Classified Title: Employee Assistance Specialist 
Working Title: Employee Assistance Specialist ​​​​​
Role/Level/Range: ACRP/03/MB 
Starting Salary Range: $38,537 to $52,989 per year
Employee group: Full Time 
Schedule: M-F, 8:30 am-5 pm 
Exempt Status: Exempt ​​​​​​​ 
Location: 04-MD:School of Medicine Campus 
Department name: 10000098-Human Resources 
Personnel area: University Administration

General Description

Entry level clinical position working with clients over the phone and in-person, including urgent walk-ins, functioning as liaison between clients and the FASAP (Faculty & Staff Assistance Program)  Assistant Director and clinical team.  Provides intake-inquiry and triage, escalation or de-escalation as appropriate, and facilitates access to services.  Functions as triage point of contact for referrals from leadership including human resources, occupational health services, faculty, and staff.  Responds to concerns for an employee reported by coworkers, managers, or others, and to critical incidents impacting the JH community.  Maintains protocols and develops new procedures as necessary for intake and triage activities.

Position is backed-up by call center agents who elevate questions, urgencies, and callers of concern to Employee Assistance Specialist.  Clinical knowledge is required.   

Coordinates clinical operations for FASAP Assistant Director and clinical schedules for FASAP clinicians. Exercises independent judgment in implementation of triage protocol and resolution of administrative problems.  Performs administrative tasks of a clinical and non-clinical nature to support the FASAP Assistant Director.

Provides program support for the outreach and education functions of the program to the Assistant Director and the clinicians, related to workshop, webinar, and special events development, marketing, and implementation.  Serves as a key point of contact for stakeholder relations, responsible for on-going communication with various offices within the entities FASAP serves.

This position reports directly to the FASAP Assistant Director and works closely with the FASAP clinical team.

Essential Job Functions:

Clinical Support:

• Coordinates clinical operations for FASAP Assistant Director and clinical schedules for FASAP clinicians.  Manages access to clinical services by using and maintaining a clinical scheduling system, resolving scheduling conflicts, wait lists, and cancellations. Schedules intake and follow-up appointments on behalf of clinicians as needed. Coordinates facilities and clinicians’ schedules to accommodate client appointments at all locations.
• Completes telephonic demographic intake and enters necessary data when scheduling clients for appointments; assesses level of urgency and exercises sound judgment to appropriately expedite or triage clients to clinical staff.  Manages urgent and emergent requests for appointments and triages high-risk callers to on-call clinical team. Briefs clinicians regarding concerning or complex client needs.  
• Functions as triage point of contact for mandated appointments from occupational health services.  These referrals require careful, compassionate handling, expediency, and great attention to detail. 
• Resolves client administrative problems or refers to appropriate resources.  Intervenes, as necessary, on issues relating to client complaints, referral providers' concerns, records requests, and operational issues, and takes measures to correct situation or ensures appropriate personnel are involved.
• Provides direct administrative support of clinical and non-clinical staff, including regular communication with faculty, staff, and leadership regarding meetings and presentations, overseeing the FASAP Assistant Director’s calendar, and maintaining the FASAP calendar and inbox.
• Monitors and reports on operations metrics for Assistant Director.  Alerts to increased or unexpected demand and supports team with developing alternative service delivery methods.
• Maintains vendor relationship with third-party clinical answering service as needed, following up with urgent concerns and ensuring appropriate support and follow through has been provided.
• Attends and takes minutes at FASAP team meetings.

Program Support:

• Creates and updates FASAP resources, guides, policies, and procedures. Monitors for trends and researches current topics in mental health to advise on and develop workshop materials and presentations as well as new ideas for FASAP programming and services.  Manages presentation library ensuring branding, content, and format are accurate, consistent, and updated. Designs and updates FASAP marketing materials. Prepares materials for presentations and assists with presentation of workshops.
• Assists with promotion of FASAP services including via e-mail communications with leadership or special groups and in person at tablings or other presentations.
• In coordination with the Assistant Director, supports the on-boarding of new client groups, including written and verbal communication with key leaders and their staff, development of operating procedures specific to that entity’s needs, creation and procurement of necessary materials and supplies, and on-site support for meetings, orientations, and workshops related to this effort, as needed.
• Functions as the primary point of contact for scheduling of requested orientations, tablings, and workshops.  Ensures these activities are staffed adequately and that appropriate calendars are updated.
• Creates and administers client, manager, and outreach surveys and collects data from these surveys.
• Manages the Facilitated Management Referral process and log.

Other Administrative Duties:

• Creates and maintains a well-supplied, welcoming, and calm reception area.
• Welcomes clients and visitors and orients them to intake paperwork.
• Maintains staffing calendar.
• Shares general office support duties such as filing, faxing, scanning, copying, mailing, ordering supplies, managing postage meter, opening and closing office.  
• Takes notes at meetings and drafts documents and policies for the program, as requested by Assistant Director.  
• Arranges for both clinical and administrative temporary staff when needed, and provides orientation and training on applicable procedures.
• Manages and updates logs for the Nursing Professional Assistance Committee, the Professional Assistance Committee, Outreach Efforts, and Crisis Response.

Qualifications:

• Master’s Degree in a field that is Counseling, Social Work, or Human Services related.
• Two year workplace experience which can include internship experience.
• EAP and/or worklife field knowledge preferred. 
• Call center experience preferred.  

Special Knowledge, Skills or Abilities:

• Excellent interpersonal, communication, and organization skills.  
• Experience with Data Analytics and Excel Functionality.
• Handles both routine and confidential information in an appropriate, respectful manner. 
• Excellent customer service skills, attention to detail, ability to plan and manage multiple tasks simultaneously.  
• Ability to remain flexible and prioritize job duties independently.  
• Strong written and verbal communication, organization and interpersonal skills, proficient in Microsoft Office applications.
• Experience with Data Analytics and Excel Functionality.
• Ability to work well as a member of a team is essential for this function because this role interacts with all members of FASAP as well as staff, faculty, internal leadership, and providers in the community.

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work.  Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

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