ATL311 Support Services Coordinator
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.
- Ability to exercise independent judgment when addressing complex situations.
- 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.
- Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
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
- Equal Opportunity Employer
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
