Full time, benefitted position (initially M-F 9-5 with some evenings and weekends in the future)
The Program:
The Family Education and Resource Center (‘FERC’) is a new and innovative family/caregiver-centered program that provides information, education, advocacy and support services to family/caregivers of children, adolescents, transitional age youth, adults, and older adults with serious emotional disturbance or mental illness living in all regions of Alameda County. These services are provided in a culturally competent manner, reaching out to people of various ethnicities and language groups. The FERC is a component of Alameda County’s Community Services & Support plan, funded with Mental Health Services Act (MHSA) dollars and operated by the Mental Health Association of Alameda County (MHAAC) under contract with Alameda County Behavioral Health Care Services.
Warm Line Operator/ Information and Referral Specialist:
Under the supervision of the FERC Program Director, the ‘Warm Line Operator’ Information and Referral Specialist is responsible for staffing and managing the ‘warm line.’ This is not a crisis ‘hot line,’ but some callers may be under stress and seeking urgent help. The warm line will normally be the initial point of contact for the community members seeking assistance from the FERC.
It will provide information and referral to mental health consumers, family members, and other residents of Alameda County. The operator will manage and coordinate the daily implementation of the warm line, including ongoing organization and updating of warm line referral information. The operator will oversee and collaborate with other FERC staff in the management of a database of appropriate county-wide resources useful to family members of all ethnicities and all ages of mental health consumers, from children through seniors. These resources are developed and organized into binders for printed material, and are searchable in computerized databases and/or website content; it will be the
Operator’s responsibility to update this organized referral information. Information maintained may include how to access mental health services, primary care services, financial benefits, housing, employment, education, crisis support and a range of other issues. The Operator will be housed at the North Oakland County Resource Center, but will provide information and referral county wide, and will work collaboratively with the Family Advocates based in the Resource Center and in other geographic areas. The Operator will receive training on community resources, Alameda County Systems of Care, family issues and other topics identified by the Training Coordinator. The Operator will be expected to collect and input the data on warm line calls, and may recruit, train and supervise volunteers to assist in staffing the warm line (e.g. after hours and/or weekends). The Warm Line Operator will also perform other duties as assigned.
Desired Qualifications:
The Warm Line Operator/Information and referral Specialist should have at least two years experience providing information and assistance by telephone to the public. The Operator should have experience developing and using resource materials; including updating the material in informational binders and be proficient with computerized databases (i.e. Access), including running reports. The Operator must be flexible, adaptable, open to learning, and able to work effectively with members of different ethnic communities. It is also essential to be a good listener, able to be empathetic and gain people’s trust, and to remain calm and not become rattled when dealing with others who may be under stress. The Operator should be well organized and have excellent attention to detail. Experience in recruiting, hiring, training, orienting and supervising volunteers is highly desirable. Family members (persons with a loved one with a serious emotional disturbance or mental illness, whether biologically related or not) and bilingual/bicultural applicants are strongly encouraged to apply. Knowledge of Alameda County Mental Health Services is highly desirable.
The successful candidate must have a motor vehicle available for daily use, posses a valid California driver’s License, carry vehicle liability insurance with at least $100,000/$300,000 limits, and have an acceptable vehicle report as determined by MHAAC’s insurance broker.
To apply:
Secure an application by downloading it from the FERC website at www.askferc.org (click on 'Employment opportunities'), fill out and return application either to the FERC office at 7200 Bancroft Avenue, Suite 269, Oakland, CA 94605 (open Mon.-Fri., 9 a.m. – 5 p.m.) or fax to
510-746-1473.
Questions? Call the FERC main office at 510-746-1700
Deadline: Applications will be received in the FERC main office – position open until filled.
The MHAAC is an Equal Opportunity Employer
- Compensation: Salary: $3,254 per month (DOE). Employee benefits include vacation and sick leave and employer-paid health/dental insurance.
- This is at a non-profit organization.
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