Employee Assistance Program Resource Specialist-(3304473) - Partners Healthcare System

This is a hybrid role that requires 2 days onsite at MGH and 3 work from home.

Mass General Brigham is committed to providing innovative and high-quality patient care in a diverse, dynamic system and engaged in and committed to, creating an inclusive work environment. We endeavor to create a workforce with diverse backgrounds to strengthen our commitment to serve our diverse population.

The Employee Assistance Program (EAP) Resource Specialist is primarily responsible for researching, updating, organizing, and disseminating community and treatment resource information. The Resource Specialist is responsible for managing the referral resources for employees in the EAP Provider database and for the ongoing development of the database. Other responsibilities include researching and contacting resources for clients as requested by EAP clinicians, and meeting with clients seeking work-life resources such as childcare or community agencies.

This staff member educates staff about new resources and changes in eligibility requirements of both providers and community resources. EAP staff can consult with the Resource Specialist about what resources will best suit the client. They monitor feedback given related to providers and resources and shares with her supervisor and EAP clinical team.

The EAP Resource Specialist works in collaboration with other EAP administrative staff and supports all EAP office locations, including providing administrative support and back-up phone coverage for the front desk at EAP offices as needed.

Principal Duties and Responsibilities:
• Research information about mental health and substance use treatment providers. Meets and screens potential preferred providers. Gather feedback on providers and look for any trends to share with clinicians.
• Identify mental health and substance use treatment providers that best meet the needs of a client and who has availability that matches the clients’ needs and is in the client’s provider network, within a two-week time frame.
• Create, maintain, and expand a list of behavioral health providers with current availability. Outreach made to over 300 providers and then compile and refine the resources to share with clinicians monthly.
• Establish new relationships with behavioral health providers to enhance our existing provider resources while maintaining current ones.
• Research and monitor behavioral health coverage and provider panels of all local insurance plans to ensure provider referrals stay within network. Track and update staff of any changes.
• Research information, both proactively and as requested, on community, social, legal, financial, childcare, eldercare, and disability, vocational/career, housing, and other resources (within the Mass General Brigham community and in the community at large). Maintains electronic files of brochures, information packets and applications for all types of community resources.
• Identify gaps in all resources (type and location) and work toward ways toward filling them.
• Create ways to present resource material to individual clients as well as to client groups that might benefit i.e. food resources, housing resources.
• Support EAP vendor searches under the direction of EAP leadership which include researching vendor options, assist with coordinating screening questions for the vendor, summarize information gathered on each vendor and support administrative tasks related to the search.
• Initiates and responds to childcare referral requests, research childcare resources, works with EAP Work-Life vendor, documents these cases and follows up on referrals.
• Performs monthly Work-Life vendor reconciliation of childcare referrals.
• Enters new resources into the EAP database. Maintains the database by correcting errors, updating, and expanding the types of information included. Ensures format consistency and high quality of data entry.
• Participates on the EAP Provider Committee that reviews the acceptance of providers into EAP preferred provider referral network. Enters provider information into EAP Provider Database.
• Educates EAP staff about community resources. This involves primary responsibility for updating and publicizing information through a variety of formats including internal EAP email communications, shared information systems drive, resource lists, educational presentations to staff, memos, site visits and additional projects as determined by staff need.
• Provides administrative support to the front end which includes triage incoming calls, scheduling appointments, providing information and referrals for brief non-clinical inquiries, supporting EAP Counselors administratively, and serving as a backup for online intakes and lactation support requests.
• Provide back-up assistance as necessary to the Lactation Support Program, including registering and orienting people who need the room, ensuring that orientation packets are up to date, and correct information is available to users of the lactation rooms.
• When indicated train and have oversight for a student or any other EAP staff member supporting the functions of this role. Assign the student/EAP staff member tasks based on department and clients’ needs.
• Documents activity in EAP Database as required.
• Other duties as assigned such as working on special projects that require EAP resources.

Collaboration:
• Collaborates with EAP staff and other staff throughout the organization as necessary.
• Identifies specific resource needs and meets with community representatives and providers.

Organizational/Administrative Skills:
• Takes responsibility for own administrative duties including accurate database documentation and reporting and project prioritization.
• Attends and participates in EAP Provider Committee, other committees and staff meetings. May be responsible for scheduling committee meetings and taking minutes.

Professional Conduct:
• Adheres to departmental and hospital standards, policies and procedures.
• Promotes departmental and hospital public relations.

Professional Development:
• Participates in supervision/consultation as appropriate to level of development/experience.
• Responsible for own professional development.
• Attends pertinent educational activities related to job and career goals.

Qualifications:

• Bachelor’s degree in social work or closely related field.
• Experience in Human Services work with people in need of services.
• Experience with data entry, Windows, Microsoft Word, Excel and PowerPoint.
• Experience with researching and educating staff/clients about community resources and/or the resource needs of social work clients/ medical patients preferred.
• Excellent organizational skills.
• Excellent written and verbal communication skills. Ability to assess learning needs and coach those with different levels of systems experience helpful.
• Demonstrated strong collaboration and customer service skills.
• Flexibility, creativity, ability to manage change and interest in new challenges a plus.

Skills/Abilities/Competencies:

• Knowledge of community resources.
• Advanced skills with computer technologies.
• Excellent verbal and writing skills.
• Ability to maintain professional working relationships with staff and with community agencies.
• Ability to work collaboratively, as part of a team.
• Flexibility, adaptability and willingness to work in multiple offices and locations.

• Teaches staff about changes, removals, and new additions in community resources that might benefit employee clients.
• Consults to those referencing the database for specific client needs.
• Assists in planning/implementing in-service presentations by and about community resources. Presents and communicates resources to EAP staff.
• Train student(s) or any other EAP staff member supporting the functions of this role.

Working Conditions:

The EAP Resource Specialist may work in multiple EAP office locations and this is a hybrid role.

About the EAP:

The Mass General Brigham Employee Assistance Program (EAP) is a free, voluntary, and confidential service to Mass General Brigham employees. The EAP provides assistance with issues that impact quality of life inside and outside the workplace. On an individual level, the EAP offers assessment, short-term counseling and referrals to a wide variety of work-life resources. On a system level, the EAP assists managers and work-groups through consultation and work-group interventions, including critical incident response. The EAP also offers a variety of trainings and webinars. Below are some examples of reasons people utilize the EAP.

About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.