Director of Constituent Services

The Missouri Department of Mental Health (DMH), Office of Constituent Services (OCS), seeks a Director of Constituent Services. This position is located in Jefferson City, Missouri.

This is a managerial position responsible for the direction, planning, and coordination of the Department’s Office of Constituent Services, which is the primary point of contact for constituent and public inquiries and provides supervision to the OCS team.

The base salary offered for this position is up to $70,000.00 annually, commensurate with education and experience. If the selected candidate is eligible for a pay differential, such as retention pay, the total salary may exceed what is listed in this posting.

• Maintain confidentiality regarding all issues handled by the OCS.
• Ensure the timely processing (when appropriate) of OCS response to complaints, concerns, comments received from consumers, their loved ones, advocates, providers, stakeholders, DMH staff, and other agencies.
• Confirmation that all contacts and communications are entered into the DMH Customer Information Management, Outcomes, and Reporting (CIMOR) system.
• Interpret and explain state statutes (RSMo), code of state regulations (CSRs), department operating regulations (DORs), and program guidelines applicable to consumer rights and abuse/neglect/misuse of funds (A/N/M) of DMH consumers.
• Interact effectively with consumers, stakeholders, advocacy groups and department employees and DMH Executive Team by determining the assistance required and responding appropriately.
• Maintain a professional working relationship with Department of Health and Senior Services and Department of Social Services for hotline reports and calls involving DMH consumers.
• Prepare monthly and periodic reports on the operation of the OCS and verbally communicate unit operations during meetings as requested.
• Provide information regarding consumer safety to DMH psychiatric facilities and habilitation centers for staff to include in consumer orientation materials.
• Attend meetings, trainings and presentations relating to stakeholder groups, such as the DMH Developmental Disabilities (DD) Quality Assurance Council, and the DMH Division of Behavioral Health State Advisory Council (SAC).
• Develop presentations on OCS related topics, such as Customer Service, Consumer Rights, Abuse & Neglect; and present to various internal DMH offices and external stakeholder groups.
• Overall management of OCS staff and workflow within the OCS unit to ensure coverage.
• Other related duties as assigned by Department Director and/or Deputy Director.

A successful candidate must possess f i ve or more years of relevant work experience and two years of supervisory experience is preferred.

• Have working knowledge of DMH facilities, DMH service providers, mental health organizations, and governmental agencies.
• Have working knowledge of the state and federal laws, Department Operating Regulations, and Code of State Regulations as they relate to DMH constituent rights and grievances.
• Ability to address issues of a non-routine nature, requiring judgment in determining an appropriate course of action, and technical knowledge in order to analyze, interpret, and apply laws/regulations/DORs, and give information to constituents.
• Ability to handle difficult interactions with consumers and/or their guardians, advocates, family members, and others in a positive, calm and professional manner.
• Ability to understand and communicate concepts of self-advocacy, recovery, and self-determination.
• Must be well-organized, and able to multi-task and successfully manage and track work priorities.
• Must be skilled in the use of MS Office Outlook, Excel, Word and PowerPoint, and possess professional writing and communication skills.

Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here.

hrmail@dmh.mo.gov

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• State of Missouri

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