Classified Title: Employee Assistance Specialist
Working Title: Student Assistance Specialist ​​​​​​​
Role/Level/Range: ACRP/03/MB 
Starting Salary Range: $38,537 to $52,988 per year
Employee group: Full Time 
Schedule: M-F 8:30-5, some fluctuations 
Exempt Status: Exempt ​​​​​​​ 
Location: 04-MD:School of Medicine Campus 
Department name: 10001557-FASAP 
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 JHSAP 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 school leadership including Deans, student affairs representatives, faculty and staff.  Responds to concerns for a student reported by students or others affiliated with a student(s) or to critical incidents impacting the JH community.  Maintains procedures and develops new procedures as necessary for intake and triage activities.

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

Coordinates clinical operations for JHSAP Assistant Director and clinical schedules for JHSAP 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 JHSAP Assistant Director.

Provides program support for the outreach and education functions of the program to the Assistant Director and the Program Manager as well as the clinicians as needed related to workshop 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 schools JHSAP serves.

This position reports directly to the JHSAP Assistant Director and generally works closely with the JHSAP and FASAP clinical team. Recognizing the interdependent relationship between JHSAP and FASAP, this position will also support the Assistant Director of FASAP and FASAP Clinicians to a lesser degree/ as needed.

Essential Job Functions:

Clinical Support:

• Coordinates clinical operations for JHSAP Assistant Director and clinical schedules for JHSAP 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 clinician and/or clinical team regarding concerning or complex client needs.  
• Functions as triage point of contact for mandated appointments from school leadership.  These high level/high risk 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 including regular communication with Deans and their assistants regarding meetings and presentations, overseeing the JHSAP Assistant Director and JHSAP Program Manager’s calendar, and maintaining the JHSAP 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.
• Recognizing the interdependent relationship between JHSAP and FASAP, this position will also support the Assistant Director of FASAP and FASAP Clinicians to a lesser degree/ as needed. Attends regularly scheduled team meetings.

Program Support:

• Creates and updates JHSAP 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 JHSAP programming and services.  Manages presentation library ensuring branding, content and format are accurate and updated. Designs and updates JHSAP marketing materials. Prepares materials for presentations and assists with presentation of workshops.
• Assists with promotion of JHSAP services including in via e-mail communications with school 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 to include written and verbal communication with key leaders and their staff, development of operating procedures specific to that school’s needs, creation and procurement of necessary materials and supplies, and on-site support for meetings, orientations and workshops related to this effort.
• 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.

Other Administrative Duties:

• Shares general office support duties such as filing, faxing, copying, mail, ordering supplies, managing postage meter, opening and/or closing office.  
• Take notes at meetings and drafts documents and policies for the department as requested by Assistant Director or Program Manager.  
• Arranges for both clinical and administrative temporary staff when needed, and provides orientation and training on applicable procedures.

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, SAP, and/or worklife field knowledge preferred. 
• Call center experience preferred.  

Special Knowledge, Skills or Abilities:

• Excellent interpersonal, communication and organization skills.  
• 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.
• Ability to work well as a member of a team is essential for this function because this role interacts with all members of JHSAP as well as students, 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 [email protected] . 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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