations. The Early Learning Center delivers trauma-informed early childhood education to children, ages 1 to 5, who have experienced homelessness. The Family Store supplies clothing, toiletries, toys, diapers, and baby equipment to low-income families so they can better afford rent and other basic needs. Our Employee Assistance Program connects employees with the resources they need to address crises, retain housing, and remain employed.

Wellspring Family Services is committed to a diverse and accessible workplace. Everyone is welcome. We strongly encourage applicants from under-represented communities, including BIPOC, non-conforming gender identities & sexual orientation, people with lived experience of homelessness, veterans, immigrants, and people with disabilities.

All applications are reviewed by a real person. To request disability accommodation in the application or interview process, please contact HR@wellspringfs[dot]org.

About our Employee Assistance Program:

Wellspring Employee Assistance Program (EAP) is a social enterprise of Wellspring Family Services. Employees routinely face personal crises that affect their professional lives. Wellspring’s Employee Assistance Program is here to help. We connect employees with mental health services, childcare resources, legal help, financial counseling, elder-care services, and an array of other services that help them address crises quickly. For over 39 years, Wellspring EAP has been serving organizations by providing high touch, innovative services and solutions that support personal, team, and workplace wellbeing.

Position Purpose:

The Intake & Resource Specialist (IRS) conducts initial intake interviews for clients of the Wellspring Employee Assistance Program by collecting and evaluating client needs in telephone interviews to determine appropriate interventions, including deescalating clients in crisis, and referring clients to providers for ongoing therapeutic support.

Essential Functions:

• Receives calls on a high-volume intake phone line, quickly ascertaining clinical and other needs for clients from diverse backgrounds. Assesses risk of harm. Provides emotional support to callers while being attentive to crisis and suicide intervention strategies.
• Provides appropriate intervention by providing in the moment support or connecting client with the Client Support Counselor. Collects information needed for referral for ongoing care to licensed mental health professionals or other supports as needed.
• Research mental health providers for client referrals and makes recommendations based on a disciplined selection process; shares information with the client and records the information shared.
• Contacts existing providers to update information concerning specialty areas, availability, status on health plans and other relevant information necessary to secure appropriate referrals for clients.
• Receives call on the provider phone line; assists providers seeking support and addresses concerns or refers to appropriate resource.
• Collects demographics and non-clinical client needs via telephone, text, web requests, and determines appropriate follow-up steps.
• Complete outbound calls to clients seeking services and refers non-clinical requests to appropriate vendor/resource.
• Keeps all client company information and records confidential including proprietary information regarding the company and its employees.
• Triages billing related concerns to flag for follow-up by billing team.
• Provide support to other EAP staff as needed.
• Additional duties as assigned, flexibility adjusting priorities based on team and client needs.
• Support and act in a manner consistent with Wellspring’s values.

Requirements:

• Bachelor’s degree in psychology, social work, or other human services field.
• One year of experience working in a clinical position involving client/patient intakes, referrals, or crisis response or one year experience working in EAP setting.
• Successful completion of required training within 90 days.
• Ability to develop and maintain effective working relationships and work as part of a team.
• Ability to work effectively in a stressful environment.
• Ability to work independently.
• Possesses strong working knowledge of mental and/or behavioral health.
• Past work experience in clerical and/or customer service position is preferred.
• Strong data entry skills and multi-tasking skills to complete phone intakes.
• Proficient in Microsoft 365 products, including Word, Excel, and Outlook.
• Excellent verbal and written communication skills.
• Strong organization skills with a high attention to detail and accuracy.
• Ability to be flexible and adaptable to changing environments and priorities.
• Commitment to the mission that shows through a strong work ethic and the ability to complete tasks within the agreed timeframes or communicate and address roadblocks quickly and effectively.
• Knowledge of general HIPAA security and privacy rules and policies and/or the ability to become proficient and diligently apply them.
• Highly developed cultural competency and awareness; practices appropriate, relevant, and sensitive strategies for working with a culturally diverse population.

Physical and Mental Requirements:

• Washington State resident at start date
• If employee chooses to work remotely, this position requires a private workspace with reliable internet.
• Regular and predictable attendance.
• The ability to understand, express and exchange complex ideas in a fast-paced environment.
• The ability to communicate detailed or important information to clients and/or co-workers through written documents and emails and through verbal means over the telephone, using virtual meeting platforms, and in person.
• The ability to use a computer for long periods of time. Adaptive accommodations may be available as needed.
• A moderate amount of moving around in a standard office environment may be needed.

Please note that employees should expect to perform some tasks that are outside the scope of the job description.

Employee Benefits:

Choice of 3 Medical Plans • 30 days paid time off per year, plus 10 paid employee holidays • Dental • Life • Long-Term Disability • 403b Retirement Plan • Flexible Spending Accounts • Health Savings Account • Employee Assistance Program • Counseling Session Reimbursement • Diversity, Equity & Inclusion (DEI) Training

As a 501(c)(3) nonprofit organization, Wellspring employees may use their time with us toward their participation in the Public Service Loan Forgiveness Program (PSLF).

Intake Resource Specialist

Pay Premiums

Standard Hourly starting wage: $30.62

The successful candidate must demonstrate to Wellspring’s satisfaction that they meet one or more of the preferred qualifications before a premium can be added to the standard salary. Final salary is defined by Wellspring based on verifiable information and documentation provided by the candidate during the recruitment process.

Wellspring does not engage in wage negotiation as it contributes to pay inequality.

Education Premium

Certification Premiums