Title:                           211 Intern

Intern Manger:           Director of Engagement

Department:              211

 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: This internship opportunity is to provide on the job training to current college student(s) receiving college credit.  Interns will gain the necessary knowledge, skills and abilities in their field of study, while being mentored to help with learning and carrying out of the assignments given. 211 Interns will 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 Assignments:

·       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.

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 & Experience:

·       Currently a student in bachelor of social work (BSW) or master of social work (MSW) programs preferred.

·       Other programs and related experience will be considered

Physical Demands:

Physical demands include sitting or standing for extended periods of time, bending, occasional lifting of items weighing up to approximately 25 pounds, regular use of standard office equipment such as the telephone and computer.  Demands also involve protracted concentration.  For remote work, must have access to a private, secure and stable internet connection and an area to work where no one can overhear conversations or see what is on the computer.