211 Call Specialist
Job Summary:
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 the principles of active listening.
•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.
Education and Experience:
•High school diploma/GED required, Bachelor’s degree in social work, sociology or related field preferred. Equivalent combination of education and experience will be considered.
•Ability to effectively assess client needs and show sensitivity to issues presented by contacts.
•Ability to communicate orally and in writing.
•Ability to work in a high paced contact center.
•One year experience in contact center, crisis hotline or information and referral service preferred.
•Ability to work in multiple client management databases.
•Bilingual English - Spanish Speaking Preferred.
•Experience with 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 within3 years of employment.
Physical Demands:
Physical demands include sitting for extended periods of time, bending, occasional lifting of items weighing up to approximately 25 pounds, regularly moving throughout the building, regular use of standard office equipment such as the headset and computer. Demands also involve protracted concentration. Reliable transportation is required. Job involves frequent interactions with internal and external customers, and routinely intense public contact.
Work Environment:
HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. There are opportunities for participation, challenge, and broadening experiences.
HeartLine employees are expected to work their shifts at the office located in Oklahoma City. The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.