211 Call Specialist

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.

• 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