211 Call Specialist

HeartLine Inc•Oklahoma City, OK

17h•Remote

About The Position

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.

Requirements

High school diploma/GED required
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.

Nice To Haves

Bachelor’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.
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.

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.