Job Title               2-1-1 Specialist

Reporting To:      Assistant Director, 2-1-1

Department:        Strategic Impact & Community Engagement

FLSA:                  Non-Exempt

This position is funded by a state contract and is subject to grant renewal.

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.

·        Ability to perform remote work as needed with agency provided equipment/agency approved personal equipment

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

 

Functional Competencies/Accountabilities:

Attributes & Behaviors:

·        Mission Focused: Create real social change that leads to better lives and healthier communities.

 

·        Relationship-Oriented: cultivate and manage relationships toward a common goal.

 

·        Collaborator: Understand the roles and contributions of all sectors of the community and can mobilize resources through meaningful engagement.

 

·        Results-Driven: dedicated to shared and measurable goals for the common good; creating resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.

 

·        Brand-Steward: Steward of the brand and understands the role in growing and protecting the reputation and results of the greater network.

 

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 thisfication; 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.