ATL311 Support Services Coordinator

City of Atlanta • Atlanta, GA

6d • Onsite

About The Position

Under general supervision of the ATL311 Supportive Services Portfolio Manager, a Support Services Coordinator provides a broad range of customer service support under the Supportive Services Team. The Supportive Services team partnered with Policing Alternatives and Diversion Initiative (PAD) for a Community Referrals program. The purpose of the Community Referrals program is to provide residents the option of reporting non-emergency areas of concern related to substance abuse, mental health, and/or poverty with the Supportive Services team serving as the non-emergency point of contact for these calls.

Requirements

• Strong analytical and problem-solving skills, along with the ability to exercise independent judgment when addressing complex situations.
• Demonstrates empathy, sound judgment, courtesy, and tact when communicating with customers, colleagues, and community partners.
• Ability to work various shifts.
• Strong business writing and written and oral communication skills.
• Strong computer skills, including proficiency in Microsoft Office.
• Associates Degree in a human service-related field (Additional years of experience may be considered as a substitute for the required degree on an exceptional basis, with a minimum of five (5) years of professional related experience).
• Three (3) to Five (5) years human service experience, preferably in a Contact Center.

Nice To Haves

• Extensive knowledge of human service-related concerns and community resources is preferred.
• Five (5) years human service experience, preferably in a Contact Center.
• Spanish a plus.
• 3 years’ experience in Municipal government.
• Intermediate to advance experience using Microsoft Suite, and SharePoint CRM application.
• Vast knowledge of diversion programs, shelters, and crisis response teams.

Responsibilities

• Assessing community referrals and coordinating timely responses and outreach requests with partnering agencies.
• Works collaboratively with social service and human service organizations to connect customers with appropriate resources and support.
• Handling customer call back requests when first call resolution (FCR) was not plausible.
• Processing inbound community referrals, making outbound calls, and providing timely follow-up and resolution to address customer needs.
• Follows standardized procedures and written instructions to accomplish assigned tasks and adheres to organizational policies and procedures.

Benefits

• The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree