Veterans Outreach and Training Specialist

Description

Job Title: Veterans Outreach and Training Specialist

Type: Full-Time/Non-exempt

Schedule: Mon - Fri 9 am - 5 pm; 37.5 hours per week

Reports to: Director of Essential Services

Payrate: $31.04/hr. + $1/hr. language differential for bilingual English/Spanish.

Location: Hybrid; Seattle WA Call Center

Union Representation: Represented by OPEIU 

Duration: We believe we have secure funding for this role through the end of 2025. For our purposes it will be considered a permanent, full-time role that is fully benefitted and subject to all of the terms of our other positions. Transparent and open conversations may occur in the future regarding funding for 211 in the state of WA that may potentially be different for 2026 which may lead to potential changes to the delivery of this service to the community as a result.    

Please note: This position will entail some required travel within King County (potentially outside on rare occasions), and work on weekends/after hours is required.

PROGRAM SUMMARY:

Our Mission at Crisis Connections is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support. If you want to help others through difficult times by taking back-to-back daily calls from vulnerable populations and attending community events, we would love to have you apply for our Veterans Outreach & Training Specialist position.

POSITION SUMMARY:
The King County 211 Veterans Outreach & Training Specialist first and foremost takes back-to-back daily calls from vulnerable clients (not just veterans) seeking essential resources. This Specialist also aids in the development of veterans-specific outreach materials, performs tasks to meet programmatic contractual requirements, develops relationships with veterans-serving agencies and clients at veteran-focused community events, assists with training Information & Referral (I&R) Specialists on veterans-related information, and performs other tasks and duties as assigned.

The King County 211 Veterans Outreach & Training Specialist is reliable, organized and compassionate. Specialists are flexible problem-solvers who are eager to learn, willing to listen to callers and happy to help those in need. 

REQUIRED SKILLS AND QUALIFICATIONS:

Contact center work at Crisis Connections requires resilience in the face of consistent difficult conversations with a wide variety of populations as well as strict adherence to highly regimented schedules. 

· Veterans, service members and their families are encouraged to apply!

· Must have experience in a contact center environment.

· Must be reliable and lead by example.

· Flexible, fast learner unafraid to ask questions.

· Proven ability to work in a structured setting where punctuality, regular attendance and a positive attitude are essential.

· Problem-solver with a positive attitude and desire to learn and help others!

· Excellent communication skills, including ability to address difficult situations with patience and objectivity.

· Thrive in a fast-paced environment where attention to detail is crucial.

· Excellent working understanding of modern technology with ability to troubleshoot common issues.

JOB DUTIES AND RESPONSIBILITIES:

· Majority of time will be spent taking 211 Information & Referral calls (serving all 211 clients)

· Organizing materials & attending in-person community events

· Developing relationships with veteran-serving organizations

· Confirming available resources for King County veterans

King County 211

We are a busy contact center (no sales, telemarketing or debt collection) serving King County residents seeking health and human services. We work with vulnerable populations to provide information and referrals to a variety of resources including (but not limited to) food, rent, utility, legal, health and employment services. You will help foster a supportive, team-focused environment that provides a unique opportunity for growth and professional development.
 

King County 211 is open Monday through Friday, 9am-5pm. Scheduling flexibility outside of these hours and on weekends is required as needed to attend community events.

Requirements

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.?

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

MS Office Skills Assessment: Candidates to this role will be required to complete an MS Office Skills Assessment to measure their ability to use MS Office tools such as PowerPoint, Word, and Excel.

Technology Requirements:

Smart phone with ability to download and use Multi-factor Authentication (MFA) application.

Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.?

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.

• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor
• Voluntary Benefits
• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan
• Gym classes

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.