AFSCME Council 31
 

Personal Support Program Intake Coordinator

Based in Chicago, IL

 

The Personal Support Program (PSP) is an innovative, union-based employee assistance program (EAP) specifically designed to provide services and support to AFSCME Council 31 represented members and dependents to help address issues that create personal difficulties and/or jeopardize job performance or security. The PSP program provides solution-focused brief treatment as well as worksite group sessions statewide throughout Illinois using PSP Counselors and a network of licensed professionals trained to provide confidential assistance on a wide variety of concerns and problems.

The AFSCME Council 31 Personal Support Program currently has an Intake Coordinator position open in Chicago, Illinois. The Intake Coordinator serves as the first point of contact for union members seeking support and works to ensure members receive timely and effective assistance in a confidential and professional manner.

Responsibilities:

• Answers inbound calls in an office-based setting and responds promptly to calls, emails, and in-person requests from union members seeking PSP services
• Conducts comprehensive, structured intake interviews to assess members’ immediate needs and identify appropriate services
• Facilitates referrals to PSP counselors or external service providers and assists members with scheduling appointments
• Maintains accurate, up-to-date intake notes in the PSP database and compiles and prepares utilization reports for management and union leadership as required
• Works alongside PSP counselors, contracted licensed professionals and union staff to ensure coordinated care for union members
• Provides immediate assistance, including de-escalation and coordination with emergency services, during crises such as mental health emergencies to ensure members’ safety
• Adheres to all relevant laws and regulations regarding member privacy (such as HIPAA) and ensures all case files and communications are handled with the utmost confidentiality.

Desirable Qualifications

• Bachelor’s degree in social work, psychology, human resources, or a related field preferred; equivalent work experience will be considered
• Minimum of 2 years in intake, case management, or customer service roles in an EAP, healthcare, mental health, or social services setting
• Excellent telephone, communication and active listening skills to effectively interact with members and their dependents
• Prior experience working with union members or within a unionized environment is a strong asset.
• Ability to manage multiple tasks simultaneously
• Ability to exercise sound judgement in complex situations
• Basic computer and data entry skills

Competitive salary structure. Excellent benefit package.

To Apply:
Email cover letter and résumé to Margaret Walker at: mwalker@afscme31.org.