Adult Emergency Financial Assistance Specialist (Remote - MUST ALREADY LIVE in the Tampa Bay area, F

Position Summary:
 To provide information and referral services on health services programs in response to requests from clients without minor children who are in need. This may include direct referrals, warm transfer of calls, and screenings in association with Pinellas County Human Services Individual Service Pool.

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs. 

• Efficiently handle incoming calls, emails, chats, and text messages to understand and identify needs. Help coordinate services to the most suitable service and provide comprehensive referral services following the established standards within department and agency procedures.


• Provide compassionate support to individuals facing mental health challenges, substance abuse, behavioral health issues, and trauma from sexual assault. Facilitate crisis intervention services and advocate for emergency service and wrap-around service connections when needed.


• Assess 2-1-1 inquirer needs for wrap-around services, navigation and/or referral services according to AIRS Standards.


• Request Pinellas County Human Services Individual Service Pool Services for 2-1-1 inquirers and provide supporting documentation as needed.


• Coordinate with internal programs and/or external partner agencies to facilitate and support service requests, offer advocacy services, and report any suspected cases of abuse or neglect.


• Provide advocacy for clients through interacting and communicating with other agencies on behalf of the client towards resolving situations.


• Conduct outbound follow-up calls for quality assurance, as needed.


• Access, retrieve and input information in the 211 database platform for each contact made.


• Participate in quality review of department operations.


• Participate in all team meeting and staff meetings.


• Serve and participate in meetings, committees, community activities and outreach events as required.


• Participate in proactive team efforts to achieve departmental and company goals.


• Provide compassionate support to individuals facing mental health challenges, substance abuse, behavioral health issues, and trauma from sexual assault. Facilitate crisis intervention services and advocate for emergency service and wrap-around service connections when needed.


• Adhere to all of the organization's policies, practices, and procedures, while effectively managing and sustaining performance to reach both departmental and company objectives.

Qualification/Requirements:

• Excellent verbal communication, customer service and time management skills.


• Ability to read and interpret documents.  Ability to write routine reports and correspondence.  Ability to respond to common inquiries or complaints from clients or members of the community.  Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization.


• Ability to add, subtract, multiply and divide.  Ability to problem solve and manage a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.


• Strong data entry skills.


• Proficient personal computer skills including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc..


• Ability to handle multiple tasks simultaneously.

Education/Training/Experience

• Bachelor’s Degree (B.A.) from four-year college or university; or one to two years related experience and/or training or equivalent combination of education and experience.


• Six months to one year of related experience required.


• AAS, ASIST, AIRS I & R, CIRCS-A on Aging Certification preferred; must acquire certification within two years of employment.


• Health and human services background preferred.


• Experience with federal, state and local government benefit programs preferred.


• Call center experience preferred.


• Bilingual (English/Spanish) preferred.

Physical Demands:  

Moderate physical activity performing somewhat strenuous daily activities of a primarily administrative nature.  Includes sitting and/or standing for extended periods of time with the ability to lift up to 10 lbs.

Manual dexterity sufficient to reach/handle items, works with the fingers and perceives attributes of objects and materials.  

Other:  

• Level II Background Screen


• Valid State of Florida Driver’s License