Resource Center Specialist/Call Center Representative
About The Position
The Resource Center Specialist provides critical information, assessment, referral, and crisis intervention services through remote operations. This role serves individuals seeking assistance via the 211 system by assessing needs, providing emotional support, evaluating suicide risk, developing safety plans, and delivering appropriate referrals and crisis interventions through approved communication platforms (phone, text, and email). This position requires strong crisis intervention skills, flexibility, broad availability, and strict adherence to confidentiality, performance, and remote work standards in alignment with agency policies and mission.
Requirements
- High School Diploma or equivalent required
- Minimum of two (2) years of experience in customer service, social work, human services, or a related field required.
- Ability to establish rapport and communicate effectively with callers and staff using remote communication platforms.
- Demonstrated empathy, compassion, and a nonjudgmental approach when assisting individuals in distress.
- Strong ability to maintain confidentiality and handle sensitive information professionally in a remote setting.
- Proficiency with computer systems, databases, and remote communication tools.
- Strong organizational and time-management skills with the ability to work independently.
- Ability to present a professional demeanor during all virtual and audio interactions.
- Reliable attendance and punctuality required.
- Availability to work holidays, weekends, and overnight shifts as scheduled.
- Continued employment is contingent upon successful completion of all required training, certifications, and recurrent training obligations.
- Local and national background clearance required.
Nice To Haves
- Associate degree preferred.
- Familiarity with community resources preferred.
- Bilingual (English/Spanish or English/Creole) is a plus.
Responsibilities
- Assess the needs of callers seeking 211 assistance and provide para-professional counseling, information and referral services, crisis intervention, suicide de-escalation, and linkage services in accordance with 211 guidelines.
- Deliver high-quality, empathetic, and supportive service using active listening, problem-solving, and de-escalation techniques.
- Assess suicide risk and respond appropriately by following all agency policies, protocols, and procedures.
- Provide accurate, timely information and referrals to appropriate community resources.
- Accurately document all client interactions using approved 211 software and systems in compliance with agency standards.
- Identify the need for additional 211 advocacy services and make referrals to internal programs when appropriate.
- Conduct follow-up with designated at-risk callers to assess outcomes and ensure continuity of care.
- Complete follow-up and advocacy services related to Crisis Counseling Program (CCP) calls as assigned.
- Maintain availability for on-call coverage as required.
- Attend all required staff meetings, trainings, in-services, and conferences (virtual and in-person), and maintain all annual and ongoing training requirements.
- Perform other duties as assigned.
Benefits
- Health, Dental, Vision, Life Insurance, Employee Assistance Program, Paid Time Off, 403(b).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
