Customer Service & Community Rights Team

Human Services Program Consultant II (NS)

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

The Advocacy & Empowerment Section within the Division of Mental Health, Developmental Disabilities and Substance Use Services (DMH/DD/SUS) is responsible for elevating the voices and experiences of those the Division supports, ensuring that their concerns and needs are heard, understood, and addressed. The Section accomplishes this by helping to bridge the gap between those we serve and the services or policies they interact with, providing responsive, helpful, and efficient customer support to individuals who seek assistance, and engaging with community partners to ensure all individuals receive the services and supports they need. The Customer Service and Community Rights (CSCR) Team, within the Advocacy & Empowerment Section, serves as the first point of contact for DMH/DD/SUS, DHHS, legislators and the Governor's Office in responding to inquiries from a variety of stakeholders. The team works closely with the Local Management Entities-Managed Care Organizations (LME-MCOs), Pre-Paid Health Plans (PHPs), other DHHS Divisions, county agencies, advocacy groups, consumers and family members and other stakeholders.This Customer Service & Community Rights Team position will:

• Assist individuals and families with accessing public services by providing education and technical assistance
• Provide a responsive system for tracking, addressing/ referring, and monitoring complaints or concerns reported, including high-level complaints submitted to legislators, the Governor, and the Department of Health and Human Services
• Monitor health and safety and protection of rights, incident reporting, and grievances for individuals served in the community
• Work with LME-MCOs, PHPs, providers, state facilities and community hospitals to assist with services and complaints/grievances for individuals and families

The Knowledge Skills and Abilities/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Knowledge of the mental health, developmental disabilities, substance use services or the broader human service systems
• Experience with and/or knowledge of community systems or resources
• Demonstrated ability to engage respectfully and professionally with individuals from diverse backgrounds, cultures, educational levels, and lived experiences -Bilingual skills (Spanish and English) preferred

This position is funded in part through federal funds.

This position will close at 11:59 p.m. the night before the end date.

The North Carolina Department of Mental Health provides quality support to achieve self-determination for individuals with intellectual and/or developmental disabilities and quality services to promote treatment and recovery for individuals with mental illness and substance use disorders.

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.

In accordance with the Governor's Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.

• Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.
• Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.
• Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.
• For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members.

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations and cover letters may be uploaded with your application.

Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.

Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.

Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

If there are any questions about this posting, please contact Talent Acquisition at talentacquisition@dhhs.nc.gov. Resumes will not be accepted in lieu of completing this application.

Master's degree in a discipline relative to the program from an appropriately accredited institution and three years of related experience; or Bachelor's degree in a discipline relative to the program area from an appropriately accredited institution and five years of related experience; or an equivalent combination of education and experience.

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter: Kenya Wagner