Location:Ludington
WMCMHS is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans). To read more about this, view the
**poster.**
2022-ADMIN-003: Director of Public Relations and Customer Services
Req Code:2022-ADMIN-003
FT/PT Status:Full Time
Salary:$65,459-$98,189
Job Summary:
The Director of Public Relations and Customer Service (PR/CS) a supervisory director level position reporting to the Chief Operations Officer. The Director of PR/CS is responsible for managing public relations, web page content, social media oversight, providing communications to internal and external customers, creating agency publications, providing oversight of customer service/member experience services, providing oversight and coordination to consumer involvement/engagement activities (e.g, Consumer Advisory Panel), acting as the liaison to the media, providing oversight to vehicle and building and grounds maintenance and utilization, coordinating community benefit and community education/training activities and other work as required. In addition, this position will supervise and oversee the customer services and facilities staff and functions of the organization.
Job Responsibilities:
1. Public Relations
Establishes and maintains organizational public relations protocols.
2. Internal and External communications Writes and submits press releases, serves with the CEO as agency spokesperson, supports strategic planning and communication regarding strategic direction, monitors and assists with press coverage/story ideas, serves as liaison to other internal programs and services, serves as inhouse photographer/videographer, and oversees agency communication policy, plan, protocols, and coordination of such.
3. Community Benefit
Supervises development of special events, conferences, etc.; may serve as representative and presenter at events; plans and oversees community benefit interactions with target groups (medical, schools, community, faith community, etc.) and tracks implementation progress.
4. Communications and Community Education/Training Plan - Creates annual Communications and Community Education/Training Plan and oversees it implementation.
5. Agency Publications - Oversees agency publications, brochures, ads, and sponsorships.
6. Website and social media
Oversee, develops and monitors agencys website content and social media efforts.
7. Customer Services/Member Experience Oversight - Provides oversight of all customer service /member experience activities for WMCMH; supervision of Customer Engagement Coordinator; develops customer services plan, policies, and procedures; oversees hiring, training, coaching and ongoing development of customer services staff; oversees satisfaction monitoring and focus group coordination; oversees grievances and appeals and reports data to PIHP and internal committees.
8. Facilities/Vehicle Oversight
Provides oversight to vehicle fleet maintenance activities and building and grounds maintenance and utilization activities. Develops policies and procedures related to facilities/vehicles. Supervision of Facilities Specialist. Serves as MMRMA point of contact and submits annual MMRMA renewal.
9. Consumer Involvement/Engagement Coordination and Oversight - Provides oversight and coordination to all WMCMH consumer involvement/consumer engagement activities. This includes ongoing development and maintenance of the WMCMH Consumer Advisory Panel.
Job Qualifications:
1. Bachelors degree from an accredited college or university.
2. Minimum of 5 years of experience in community relations and communication in a behavioral health/health care setting.
3. Minimum of 5 years of experience in customer service/member experience leadership in a behavioral health/health care setting.
4. Minimum of 5 years of organizational leadership experience with strong leadership skills.
5. Working knowledge and experience with social media platforms, web page content management systems (i.e., WordPress), Microsoft Office (i.e., Word, Excel, PowerPoint), and Adobe Creative Cloud (i.e., InDesign, Photoshop, Premiere Pro) preferred.
6. Must have excellent verbal and written communication skills.
7. Must possess a valid drivers license and provide own transportation to and from meetings and activities at varying work locations including all agency locations in Lake, Mason, and Oceana Counties.
8. Lived experiences with mental illness/developmental disabilities/substance use disorders are valued.
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