Job Title               2-1-1 Specialist

Reporting To:      Assistant Director, 2-1-1

Department:        Strategic Impact & Community Engagement

FLSA:                  Non-Exempt

Core Values: Passion Dive in – Create enthusiasm and inspire others.

                     Authentic Be Real – Keep it honest and set the example.

                     Collaboration Live United Work together and mobilize for change.

                     Empowerment Own it – Be courageous and make it happen.

Overall Purpose of this Role: Answer inbound crisis and social service referral contacts via phone, text, chat and email.  Provide individuals with crisis de-escalation, problem solving, brief assessment and appropriate social service referrals.  All client and resource information will be recorded accurately in the appropriate contact center database.

Key Accountabilities:

·        Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume.

·        Answer chats, texts and emails using correct spelling grammar, and professional language, paying close attention to the inclusion of feeling reflections.

·        Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.

·        Identify and reflect the feelings of all contacts.

·        Assess contact’s needs or situation using pertinent questions and the principles of active listening.

·        Provide appropriate screenings for specialized programs or appointment setting.

·        Advocate for clients when appropriate.

·        Complete assessments for clients in high risk situations.

·        Access multiple 2-1-1 databases for resources and appropriately refer contacts.

·        Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.

·        Maintain accurate data collection on all contacts in the appropriate database.

·        Maintain acceptable level of contact handling and customer service performance as described by 2-1-1 training standards.  This includes handling multiple chats, texts and emails simultaneously.

·        Complete all training for new programs and services related to 2-1-1 and providing feedback as needed.

·        Actively participate in committees, teams and task forces as needed.

·        Ability to work alternative schedules.

·        Perform other duties as assigned including, but not limited to, working alternative shifts and/or schedules.

 

Functional Competencies/Accountabilities:

Attributes & Behaviors:

·        Implements Shared Initiatives:  Works inclusively with individuals (target populations, residents, and other non-institutional partners), networks and organizations to explore shared interests and creates and acts on common goals, priorities, and visions; Influences shared goals.

 

·        Manages Conflict Effectively: Manages conflict and tensions between collaboration and competition; Engages constituents in a constructive way to resolve conflict; Identifies and advances win-win solutions to improve lives in communities.

 

·        Gathers Data:  Understands, analyzes, and uses community and social data to create effective community solutions; Asks insightful and provocative questions regarding community needs, resources, and values.

 

·        Develops Solutions:  Uses and translates data to create clear objectives and action plans; Uses analysis and critical thinking skills to solve problems; Understands agency and partner constraints and works around those constraints or uses the challenges they present as opportunities; Synthesizes information and interacts in a positive way to get to a solution.

 

·        Shares Knowledge and Resources: Commits to ongoing learning; Researches best practices; Transfers knowledge to others in a way that facilitates effective implementation of community projects and programs.

 

EDUCATION AND EXPERIENCE:

·        High school diploma/GED required, Bachelor’s degree in social work, sociology or related field preferred.  Equivalent combination of education and experience will be considered.

·        Ability to effectively assess client needs and show sensitivity to issues presented by contacts.

·        Ability to communicate orally and in writing.

·        Ability to work in a high paced contact center.

·        One year experience in contact center, crisis hotline or information and referral service preferred.

·        Ability to work in multiple client management databases.

·        Bilingual English - Spanish Speaking Preferred.

·        Ability to type 35 WPM required.

·        Experience with Microsoft Office products such as Outlook, required.  Access or other relational database experience, helpful.

·        Demonstrated knowledge of health and human services desired.

·        AIRS or AAS certification preferred.

 

 

PHYSICAL DEMANDS:

Physical demands include sitting for extended periods of time, bending, occasional lifting of items weighing up to approximately 25 pounds, regularly moving throughout the building between floors, occasionally traveling to outside meetings, regular use of standard office equipment such as the telephone and/or headset, copier, fax and computer.  Demands also involve protracted concentration.  Reliable transportation is required.  Job involves frequent interactions with internal and external customers, and routinely intense public contact.

EMPLOYER’S RIGHTS:

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification; is not intended to be an all-inclusive list of duties.  You may be required to perform other duties as assigned by your supervisor or management.  You will be evaluated in part based on your performance of the tasks listed in this job description.  Employees moving into this position work on a ninety (90) day introductory basis after assuming these responsibilities.

The employer has the right to revise this job description at any time.  The job description is not a contract for employment and either you or the employer may terminate at any time for any reason.