211 Call Specialist
Description: MUST RESIDE IN OKLAHOMA Answer inbound crisis and social service referral contacts via phone, text, chat and email in a 24/7 call center setting. 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. JOB RESPONSIBILITIES:
- Answer phone calls with an appropriate tone of voice, providing a caring and supportive voice.
- Answer chats, and texts 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.
- Identify line of business and log accordingly.
- Assess contact’s needs or situation using pertinent questions and follow protocol.
- Provide appropriate screenings for specialized programs or appointment setting.
- Advocate for clients when appropriate.
- Complete assessments for clients in high-risk situations.
- Access 2-1-1 database 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 including 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 with the team as needed.
- Ability to work alternative schedules.
- Perform other duties as assigned including, but not limited to, working alternative shifts and/or schedules.
- Ability to handle and manage stress due to scope and type of calls/texts that may be received.
Requirements:
- High school diploma/GED requiredBachelor’s degree in social work, sociology or related field preferred.
- One-year experience in contact center, crisis hotline or information and referral service preferred.
- Equivalent combination of education and experience will be considered
- Bilingual in English and Spanish preferred.
REQUIRED SKILLS AND ABILITIES:
- Ability to effectively assess client needs and show sensitivity to issues presented by contacts.
- Excellent communication skills
- Excellent computer literacy
- Self-starter
- Effective time management
- Ability to work in a high paced contact center.
- Ability to work in multiple client management databases.
- Proficiency in 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. Must achieve AIRS or CRS certification within 3 years of becoming eligible.
- Physically able to lift 20 pounds, bend/stoop
- Sit for long periods of time and talk on the telephone