Out & Equal
TX Supp Housing Line Spec

TX Supp Housing Line Spec

locationFort Worth, TX, USA
PublishedPublished: 12/8/2023
Full Time


I) Job Purpose

This is an ideal position for individuals interested in helping others and contributing to their community. Texas Housing Support Line Specialist answers calls from the statewide housing hotline and refers them to the appropriate resource for their housing needs in Texas. Texas Housing Support Line Specialist provides superior customer service in a courteous, empathic, and professional manner.  This program operates 24 hours a day, 7 days a week to provide continuous support to individuals served. This position requires availability for flexible scheduling, which includes working evenings, overnights, weekends, holidays, and inclement weather.

II) Essential Functions

A) Answers phones in a professional and helpful manner to promote good customer service.

B) Assists callers promptly by connecting them with the appropriate housing resource.

C) Document the type of assistance that was given to the caller in the appropriate  

D) Makes follow-up calls if needed.

E) Ensure client information is kept confidential 100% of the time.

F) Updates housing resource list when a new resource is discovered, or an existing one is changed.

G) Notifies supervisor of any difficulties or dissatisfaction of callers. 

H) Notifies supervisor immediately of any concerns or occurrences needing attention.

I) Seeks the supervisor’s guidance before beginning an unfamiliar assignment. 

J) Will complete MHMR training and refresher courses as required by the training department.

K) Demonstrate the ability to adapt to new platforms and systems, including the electronic health record.

L) Performance standards are performed as applicable with MHMR’s We CARE values “We Connect People in Our Community. We Provide Access to Services. We Link People to Resources. We Empower People.”

M) Performs other job duties or responsibilities as requested or assigned.

III) Knowledge of Laws, Regulations, Policies/Procedures, Skills, and Abilities

A) Ability to communicate effectively in both written and oral forms.

B) General knowledge of psychopathology and DSM V classes of major mental illness. 

C) Ability to remain calm and composed under stress.

D) Knowledge of community resources and demonstrated skill in making productive person-centered referrals.

E) Ability to organize work independently.

F) Ability to work independently without or with limited supervision.

G) Attend all necessary meetings at designated time intervals.

H) Attend and maintain all agency-required training and refresher courses.

IV) Internal & External Customer Service

A) This position requires extensive level of external telephone contacts. It is expected that the care specialist be professional and courteous at all times.

V) Travel

A) Adhere to MHMR Mileage and Travel reimbursement policy and any other aspect regarding travel.

B) This position may require some travel between MHMR Tarrant clinics and other sites.

VI) Equipment Used

A) Utilized as required for position.  

Minimum Requirements 

VII) Minimum Qualifications

A) Minimum Education: High School Diploma/GED

B) Defined Education: None

C) Preferences: Bilingual; Minimum one (1) year of experience preferred in a behavioral health/substance-use/disability services area, clerical, switchboard experience or customer service

D) Substitutions: None

E) Years Experience: None

F) Defined Experience: None

G) License/Certifications: None

H) Special Courses: None

I) Supervisory Experience: None

VIII) Agency Requirements

A) All staff are required to participate in agency Emergency Preparedness and Environmental Safety programs and may be assigned by their department as a key/essential staff level function during critical events or for the purpose of sustaining business continuity.

B) This position may require temporary or permanent re-assignment to any MHMR Tarrant facility as determined by program needs and/or the Division/Director.

C) Assigned work hours may change as the needs of the agency change.

D) The Functional Title of this position may change as the needs of the agency change.

E) All work will be completed within the scheduled work hours. All non-exempt (hourly) employees are expected to clock in and clock out for each work shift, no work should be done off the clock.

F) MHMR reserves the right to change, add to or eliminate positions as it deems appropriate.

G) Employment is at will, as well as agency needs may change.

H) Agency dress code is to be followed at all times.

I) Physical on-site presence, including regular attendance and punctuality, is an essential function of this position. Any changes or adjustments to your assigned work schedule or shift hours must be approved by your supervisor in advance.

Lifting Requirements 0-15#

Our Benefits:

Our total rewards program offers benefits* to full time employees beginning 1st of the month following hire date including but not limited to:

Comprehensive healthcare options (Medical, Dental, and Vision)

Life insurance and additional supplemental accident and hospitalization plans

401a match and 457 deferred compensation plans

Paid vacation and holidays; varied flexible work environment locations

Annual tuition reimbursement program

Student Loan Forgiveness

Professional development programs and training

And more..

Insurance eligibility:

Full time employees begin 1st of the month following hire date

Market driven positions (full time or part time) begin immediately after hire date

Select part time market driven positions are eligible for most insurance plans

Substitute status jobs are not eligible for benefits

For more information, click https://www.mhmrtarrant.org/benefits/