Community Connector

Goodwill of the Finger Lakes•Rochester, NY

3d•$0 - $18•Hybrid

About The Position

A Community Connector is a client-focused position responsible for providing an assessment, problem solving and referral assistance for clients with complicated needs. A successful Community Connector uses empathy, advocacy, and cultural competence to help clients access the services needed to build and sustain healthy lives. This position requires a creative intellectual with critical thinking skills and a desire to help those in need. Under the general supervision of the 211/LIFE LINE Supervisor, handles incoming contacts to the contact center on various assigned information & referral and customer service contracts: answering all contacts, collecting and documenting all required data and offering all applicable resources and referrals to clients.

Requirements

Candidate required to obtain AIRS Certified Information & Referral Specialist status, and maintain certification through attending trainings and reading industry materials.
Must obtain these certification within 2 years of eligibility (following AIRS eligibility criteria).
Maintenance of certification through employment required.
Associates Degree in related field.
One-year experience in customer service and/or Call Center industry.
Or an equivalent combination of education and experience.
Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems.
Able to troubleshoot basic technical issues.
Adaptable and able to move with change while maintaining a positive attitude.
Excellent interpersonal skills: Diplomatic, team-oriented approach.
Self-directed to take initiative in follow-up and resolution of daily issues.
Innovative, forward thinker – able to think outside the box.

Nice To Haves

Experience with softphone and software systems commonly used for Contact Center applications a plus.

Responsibilities

Perform in-depth screening for community programs for the purpose of educating, navigating, and connecting clients with needed services.
Answer all assigned contacts (phone, chat, text); identify and accurately refer clients to appropriate community resources which may address the client’s additional health and social needs.
Use active listening skills and conversational intent to: develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy and be non-judgmental and neutral in handing all contacts.
Must be able to maintain strict confidentiality of sensitive information.
Utilize prescribed software to accurately document all client interactions.
Obtain and document all required data according to established policy, protocol and procedure to assist in the identification of gaps in services that can be addressed.
Must be available to work rotating shifts including nights and weekends and be flexible to backfill shifts as necessary.
Attend and participate actively in all required in-service and other department meetings.
Conduct consumer satisfaction surveys and follow up accordingly.
Keep all activities in line with the core values and contribute to the positive culture of Goodwill of the Finger Lakes.
Contributes to the overall effectiveness of the 211/LIFE LINE Program by completing all other tasks as assigned.