Community Resource Specialist (PT, 3rd shift)

IMPACT • Milwaukee, WI

3d • Hybrid

About The Position

IMPACT is a nonprofit organization serving Southeastern Wisconsin since 1960. Its IMPACT 211 Contact Center operates 24/7/365. The Community Resource Specialist provides support to IMPACT and its external customers by answering incoming calls, chats, and texts to IMPACT 211 and its tie-in agencies. The role provides problem assessment, problem solving, information and referral, crisis intervention when necessary, and help developing action plans for customers with family, health, and social service needs.

The position is part-time, hybrid, and assigned to third shift. Training takes place during the first 60–90 days on first or second shift. During Phase 2 of training, the schedule alternates between Thursday and Saturday, 11 p.m.–6 a.m., one week, and Sunday and Friday, 11 p.m.–6 a.m., the next week, for 13–15 hours per week. Applicants must reside in Wisconsin.

Requirements

• High school diploma, GED, or higher.
• Obtain Inform USA certification within 90 days of eligibility.
• At least one year of customer service experience.
• Computer proficiency.
• Reside in the State of Wisconsin.
• Exceptional internal and external customer service skills.
• Ability to work effectively in a team-oriented environment.
• Exceptional verbal and written communication skills.
• Good judgment, problem-solving, and decision-making skills.
• Cultural competency to work effectively with diverse customers and staff.
• Ability to respond effectively to a variety of social service needs and adapt to ongoing program changes.
• Dedication to problem solving and empowering others; solutions-oriented approach and ability to multitask.
• Professionalism, reliability, and interest in personal growth and development.

Nice To Haves

• Bilingual ability.
• Customer service experience in the social service field.
• Inbound call center experience.

Responsibilities

• Provide assessment, problem solving, information and referral, and crisis intervention when necessary in an empathetic and nonjudgmental manner.
• Assist customers in developing an action plan.
• Ask customers for permission to conduct a Customer Satisfaction Survey during the initial call.
• Accurately document customer contacts in a computerized database and by other means.
• Advocate for customers who are experiencing difficulties or need support to contact agencies, programs, or groups effectively.
• Participate in ongoing training and staff meetings.
• Stay informed about and demonstrate knowledge of special service programs.
• Adapt to necessary changes and work varying schedules.
• Ensure compliance with applicable federal, state, and local laws regarding client confidentiality.
• Actively participate in and support organizational initiatives.
• Answer incoming IMPACT 211 and tie-in agency calls, chats, and texts.

Benefits

• Monthly attendance bonuses.
• Employee Assistance Program offering 24/7 resources for employees and family members for personal, financial, emotional, and legal issues, at no cost to the employee.
• Voluntary supplemental insurance through AFLAC.
• 401(k) plan eligibility after six months of service and 500 hours.
• Time-and-a-half pay for hours worked on IMPACT-observed holidays.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED