CONTACT CENTER AGENT 1

Inland Southern California 211•Fresno, CA

19h•$20 - $25•Hybrid

About The Position

The 211 Contact Center connects over 200,000 calls annually to expert, caring help with health and human services in Riverside, San Bernardino, Fresno and Madera counties. 211 is the most comprehensive source of information about local resources and services in the country. We are the boots on the ground, the local experts who make finding help easier, 24 hours a day, 7 days a week, 365 days a year. Community Resource Advisors (CRAs) are a passionate team of over 20 people who respond to local community requests for health and human services. As a CRA, you have a unique opportunity to build social sector experience and advanced customer service skills while providing the best quality service to improve lives. Specialized ongoing training equips CRAs with skills, knowledge, and tools to be successful in this position and beyond. CRAs are the frontline of information and referral for community members who need help with housing, food, utilities, childcare, transportation, healthcare, and other needs. This position serves Fresno and Madera counties. Candidates must reside in Fresno or Madera counties, or in an adjacent community, and possess knowledge of local community needs and resources. The position is Hybrid in Fresno, CA. As an employee of Inland SoCal 211+, this position may require occasional travel to Riverside, CA, for training or other purposes. Local travel in Fresno and Madera counties may be required to attend in-person activities at partner locations. Join a powerful team of changemakers!

Requirements

High School Diploma, GED, or High School Equivalency with 2 years of experience in a relevant field with demonstrated results and progressive responsibility; OR Bachelor’s or Associate’s degree in health or human services such as social work, human services, sociology, psychology, public health, or a related field with 1 year of relevant experience. Completion of ISC211+’s Careers Cohort may be substituted for education/experience.
Strong computer skills and competence in Microsoft Office environment.
Strong private internet connection when working remotely.
Ability to complete crisis and suicide training within 90 days of hire.
Willingness to become InformUSA Certified within 1 year of qualifying for certification.
Commitment to attending in-person requirements such as working in-office when required for training or quality assurance and attending organizational gatherings.
Ability and commitment to using a trauma-informed and equity lens while empathetically responding to the interconnectedness of barriers experienced by participants.
Demonstrate effective verbal and written communication skills, including but not limited to active listening and the ability to adapt communication style to the audience (e.g., colleague, client,
Live in or nearby Fresno or Madera counties.
Knowledge of local community needs and resources in Fresno and Madera.
Willingness and ability to complete occasional travel to the Riverside area.

Nice To Haves

Call center or customer service experience.
Social service experience at an organization serving people experiencing housing instability, homelessness, food insecurity, or other needs related to low income.
Applicants who share lived experience with the communities and populations we serve are strongly encouraged to apply.

Responsibilities

Assist community members by answering incoming calls, texts, chats, and emails efficiently according to established standards, providing community members receive high quality service and ensuring that caller data is collected and entered accurately into the database.
Assess caller needs, screen eligibility, and identify and refer appropriate resources.
Assist callers with enrollment services and any social service needs, using motivational interviewing techniques to understand their immediate expressed needs as well as unexpressed needs that require further identification.
Answer calls involving mental health crisis and suicidality. (CRAs receive specialized training and support before they start to take these calls.)
Proactively identify and report resource issues, such as inaccurate or unavailable information, or call script or other tool issues, using 211 protocols.
Conduct follow-up surveys with callers to determine referral effectiveness and outcomes, customer satisfaction, and other support needs.
Maintain performance level requirements and learn through various methods to maintain appropriate knowledge of programs and services.
Participate in onboarding and ongoing training, department and organizational huddles and in-person gatherings, and monthly Quality Assurance sessions to ensure service quality and continuous improvement.
Attend in-person activities at partner locations in Fresno and Madera counties, develop and maintain positive relationships with local partners, and participate in occasional travel locally or to other areas as needed.
Respond promptly and professionally to inquiries and supervision at Inland SoCal 211+ and, if applicable, our partner United Way of Fresno & Madera Counties.
The 211 Contact Center operates 24/7/365, and staff must be available to work nights, weekends, and holidays. Shifts may be rotated as needed to ensure quality of service.