A Day in the Life:

The essential functions of this role are as follows: 

• Respond to individuals via phone to provide effective resource navigation.
• Utilize a comprehensive database to provide the caller with information and referrals that are accurate, appropriate, and confidential. 
• Maintain consistent data entry (demographics, assessments & referrals) adherent to center guidelines 
• Establish and maintain rapport by utilizing active listening skills, empathy, and well-developed assessment skills. 
• Conduct professional assessment to determine needs and identify solutions.  
• Provide advocacy for clients when needed by interacting with clients and human service agencies resolving problems and providing information. 
• Collaborate with case managers, healthcare providers, or other professionals to determine the most appropriate resource for individuals. 
• Use effective crisis intervention skills and suicide prevention tactics when responding to individuals who are in distress. 
• Meet or exceed all call metrics 
• Identify success stories and other opportunities that will build awareness of and confidence in the broad range of services that 2-1-1 provides.  
• Conduct Outcome Surveys, research agencies, and other projects as needed.  

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. 

What You'll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following:

• Actively and skillfully conceptualize, apply, analyze and/or evaluate information gathered from assessments.
• Excellent reading comprehension, listening, verbal, and written communication skills.
• Ability to maintain a positive, compassionate and professional attitude, even in times of stress. 
• Must have effective active listening and problem-solving skills.
• Knowledge of community, regional and state human and social service resources.
• Ability to multi-task in a fast-paced environment.
• Ability to perform with frequent interruptions and/or distractions.
• Must be able to adapt to and retain constantly changing information.
• Display initiative to take on additional projects and tasks.
• Must be willing and able to meet AIRS certification standards.
• Demonstrated personal computer skills with MS Office applications and other software applications.

A degree is not required. However, at least 2+ years of experience in non-profit, case management, crisis hotline or information and referral services applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Individuals should have the ability to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports: