Resource Center Specialist

211 Palm Beach Treasure Coast Inc•Lantana, FL

3d•$18 - $21•Hybrid

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.
Meet the same job duties, productivity standards, attendance requirements, and performance expectations as on-site Resource Center Specialists.
Perform all work from an agency-approved, private, enclosed workspace that meets confidentiality, HIPAA, safety, and quality standards.
Ensure no other individuals are present in the workspace during scheduled work hours and that the environment is free from distractions, background noise, and exposure of confidential information.
Use only agency-issued equipment and approved systems to perform job duties.
Maintain reliable, high-speed internet connectivity and immediately notify supervision of any service disruptions.
Remain fully engaged during scheduled work hours and refrain from providing childcare, eldercare, or performing household tasks while working.
Comply with all monitoring, call recording, quality assurance, documentation, and performance management requirements.

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.