IMPACT 211 Program Specialist

IMPACT Inc • West Allis, WI

23h • Hybrid

About The Position

IMPACT, a non-profit organization, offers a competitive pay with full benefits package for a FT, hybrid, Program Specialist in our IMPACT 211 program.
Since 1960, IMPACT has been serving Southeastern Wisconsin, helping people take the first step toward changing their life, for good. We assess and guide those experiencing personal crisis toward resources to achieve stability; and collaborate with community partners to foster system improvement.
Our role is critical. Critical conditions. Critical connections. Critical change.
We believe that the services we provide are enhanced when various groups of people with unique ideas come together. Applicants whose work incorporates a global perspective and a demonstrated commitment to various issues in human services are particularly encouraged to apply.
POSITION SUMMARY:
IMPACT 211 is our Contact Center, which operates 24/7/365. As a member of the IMPACT 211 team, the Program Specialist will provide quality professional services to internal IMPACT 211 administration. Implement IMPACT's philosophy of customer service, community focus, collaboration, compassion, integrity and expertise in the contact center and in the community. This position will have primary responsibility for preparing and organizing work schedules for employees to make sure that the required/appropriate number of personnel or staff are on duty in every given work period/shift. Additionally, this position will provide critical administrative support by creating internal and external reports and staff monitoring information.

Requirements

• Exceptional customer service skills, both internal and external.
• Ability to work effectively in a team-oriented environment.
• Demonstrated strong interpersonal skills to build positive working relationships with outside agencies and organizations.
• Excellent problem-solving skills.
• Exceptional verbal and written communication skills.
• Good judgment, problem solving and decision-making skills.
• Cultural competency skills to work effectively with diverse populations.
• Self-motivated and able to work with little supervision
• Demonstrated organizational and time management skills
• Certificate in appropriate field of study or equivalent work experience is required. Degree in related field desired.
• Inform USA certification within 90 days from date of eligibility
• Proven working experience in scheduling
• Solid organizational skills including attention to detail and multitasking skills
• Strong working knowledge and proficiency in Microsoft Office
• Social services or human services work environment exposure
• Ability to learn and integrate other computer-based programs
• Reside in the state of Wisconsin

Responsibilities

• Develop work schedules and allocate employees to different duties and/or shifts, to include reviewing time off requests with supervisors and approving requests in the system
• Schedule daily breaks and lunches
• Prepare and submit internal and external reports as required by the program for funding, contractual, and performance obligations
• Support the program in regularly monitoring quality assurance of contacts and documentation
• Verify unscheduled absences or tardiness (occurrences) and report to supervisory team
• Serves as an IMPACT 211 Leadership team member, providing administrative support to the team as directed by the program director.
• Complete the Community Resource Specialist and Resource Database Curator training and support the program with call handling when needed.
• Manage and update program training materials, to include the training schedule for new hires
• Responsible for protecting client confidentiality, adhering to all state/federal laws and regulations and HIPAA requirements.
• Protects against unauthorized access, modifications, destruction, and disclosure as defined by IMPACT and relevant federal, state, and local laws.
• Actively participate in and support the organization's initiatives.

Benefits

• Health insurance, Dental and Vision
• Flexible Spending - Employees can make pre-tax payroll deductions for medical and childcare expenses.
• Free Long Term Disability
• Free Life & AD&D
• Free Employee Assistance Program (EAP) - Offers 24/7 resources to employee and family for personal, financial, emotional, legal issues.
• AFLAC - IMPACT offers supplemental insurance on an employee voluntary contribution basis.
• 401(K) Plan - Eligibility is six (6) months of service and 500 hours.
• Paid Time Off (PTO) begins accruing with the first day of work. This time can be used after the initial 90-days.
• IMPACT observes (11) Holidays - New Year's Day, Dr Martin Luther King Jr Day, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day and New Year's Eve.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed