Job Title 2-1-1 Specialist
Reporting To: Assistant Director, 2-1-1
Department: Strategic Impact & Community Engagement
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.
· 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.
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.