Helpline Specialist

SOCIETY OF ST VINCENT DE PAUL COUNCIL OF SEATTLE-KING COUNTY•Seattle, WA

14h•$22 - $24

About The Position

This position supports SVdP’s entire mission by advocating for our neighbors and providing a compassionate, respectful response to calls for help by assessing and connecting our neighbors to available assistance programs. It requires the individual to have the versatility and the capacity to work effectively across multiple SVdP departments, and to be able to communicate well with people from a wide variety of cultural backgrounds.

Requirements

Associate's degree (AA or equivalent) from two-year College or technical school preferred; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Experience in social work or volunteer work is preferred.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to listen patiently, to understand clients whose native language may not be English, and to formulate and ask appropriate clarification questions to be sure that communication has been effective.
Ability to accurately record addresses, and to use Google Maps and printed wall map to locate any address in King County.
Ability to detect and correct misspellings, wrong street types (e.g. Ave. vs. St.), wrong directional indicators (SW, SE, N, etc.), and incorrect zip codes to ensure that the correct client location is identified.
Understanding of points of the compass and ability to use NE, SE, SW, etc. to rapidly narrow down a map search.
Proficiency with Microsoft Access data entry, Outlook email, Google Maps and internet searches required.
Proficiency with Microsoft Word is an advantage.

Nice To Haves

Competence in Spanish, Russian, Vietnamese, Somali, Amharic, Cantonese, Mandarin, Burmese or Tigrinya is a plus.

Responsibilities

Thoughtfully and skillfully answer and manage client calls for assistance.
Locate the caller’s geographical location on a map.
Document name, date of birth, family size, address, and relevant facts in regard to a person's situation and needs.
Enter information into the database accurately while interviewing, listening and assessing the neighbor’s needs and using a computer and cloud-based phone system.
Refer the caller to the appropriate SVDP volunteer group.
Triage incoming neighbor phone calls from individuals in distress while responding with both compassion and skill, and by making an accurate assessment and referral to our SVdP assistance programs, and/or other agencies.
Actively work with the Helpline Supervisor, Vincentian Support, Case Management and Centro Rendu teams by sharing essential information, engaging in trainings, and problem solving as needed.
Offer reliable referrals to other community resources, advocate for neighbors and follow up on referrals.
Work in collaboration with all agency departments to strengthen the mission and objectives of SVdP.
Serve as a proactive and a reliable team player; perform other duties as directed by the supervisor.
Assist in problem solving neighbor and SVdP volunteer group conflict by listening to both sides of the story and giving honest feedback in the process as they work toward resolution.
Answer and properly manage client calls for assistance.
Locate callers geographical location; find the appropriate Conference; interview clients via phone to gather relevant information; access and record appropriate information in the client database; offer referrals to other community resources.
Send out client requests by telephone, fax, or e-mail by end of the day, as directed by the manager.
Understand and respect the client’s right to confidentiality with regard to their private information.
Work within the framework of the Society’s mission and objectives