Helene Resource Center Representative

Buncombe County•Asheville, NC

5d•$20 - $23

About The Position

The Helene Resource Center Representative assists individuals affected by Tropical Storm Helene in accessing vital disaster resources and support, whether they walk in to the Helene Resource Center or call the One Buncombe Call Center. Purpose of the position: The purpose of this position is to provide administrative support to ensure efficient operations of a program, or department. This is a grant-funded position and will end on June 30, 2026 unless extended. This position has specific benefits as allowed by County policy.

Requirements

High School diploma or equivalent and four (4) years of customer service/office experience; or an equivalent combination of education and experience.
Knowledge of general office or work unit procedures, methods, and practices.
Knowledge of and ability to use correct grammar, vocabulary, spelling, and office terminology to compose and/or proofread correspondence, reports, and other materials.
Knowledge of all services provided by programs within the division and the policies and procedures that govern the work of the division.
Ability to be resourceful and use sound judgment in gathering and giving information and coordinating and monitoring office activity and workflow.
Ability to record and compile information with tedious attention to detail.
Ability to learn and independently apply laws, departmental rules, and regulations.
Ability to learn office process and procedures and apply this knowledge in problem-solving and responding to questions and inquiries.
Ability to use judgment in coordinating and monitoring office procedures and workflow.
Ability to use courtesy and tact in performing public contact and communication duties that may be sensitive in nature.
Ability to schedule and coordinate a variety of appointments, meetings and/or conferences.

Responsibilities

Internal and external customer service; answer phones, provide information, and take messages.
Respond to inbound and outbound disaster-related calls, helping with housing, financial aid, disaster relief programs, and other available disaster recovery resources.
Provide accurate details about available resources, programs, and services for hurricane survivors.
Assist residents in filling out online forms to report disaster damage.
Solve problems and complaints quickly and efficiently. If the issue is complex, pass it on to a supervisor or specialist.
Follow up with residents to make sure their issues are fully resolved.
Establish and maintain detailed records of all calls, including the topics discussed and any follow-up needed.
Attend regular meetings to stay updated on recovery efforts and share feedback to improve processes and services.
Coordinate with state and federal disaster case management and support programs.
Connect One Buncombe Call Center callers to the appropriate County resources outside of disaster recovery.
Perform other disaster recovery related duties as assigned.