Community Resource Specialist (PT, 3rd shift)

IMPACT Inc • West Allis, WI

12d • Hybrid

About The Position

IMPACT, a nonprofit serving Southeastern Wisconsin since 1960, is hiring a part-time, third-shift Community Resource Specialist for its IMPACT 211 team. IMPACT 211 is a contact center operating 24/7/365. The specialist supports IMPACT and its external customers by responding to calls, chats, and texts to the IMPACT 211 information and referral line and affiliated agencies. The role provides assessment, problem solving, information and referral, crisis intervention when needed, and help developing action plans addressing family, health, and social service needs. The specialist is expected to demonstrate customer service, community focus, collaboration, compassion, integrity, and expertise. The role is hybrid and requires residence in Wisconsin. 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.

Requirements

• High school diploma, GED, or higher.
• Obtain Inform USA certification within 90 days from the date of eligibility.
• At least one year of customer service experience.
• Computer proficiency.
• Reside in the State of Wisconsin.
• Exceptional customer service skills, internally and externally.
• 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 skills to work effectively with diverse customers and staff.
• Ability to respond effectively to a variety of social service needs.
• Ability to adapt to and apply ongoing program development changes.
• Dedication to problem solving and empowering others.
• Solutions-oriented, with the ability to multitask.
• Professionalism and reliability.
• 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 have difficulty or lack the ability to make effective contacts with agencies, programs, or groups.
• Participate in ongoing training and staff meetings.
• Stay informed about and demonstrate knowledge of special service programs.
• Work effectively and adapt to ongoing changes.
• Work varying schedules.
• Ensure compliance with applicable federal, state, and local laws concerning client confidentiality.
• Actively participate in and support organizational initiatives.
• Answer calls, chats, and texts to the IMPACT 211 information and referral line and affiliated agencies.

Benefits

• Monthly attendance bonuses.
• Employee Assistance Program providing 24/7 resources for employees and their families for personal, financial, emotional, and legal issues at no cost to the employee.
• AFLAC supplemental insurance available through voluntary employee contributions.
• 401(k) plan, with eligibility after six months of service and 500 hours.
• Time-and-a-half pay for hours worked on any of IMPACT's 11 observed holidays.

What This Job Offers

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