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Posted : Sunday, June 23, 2024 02:44 PM
*Job Summary*
This position is responsible for providing appropriate information and referrals to people wanting to connect to services after a thorough assessment by telephone to determine the type of need.
This individual also assists in identifying new or updated resources to ensure the accuracy and integrity of the program’s resource database.
This position shares in office operations (examples include gathering & updating community resource information and front desk duties) .
*Key Responsibilities* _*Information & Referral Services – 80%*_ * Answer incoming calls (50-80 calls a day) * Assess client needs and thoroughly assess callers’ situations to identify any additional needs beyond the caller’s original request.
* Give appropriate information and referrals based on the needs of the caller.
_(Training will be provided)_ * Offer advocacy assistance to clients when necessary.
* Use effective crisis intervention skills when/where appropriate during calls.
_(Training will be provided)_ * In addition to answering calls and assisting clients, we ask that during downtime, telephone specialists assist us in completing tasks that arise from day to day – such as updating resources, researching new leads, and various office tasks.
* Obtain and maintain Certified Community Resource Specialist designation through the Alliance of Information and Referral Systems (AIRS), when eligible _*Call Documentation – 10%*_ * Ensure proper call documentation based on program protocols.
* Makes sure documentation accurately reflects what transpired during the call.
* Writes clear, concise case notes when required.
_*Follow-Up Services – 5%*_ * Telephone Specialists are responsible for making follow-up calls to determine whether previous referrals were appropriate and helpful if a client’s needs were met and to provide additional referrals if necessary.
* Appropriately documents all follow-up results and outcomes.
_*Relationship Management (CRM) – 5%*_ * Meet commitments, respond promptly to customer needs and solicit feedback to continually reinforce and strengthen the organization’s reputation with all constituents.
* Provide professional and courteous service to both internal and external customers.
* Assist clients in selecting and as necessary contacting community sources.
*Critical Performance Skills* _*Functional / Organizational Skills:*_ * Ability to work both independently and as part of a team.
* Knowledgeable or interested in learning in community, regional, and state human and social service resources.
* Ability to manage multiple tasks simultaneously.
* Excellent time management skills.
* Strong problem-solving skills.
_*Interpersonal / Communication Skills:*_ * Excellent verbal and written communication skills.
* Active Listening Skills.
* Demonstrate such characteristics of open-mindedness, non-judgmental attitudes, and positive regard for everyone.
* Ability to always maintain a courteous and professional attitude.
_*IT Skills:*_ * Demonstrated personal computer skills with Microsoft Office applications * Experience and/or ability to learn database software systems.
*Qualifications* * Bi-lingual (English/Spanish) applicants are preferred * Bachelor’s Degree or one of the following may be substituted to satisfy: * A minimum of four (4) years of work experience in a related field and a High School Diploma or GED certificate; or * A minimum of two (2) years of call center experience or social service delivery and a High School Diploma or GED certificate Job Type: Full-time Pay: $16.
00 per hour Benefits: * Health insurance * Health savings account * Life insurance * Paid time off * Retirement plan Schedule: * 8 hour shift Application Question(s): * Dear candidate, Here's a situation that reflects a type of call that we may receive.
Please read it and then think about what other information you might need? What are some questions you might ask? How would you respond to how the person is feeling? "A woman calls 2-1-1 and tells you she will be evicted in two weeks.
She is unemployed and could not afford to pay rent.
She had been trying for months to find a new place but could not find anything appropriate nor could she pay first and last month’s rent or moving costs.
After a few months of being in arrears, the landlord has terminated her lease.
She had no friends or family in the area.
She has a three-year old child.
" Work Location: In person
This individual also assists in identifying new or updated resources to ensure the accuracy and integrity of the program’s resource database.
This position shares in office operations (examples include gathering & updating community resource information and front desk duties) .
*Key Responsibilities* _*Information & Referral Services – 80%*_ * Answer incoming calls (50-80 calls a day) * Assess client needs and thoroughly assess callers’ situations to identify any additional needs beyond the caller’s original request.
* Give appropriate information and referrals based on the needs of the caller.
_(Training will be provided)_ * Offer advocacy assistance to clients when necessary.
* Use effective crisis intervention skills when/where appropriate during calls.
_(Training will be provided)_ * In addition to answering calls and assisting clients, we ask that during downtime, telephone specialists assist us in completing tasks that arise from day to day – such as updating resources, researching new leads, and various office tasks.
* Obtain and maintain Certified Community Resource Specialist designation through the Alliance of Information and Referral Systems (AIRS), when eligible _*Call Documentation – 10%*_ * Ensure proper call documentation based on program protocols.
* Makes sure documentation accurately reflects what transpired during the call.
* Writes clear, concise case notes when required.
_*Follow-Up Services – 5%*_ * Telephone Specialists are responsible for making follow-up calls to determine whether previous referrals were appropriate and helpful if a client’s needs were met and to provide additional referrals if necessary.
* Appropriately documents all follow-up results and outcomes.
_*Relationship Management (CRM) – 5%*_ * Meet commitments, respond promptly to customer needs and solicit feedback to continually reinforce and strengthen the organization’s reputation with all constituents.
* Provide professional and courteous service to both internal and external customers.
* Assist clients in selecting and as necessary contacting community sources.
*Critical Performance Skills* _*Functional / Organizational Skills:*_ * Ability to work both independently and as part of a team.
* Knowledgeable or interested in learning in community, regional, and state human and social service resources.
* Ability to manage multiple tasks simultaneously.
* Excellent time management skills.
* Strong problem-solving skills.
_*Interpersonal / Communication Skills:*_ * Excellent verbal and written communication skills.
* Active Listening Skills.
* Demonstrate such characteristics of open-mindedness, non-judgmental attitudes, and positive regard for everyone.
* Ability to always maintain a courteous and professional attitude.
_*IT Skills:*_ * Demonstrated personal computer skills with Microsoft Office applications * Experience and/or ability to learn database software systems.
*Qualifications* * Bi-lingual (English/Spanish) applicants are preferred * Bachelor’s Degree or one of the following may be substituted to satisfy: * A minimum of four (4) years of work experience in a related field and a High School Diploma or GED certificate; or * A minimum of two (2) years of call center experience or social service delivery and a High School Diploma or GED certificate Job Type: Full-time Pay: $16.
00 per hour Benefits: * Health insurance * Health savings account * Life insurance * Paid time off * Retirement plan Schedule: * 8 hour shift Application Question(s): * Dear candidate, Here's a situation that reflects a type of call that we may receive.
Please read it and then think about what other information you might need? What are some questions you might ask? How would you respond to how the person is feeling? "A woman calls 2-1-1 and tells you she will be evicted in two weeks.
She is unemployed and could not afford to pay rent.
She had been trying for months to find a new place but could not find anything appropriate nor could she pay first and last month’s rent or moving costs.
After a few months of being in arrears, the landlord has terminated her lease.
She had no friends or family in the area.
She has a three-year old child.
" Work Location: In person
• Phone : NA
• Location : 240 Cypress Street, Abilene, TX
• Post ID: 9057880412
