Disney Mental Health Concierge

Organizational Engagement and Strategy

• Consult with managers regarding important workplace issues: including, but not limited to, grief and loss in the workplace, job appropriate behaviors, employee/cast member terminal illness impacts and leadership support.
• Facilitate critical incident response by consulting with requesting manager and direct service providers to arrange appropriate clinical services, including onsite services.
• Work closely with EAP providers. Educate EAP providers regarding EAP protocols and expectations, and monitors compliance to standards.
• Co-create and execute on engagement campaigns/promotion in collaboration with broader Evernorth/Cigna.

Cast Member Engagement & Navigation

• Primary point of contact and deployment for critical incident occurrences. 
• Collaborate with Matrix Partners to obtain necessary information to provide the most appropriate resources.
• Provide onsite, virtual, and in-person navigation to emotional well-being resources, including EAP referrals, appointment setting assistance, provider searches, work/life programs, health coaching, case management, behavioral case management, etc.
• Provide psychological first aid, assessment, and intervention for crisis situations as needed.
• Ensure the appropriate next steps are put in place for referrals into medical, pharmacy or behavioral coaching programs, in addition to any alignment with a behavioral provider
• Provide follow-up to all Cast Member connections that take place.
• Identify and address SDOH needs such as food, housing medication, and transportation.
• Assist in connecting Cast Members with identified community resources to meet their needs.
• Work closely with Cast Members and Employees to ensure they have the support system they need to recover from their specific need, illness, or injury.
• May facilitate and lead manager and employee mental health trainings.
• Provide on-call and on-site services as needed.  Expected to be available via email, text, or phone.

General Expectations

• Culturally trained on Disney Organizational, Cast Member and Employee roles and responsibilities, benefits, programs, and inventory of resources.
• Will work on-site in Walt Disney World Park and be deployed to various locations as needed.
• Will be available to all team members, for consultation.
• Perform additional tasks/projects as needed, requested or assigned.
• Attend all required trainings.
• Comply with all Evernorth Behavioral Health policies and Standard Operating Procedures.
• Take initiative for continued professional development.
• Work closely with the Disney Account Team, Health Coaches, Case Managers, Onsite EAP providers, EACs, Behavioral UM and CM teams to align on cases and hand off appropriately as needed.
• Will work directly with Disney Human Resources and Employee Relations teams as needed.
• Consult with Cigna/Evernorth clinical supervisor when needed.
• Open to suggesting and implementing improvements and enhancements to Mental Health Concierge role and responsibilities.

Qualifications

• Current unrestricted independent licensure in a behavioral health field or a medical field with experience in a psychiatric setting (LCSW, LMFT, LPC, LPCC, Licensed Psychologist or RN)
• Master's Degree in Behavioral Health field
• Knowledge and experience in accessing community resources to help cast members with basic needs.
• Certified in Mental Health First Aid
• CEAP (certified employee assistance professional) required to obtain within 2 years of employment.
• 3+ years post-license mental health experience preferred
• 3+ years experience responding effectively to diverse situations while working across all organizational levels.
• Excellent communication and interpersonal skills with a focus on customer service
• Effective conflict management and negotiation skills
• Ability to adapt to change and problem solve
• Strong time management and organization skills with an ability to set priorities in a fast-paced environment
• Ability to utilize and navigate multiple technology systems
• Bilingual in Spanish or Haitian Creole preferred
• Knowledge of managed care preferred