211 Program Specialist I

Solari•Tempe, AZ

2d•Remote

About The Position

The 211 Program Specialist responds to calls from the community, identifies needs, and provides appropriate follow-up and resources. The 211 Program Specialist ensures successful connections to resources in a timely manner through the provision of Virtual Case Management. Responsible for documenting identified needs, referrals, and outcomes.

Requirements

Critical thinking; effective decision making.
Strong organizational and effective communication and interpersonal skills
Excellent customer service skills
Effective listening skills
Strong knowledge of resources and systems with emphasis on mental health, employment, education, occupational training, housing, counseling, healthcare, justice/legal support, etc.
Technology skills: Microsoft Office Suite, social media navigation, and Electronic Health Records (EHR).
Ability to act professionally and maintain appropriate boundaries with clients and staff.
Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional, and leadership growth.
0-2 years of experience in the field: health and human services, public health, or healthcare
GED/High School Diploma
Wireless (Wi-Fi) connections are not permitted for this position; you must be connected to your home internet modem/router with ethernet cabling (Cat5e or better—this can be provided to staff as needed).
Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency.

Nice To Haves

Bilingual Spanish is preferred.
Call Center experience is highly desirable and preferred.

Responsibilities

Deliver high-quality, confidential, phone-based information, referral, and advocacy services for health and social needs across multiple lines of business under the 211 umbrella. This involves identifying the callers' needs, developing a plan, and connecting them to appropriate community resources, as well as following up with callers and community partners to ensure successful outcomes.
Document unmet needs to assist in the identification of gaps in services that can be addressed through 2-1-1 data reporting.
Accurately document all customer interactions using web-based computer software systems.
Always utilize recognized professional & agency standards. Maintain professionalism and confidentiality in working with sensitive client information.
Demonstrates an understanding of social services and community resources in Arizona.
Adhere to the 211 call center policy and procedures.
Perform other duties as assigned

Benefits

Friendly work environment
Generous paid time off (PTO)
Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
Competitive compensation
Convenient office locations and Hybrid Schedule
On-site fitness room free to all employees (Tempe Office)
Basic Life Insurance
Voluntary Life, Spouse, Child Insurance
Critical Illness w/free dependents
Critical Illness Spouse
Short Term & Long Term Disability- Starts first of the month after 90 days of employment
401K & 401K Roth - Starts first of the month after 90 days of employment
United Pet Care
LifeLock for identity theft
LYRA EAP Program- 25 free sessions for mental health per family member