211 Phone Representative (Remote - MUST ALREADY LIVE in the Tampa Bay area, FL)

First Contact•Clearwater, FL

2d•$20•Remote

About The Position

To provide facilitative counseling, crisis intervention, and information and referral services on health and human services programs in response to requests from clients in need, providing them with appropriate resources and advocating on the consumer’s behalf.

Requirements

Excellent verbal communication, customer service, and time management skills
Ability to read and interpret documents. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients or members of the community. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization
Ability to add, subtract, multiply, and divide. Ability to problem solve and manage a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Strong data entry skills
Proficient in personal computer skills, including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc.
Ability to handle multiple tasks simultaneously
Associate’s Degree or equivalent from a two-year college or equivalent combination of education and experience required.
One year of related experience required.
Health and Human Services background required.
Level II Background Screen
Valid State of Florida Driver’s License
MUST ALREADY LIVE in the Tampa Bay area, FL

Nice To Haves

Bachelor’s Degree from a four-year college or university preferred.
AIRS I & R, CIRCS-A on Aging Certification preferred; must acquire certification within two years of employment
Health and human services and/or experience handling crisis phone calls/chat/text background preferred
One year or more of related crisis, mental health, or substance abuse experience is preferred
Experience handling crisis phone calls is preferred.
Above-average computer skills preferred.

Responsibilities

Answer incoming calls to facilitate intake, assessment, and referral services to clients.
Provide facilitative counseling and crisis intervention services to clients.
Talk with Imminent Risk clients and de-escalate, screen, safety plan, and reduce lethal means during the conversation.
Provide referrals, deploy mobile crisis units, and engage law enforcement in active rescue, as needed.
Provide advocacy for clients as needed through interacting and communicating with other agencies as necessary on behalf of the client.
Refer callers in need to a variety of services to include childcare resources, financial, healthcare resources, mental health counseling agencies, legal aid, housing, homeless shelters, disability related needs, veteran needs, etc.
Access, retrieve, and input information into the database platform for 211 TBC on the network.
Participate in quality review of Call Center Operations
Serve and participate in meetings, committees, community activities, and outreach events as required
Participate in proactive team efforts to achieve departmental and company goals
Follow all the organization’s policies, practices, and procedures