Resource Center Specialist

211 Palm Beach Treasure Coast Inc•Lantana, FL

7d•$18 - $21•Hybrid

About The Position

The Resource Center Specialist provides information, assessment, referral, emotional support, and crisis intervention to people seeking assistance through approved communication platforms, including phone, text, and email. The specialist assesses needs and suicide risk, develops safety plans, and connects individuals with suitable resources and services. The role supports people facing a range of crises, including trauma, abuse, violence, sexual assault, mental health concerns, and suicide. It requires strong crisis intervention and communication skills, flexibility, broad availability, and strict adherence to confidentiality, performance standards, and agency policies. The role begins with a comprehensive training program, followed by a structured on-the-job nesting period. Together, training and nesting may last approximately 6–8 weeks. After training and nesting, while the position is based at the temporary Delray Beach location, schedules may include approximately two remote workdays per week, subject to agency requirements and approval. The position is based in Delray Beach for approximately 12–18 months before relocating to the agency’s newly constructed building in Lantana. This is a 24/7 operation. Shifts are assigned according to availability and coverage needs, and include a weekend day. Availability to work holidays, weekends, and overnight shifts as scheduled is required. Continued employment depends on successful completion of required training, certifications, and recurrent training obligations.

Requirements

High school diploma or equivalent.
At least two years of experience in customer service, social work, human services, or a related field.
Ability to establish rapport and communicate effectively with callers and staff using remote communication platforms.
Empathy, compassion, and a nonjudgmental approach when assisting people in distress.
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, including the ability to work independently.
Professional demeanor during virtual and audio interactions.
Reliable attendance and punctuality.
Availability to work holidays, weekends, and overnight shifts as scheduled.
Successful completion of required training, certifications, and recurrent training obligations as a condition of continued employment.
For remote work, ability to work from an agency-approved, private, enclosed workspace meeting confidentiality, HIPAA, safety, and quality standards; ensure no other individuals are present and minimize distractions and background noise; use agency-issued equipment and approved systems; maintain reliable high-speed internet and promptly report service disruptions; remain engaged during work hours without providing care or doing household tasks; and comply with monitoring, call recording, quality assurance, documentation, and performance management requirements.

Nice To Haves

Associate degree.
Familiarity with community resources.
Bilingual in English and Spanish or English and Creole; additional language skills may qualify for higher pay.

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.
Provide empathetic, supportive service using active listening, problem-solving, and de-escalation techniques.
Assess suicide risk and respond according to agency policies, protocols, and procedures.
Provide accurate, timely information and referrals to appropriate community resources.
Document client interactions accurately in approved 211 software and systems, in compliance with agency standards.
Identify when callers need additional 211 advocacy services and refer them to internal programs when appropriate.
Follow up with designated at-risk callers to assess outcomes and support continuity of care.
Complete assigned follow-up and advocacy services related to Crisis Counseling Program (CCP) calls.
Attend required staff meetings, trainings, in-services, and conferences, both virtual and in person, and maintain annual and ongoing training requirements.
Perform other duties as assigned.