Advocate - CCHEA BHU

Description

Job Title: Behavioral Heath Advocate – Consumer Center for Health Education and Advocacy (CCHEA)

Position Summary

Under the supervision of the Behavioral Health Supervising Attorney and/or the attorneys, provide clients with information, referrals, advice, and problem resolution with regard to mental health and substance abuse services. Investigate grievances and appeals under the County of San Diego Behavioral Health Beneficiary and Client Grievance and Problem Resolution Process (Problem Resolution Process). Conduct community outreach and educational trainings as needed. This position reports to the Senior Program Manager.

About the Organization

Legal Aid Society of San Diego (LASSD), the largest poverty law firm serving San Diego County since 1953, strengthens our communities by redressing our clients’ legal problems, empowering our clients to access and effectively participate within the legal, governmental, and social systems and encouraging self-empowerment in the fight against poverty and injustice. LASSD continues to be a proud, committed, and compassionate group of people dedicated to providing equal access to justice for San Diegans through aggressive, quality legal services. #justicebeginshere

Essential Functions:

•Review consumer grievance and appeal requests through telephone and walk- in appointments while following established protocols.

•Assess clients’ needs and provide appropriate referrals or advice/representation according to LASSD’s policies and procedures. Gather necessary information, develop a case plan, and determine a preferred course of action.

•Enter accurate information for each case into the proprietary databases and always maintain client confidentiality.

•Investigate and effectively resolve grievances with providers, organizations, and other entities as appropriate by advocating on behalf of the clients.

•Collect and analyze evidence from clients, providers, and health plans by using applicable legal standards, including ASAMcriteria. Provide advice to clients regarding the relative merits of their case. Advocate on clients’ behalf with providers, county representatives, and other entities.

•Prepare client and provider correspondence for consideration under the county’s Problem Resolution Process, complying with mandated timelines.

•Respond to clients in a calm, empathetic, and professional manner while courteously directing the conversation to the pertinent issues.

•Assist callers with communication barriers, including those who may be emotionally upset, those with physical or mental disabilities, and those for whom English is a second language.

•Negotiate resolution of client grievances and appeals by working cooperatively with the government department or organization involved in the client’s problem/dispute.

•Use a strength-based and trauma-informed approach to work collaboratively with clients and providers to help support clients in their recovery.

Requirements

Qualifications:

•A bachelor’s degree and professional experience with substance abuse disorder (SUD) or mental health services preferred.

•Experience in community mental health or substance abuse programs.

•At least two years’ experience of client advocacy or related experience.

Desired Knowledge, Skills, and Abilities:

• Ability to interview applicants and clients to obtain relevant facts and give clear advice and enter case notes into our database systems in a clear and concise manner.

• Commitment to the rights and empowerment of clients.

• Excellent time management skills, organizational, results-oriented problem-solving, analytical, and evaluative, verbal, and written communication skills.

• Ability to work with clients and providers to resolve problems at the lowest level whenever possible.

• Ability to determine and provide meaningful referrals to the most appropriate programs and agencies to help clients access the right level or care.

• Communicate clearly and effectively with members of the public, professionals, and government employees.

• Personal recovery is not required, however, knowledge of recovery support systems, and 12-step programs preferred.

• Knowledge and familiarity with San Diego County’s Mental Health Services and Drug Medi-Cal Organized Delivery System (DMC-ODS), the American Society of Addiction Medicine (ASAM) care standards, and the consumer protections available.

• Experience in customer service, including obtaining personal information for intake, interviewing clients about sensitive and personal issues, and research related to these issues, or experience in the field and understanding of related systems, laws, and regulations.

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