Resource Center Specialist

211 Palm Beach Treasure Coast Inc•Lantana, FL

5d•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 role serves individuals experiencing a range of crisis situations, including trauma, abuse, violence, sexual assault, mental health concerns, and suicide. Specialists assess needs and suicide risk, develop safety plans, provide de-escalation and counseling, and connect individuals with appropriate community resources and services. The position 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 nesting period, together lasting approximately 6–8 weeks. Training is scheduled to start January 4, 2027. The position will initially be based at a temporary Delray Beach location for approximately 12–18 months before relocating to a newly constructed building in Lantana. After training and nesting, schedules at the temporary location may be hybrid, with approximately two remote days per week, subject to agency approval and remote-work requirements. This is a 24/7 operation; shifts are assigned based on availability and coverage needs and include one weekend day. Availability for holidays, weekends, and overnight shifts is required as scheduled.

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.
Demonstrated 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.
Ability to present a 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 is required for continued employment.
For remote work, work must be performed in an agency-approved, private, enclosed workspace meeting confidentiality, HIPAA, safety, and quality standards, with no other individuals present and no distractions or exposure of confidential information.
For remote work, use only agency-issued equipment and approved systems, maintain reliable high-speed internet, and notify supervision immediately of service disruptions.
During remote work hours, remain engaged and do not provide childcare or eldercare or perform household tasks.
Comply with monitoring, call recording, quality assurance, documentation, and performance management requirements.

Nice To Haves

Associate degree.
Familiarity with community resources.
Bilingual English/Spanish or English/Creole language skills.

Responsibilities

Assess the needs of people seeking 211 assistance and provide para-professional counseling, information and referral, 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 and 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 additional 211 advocacy services are needed and refer individuals 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.