I&R Specialist - Collaborative Environment

This I&R Specialist Position Features:
• Work For Mission Focused Organization
• Learning Opportunities
• Pay $16-17/hr

Purpose of Position:
I&R Specialists may be called upon to de-escalate stressful situations, as well as serve as the first point of contact for crisis calls including callers demonstrating suicidal ideology. Specialists may also be involved in follow up communications, intake for specialized programs or services, outbound calls, basic database maintenance and community outreach.

Key Responsibilities and Essential Functions:
• Provide exceptional customer service as the first POC with by linking community members with appropriate services and providing immediate crisis intervention as necessary.
• 100% compliance w/ policies and procedures
• Knowledge & compliance with Alliance of Information and Referral Systems (AIRS) requirements
• Maintain 85% quality and assurance (QA) average
• Establish clear and effective communication using good contact techniques and active listening in a non-judgmental way
• Accurately assess caller’s needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions
• Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller’s need(s)
• Help caller address any perceived barriers or challenges to getting assistance
• Offer honest information regarding services or programs that may not exist in our community. Discuss alternatives, if possible
• Use direct intervention and advocacy when needed as agreed to by the caller
• Conduct complete and accurate interviews and capture all required data into contact center software(s)
• Respect and maintain client confidentiality; follow all agency and program guidelines regarding confidentiality
• If a client is in a crisis, life-threatening or suicidal situation, assist the client to move from an emotional state to a cognitive state
• Demonstrate a willingness and ability to work with difficult callers or calls using accepted techniques and principles
• After proper Suicide Intervention/Prevention training, be able to answer suicide calls in addition to Information & Referral (I&R) calls
• Develop and practice individual self-care plans
• Follow up on referral cases or other inquires as needed
• Demonstrate a desire to improve with active and open participation in quality assurance program
• Completes required initial and ongoing training as needed
• Demonstrate a commitment to mission statement and Code of Ethics in all interactions with coworkers and constituents
• Expected to maintain an average score of 80% or greater on all individual performance metrics
• Perform other such duties as may be assigned by the supervisory team

Experience/Position Requirements:
• Ability to motivate people, a non-judgmental attitude, excellent interpersonal skills, and empathy
• HS diploma/GED required. Associate’s degree in a health and human services related field preferred OR minimum one-year experience in health and human service related field
• Inbound call exp. or prior I&R experience strongly preferred
• Proficiency in oral and written communication skills
• Demonstrated proficiency in the use of computer equipment, phones, various software programs and resource file
• Comfortable handling calls from a wide-range of people in crisis situations
• Ability to work effectively under stressful situations
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AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf