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:


·        Have access to a private, secure and stable internet connection


·        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:


·        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.

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