DIRECT INTERACTIONS INC

Role Description As a Citizens Surge Agent, you will be part of a specially trained support team prepared in advance to respond during periods of increased call volume, particularly during catastrophic events such as severe weather or large-scale loss incidents. Surge Agents are trained on Citizens’ systems, processes, and service expectations so they can be called upon when needed to support disaster response efforts. When activated, the surge team helps absorb high call demand, ensuring policyholders receive timely assistance and claims are handled efficiently during critical situations. - Handle incoming calls from Citizens policyholders. - Assist callers with questions, concerns, and claim-related inquiries. - Accurately document information and file First Notice of Loss (FNOL). - Navigate multiple systems to ensure each interaction is handled efficiently and thoroughly. - Take full ownership of each call, acting as an advocate for the customer. - Adhere to company policies, ethical standards, and information protection guidelines. Qualifications - Legally authorized to work in the United States. - High school diploma or equivalent required. - Must pass a background check. - Excellent verbal and written communication skills, including proper grammar, tone, articulation, and professionalism. - Strong listening skills with the ability to make participants feel heard, respected, and supported. - Ability to remain calm and composed under pressure while handling sensitive or challenging interactions with empathy. - Strong attention to detail with the ability to accurately document, organize, and process information efficiently. - Effective time management skills, with the ability to prioritize tasks, multitask, and navigate multiple systems simultaneously. - Demonstrated problem-solving skills and ability to think critically in a fast-paced environment. - Ability to work collaboratively in a team setting, including cooperation and shared problem-solving with colleagues. Requirements - Two or more years of customer service experience. - Call center experience. Preferred Qualifications - Bilingual in Spanish and English preferred. - Knowledge of Property/Casualty Insurance operations and common policy elements. Essential Functions - Model ethical behavior at all times while carrying out responsibilities. - Professionally and effectively respond to incoming calls from policyholders. - Address questions and concerns with care and accuracy. - Follow established procedures to file First Notices of Loss (FNOL). - Provide clear, informed responses to claim-related inquiries. - Serve as an advocate for the caller, ensuring their needs are fully understood and addressed. - Take full ownership of every call, managing it through to resolution. - Complete any necessary follow-up to ensure all promised actions are fulfilled. Training - Orientation: Wednesday May 6, 2026, Time: 12:00 pm EST (30 minute session). - Training: Thursday May 7, 2026, Time: 9:00 am EST to 6:00 pm EST (8 hour session). - Event Date: Friday May 8, 2026, Time: 9:30 am EST to 2:30 pm EST. - All training is paid (orientation and training). - You will be expected to work the entire event on Friday May 8, 2026, NO EXCEPTIONS. - YOU MUST ATTEND THE ENTIRE TRAINING AND THE LIVE EVENT TO REMAIN ACTIVE ON THIS SURGE TEAM. Pay Rate - $15.00 per hour. - $15.50 per hour (bilingual agent). - This is an IC position. - Pay is via Direct Deposit once per month on the 10th. Shifts This role is part of a mock deployment designed to simulate a real surge event. Candidates will receive live training on Thursday, May 7, 2026, to prepare them for handling incoming calls in a real-time environment. On Friday, participants will take mock calls as if they were actively supporting a live event, allowing them to apply their training in a realistic setting. Beyond Friday, there are no scheduled or guaranteed hours at this time. Surge Agents are only activated and assigned hours when a live event occurs. Technical Requirements - Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible. - Operating system – Windows 11; we no longer support Windows 10. - Your computer must have at least 8GB of RAM installed and a processor speed of 2.00GHz or higher. - At least 25 Mbps Download Speed. - At least 3 Mbps Upload Speed. - 200ms Latency, 50ms Jitter, 1% Packet Loss. - 4+ CPU Cores. - US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET. - High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet. - USB wired headset with noise-canceling microphone. - Must have an operational web cam. - Must have an operational smart phone. - A second monitor is not required, but strongly recommended. If you are selected, your offer is contingent upon successfully completing and passing a background check. There are NEVER any fees associated with applying or working for Direct Interactions. WE ARE NOT HIRING/CONTRACTING IN CALIFORNIA OR NEW YORK AT THIS TIME.

Role Description Direct Interactions is seeking an experienced and people-centered Case Manager Supervisor to lead a team of Case Managers supporting individuals on public benefits including SNAP and TANF, as they work toward sustainable employment and long-term self-sufficiency. The Case Manager Supervisor is responsible for the performance, development, and day-to-day effectiveness of a regional case management team, ensuring that participants receive high-quality, consistent, and compliant services in alignment with Direct Interactions' service model and Idaho's SNAP E&T program requirements. - Oversee team caseloads and participant progress, ensuring individuals are engaged, on track, and compliant with program requirements. - Supervise, coach, and support Case Managers in delivering high-quality services, including career planning, participant engagement, and barrier resolution. - Guide staff in developing and maintaining effective Individualized Career Plans (ICPs) and connecting participants to appropriate training, employment, and supportive services. - Serve as the primary escalation point for complex participant situations, providing direction and helping resolve barriers to engagement or compliance. - Monitor compliance and quality by reviewing case files, verifying documentation standards, and ensuring audit-ready records across the team. - Use dashboards and reporting tools to track team performance, identify trends, and proactively address gaps in engagement, compliance, or outcomes. - Lead team coordination through regular meetings, workflow oversight, and clear communication of program policies, priorities, and expectations. - Ensure accurate and timely reporting of participation, documentation, and service delivery in alignment with program requirements. - Collaborate with cross-functional teams and partners to ensure seamless, participant-centered service delivery. - Identify opportunities for process, training, and service improvements, and implement changes to strengthen team performance and participant outcomes. Qualifications - High school diploma or equivalent required; Associate's or Bachelor's degree in Social Work, Human Services, Psychology, Workforce Development, or a related field strongly preferred. - Minimum 2–3 years of experience in case management, workforce development, human services, or a closely related field. - At least 1 year of supervisory, lead, or team coordination experience, or demonstrated readiness to step into a leadership role. - Training or certification in case management, motivational interviewing, trauma-informed care, or workforce coaching is beneficial. - Bilingual or multilingual candidates, particularly Spanish-speaking, are strongly encouraged to apply. - Must pass a criminal background check paid for by us (Direct Interactions). - Legally able to work in the United States. Requirements - Candidates should reside in Idaho; those from neighboring states are welcome to apply. - Must maintain composure in a variety of customer and peer interactions, including difficult or high-pressure situations. - Experience working in a team environment, including cooperation with co-workers and joint problem-solving. - Familiarity with public benefit programs (SNAP, TANF, Medicaid, etc.) and their compliance requirements, with experience working with individuals navigating these benefits or significant life/employment barriers. - Demonstrated strong listening and communication skills across SMS, phone, virtual platforms, and in-person interactions, with the ability to engage effectively with diverse populations. - Ability to manage a caseload, maintain consistent documentation, and follow up in a case management or similar setting. - Comfort using digital tools, CRM platforms, and data-informed service environments for day-to-day work. - Experience in customer service, social services, or call center environments. - Ability to handle sensitive information with professionalism. - Knowledge of Idaho’s local labor market and community resources is preferred. Benefits - Accrued paid time off (PTO). - Sick time. - Health and Medical/Dental insurance plans are available after 60 days worked. Work Environment This position is primarily remote, with supervisors distributed across Idaho and organized into regional teams aligned to geographic service areas. Regular virtual supervision meetings and occasional in-person engagement with team members, participants, and partners is expected. Supervisors must have reliable internet access, a smartphone, and a suitable home office environment. The role involves extended periods of computer use, video conferencing, phone and SMS communication, and occasional travel within the assigned region. Pay Rate - $27.50 per hour. - This is a W2 (employee) position. - We are paid biweekly via direct deposit. Technical Requirements - Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU). - Operating system – Windows 11; we no longer support Windows 10. - Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and cannot be in S mode; anything less will not work with the client's software. - At least 25 Mbps Download Speed. - At least 3 Mbps Upload Speed. - 200ms Latency. - 50ms Jitter. - 1% Packet Loss. - 4+ CPU Cores. - US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET. - High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet. - USB wired headset with noise-canceling microphone. - Must have an operational web cam. - Must have an operational smart phone. - A second monitor is not required, but strongly recommended.

Role Description The Customer Service Representative (CSR) is the first point of contact for individuals referred to the Employment & Training (E&T) program for the Idaho Department of Health & Welfare. CSRs guide participants through orientation, scheduling, program navigation, and proactive outreach to ensure compliance and prevent benefit loss. Utilizing DI's tech tools, CSRs deliver fast, accurate, and consistent support. This role is key to participant retention and program success statewide. Qualifications - High school diploma or equivalent required; Associate's or Bachelor's degree in Social Work, Human Services, Communications, Public Administration, or a related field preferred - Minimum 1 year of customer service, call center, or participant-facing service experience, preferably in a government program, healthcare, social services, or benefits-related setting - Bilingual or multilingual candidates, particularly Spanish-speaking, are strongly encouraged to apply - Must pass a criminal background check paid for by us (Direct Interactions) - Legally able to work in the United States Requirements - Candidates should reside in Idaho; those from neighboring states are welcome to apply - Must maintain composure across a variety of customer and peer interactions, including handling frustrated or anxious participants with empathy and professionalism - Experience working in a team environment, including cooperation with co-workers and joint problem-solving - Strong listening skills and ability to make participants feel heard, respected, and supported - Excellent verbal communication skills (grammar, pronunciation, tone) across phone, SMS, virtual platforms, and in-person - Strong ability to manage a high volume of participant contacts, follow-ups, and scheduling tasks while maintaining accuracy in documentation and data entry - Ability to manage time effectively, prioritize tasks, and navigate multiple software systems simultaneously in a metrics-driven environment - Sound judgment in recognizing when a participant's situation requires escalation to a case manager or supervisor - Proficient in using digital platforms, CRM systems, and multi-channel communication tools as primary instruments of daily work - Experience with or knowledge of SNAP, TANF, Medicaid, SNAP E&T, or similar public benefits programs preferred - Familiarity with trauma-informed or motivational communication approaches is a plus - Experience working in a metrics-driven or quality-monitored service environment is beneficial Benefits - Accrued paid time Off (PTO) - Sick time - Health and Medical/Dental insurance plans are available after 60 days worked Training Training provided on state benefit policies, E&T procedures, and call handling systems. - Orientation Date: Friday May 29, 2026, Time: TBD - Training Date: Training will begin Monday, June 1, 2026, and will run for approx. four (4) weeks. Time: TBD - Go Live Date: Wednesday June 24, 2026 Shifts - Agents must be available to work 30+ hours per week - Hours of operation for the client: Monday- Friday 8:00 am to 6:00 pm MST - This role may include occasional Saturdays. Pay Rate - $16.00 per hour - This is a W2 (employee) position - We are paid biweekly via direct deposit Technical Requirements - Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU). - Operating system – Windows 11; we no longer support Windows 10. - Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and cannot be in S mode; Anything less will not work with the client's software. - At least 25 Mbps Download Speed - At least 3 Mbps Upload Speed - 200ms Latency - 50ms Jitter - 1% Packet Loss - 4+ CPU Cores - US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET. - High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet. - USB wired headset with noise-canceling microphone - Must have an operational web cam - Must have an operational smart phone - A second monitor is not required, but strongly recommended.

Job DetailsJob Location: Minnesota, MN 55101Position Type: Full TimeSalary Range: $85,000.00 - $94,000.00 Salary/yearHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. Job Summary The Director of Disability Hub MN serves as a strategic, accountable leader responsible for statewide oversight, performance, and continuous improvement of Disability Hub MN services. but also acts as a key liaison across government agencies and supportive organizations serving the disabled community. This role oversees operations and drives continuous improvement while providing clear direction for the Hub’s systems, standards, and service model. The Director ensures strong alignment with organizational priorities, regulatory compliance, and the needs of people with disabilities and their families, with a clear focus on the human impact of the Hub’s services. The Director leads through influence, clarity, and accountability, setting expectations, monitoring performance, and holding the team responsible for outcomes. This role requires strong systems thinking, strategic planning, and the ability to anticipate future needs, navigate complexity, and lead through change. The Director translates high-level strategy into clear priorities, actionable plans, and measurable outcomes, using data and performance measures to drive decision-making, regulatory compliance, and continuous improvement within a dynamic human services environment. Success in this role depends on balancing accountability with psychological safety, creating an environment where expectations are clear, concerns are surfaced early, learning is continuous, and commitments are followed through. The Director leads with a deep commitment to equity, access, and the lived experience of people with disabilities, ensuring Disability Hub MN remains responsive, sustainable, and trusted within the communities it serves. Key Responsibilities Align departmental goals with organizational strategy and ensure effective execution of strategic initiatives. Ensure regulatory, legal, and ethical compliance through strong oversight of contact center operations. Take ownership of high-level decisions; monitor outcomes; and hold teams accountable for interdependent work, timelines, and results through clear expectations and consistent follow-through. Model integrity and transparency, building trust through clear, consistent communication with leadership, stakeholders, and staff. Lead decisively through organizational change and crisis, navigating ambiguity and guiding teams effectively even when complete information is not available. Translate strategy into action through clear priorities, measurable outcomes, and continuous improvement. Foster a culture of psychological safety and accountability by encouraging open dialogue, supporting feedback and learning, responding to errors with curiosity and problem-solving, and holding teams accountable with fairness. Think systemically and strategically with an innovative, forward-looking perspective to proactively shape systems, processes, and service delivery. Establish and oversee performance management systems that monitor service levels, quality, client outcomes, and workforce effectiveness, using data to identify root causes, drive improvement, and sustain operational excellence. Develop and manage departmental budgets, ensuring responsible stewardship of public and organizational resources while balancing fiscal constraints with service quality and workforce needs. Serve as a key liaison with government agencies, funders, and community partners, ensuring contractual requirements, reporting obligations, and performance expectations are met with transparency and accountability. Track, compile and report on marketing, outreach and engagement activities, as requested or required for strategic plan/goals. Assist in the creation of rich and engaging content that helps tell the story of the Hub’s work and campaigns in creative and compelling ways. Qualifications Must be a current resident of the state of Minnesota. Proven experience in strategic leadership and operational management within a human service, contact center, or similarly complex service environment. Demonstrated success aligning strategy with execution and leading teams toward measurable outcomes. Demonstrated ability to balance business needs with employee and client needs. Strong change management experience, including leading teams through uncertainty and organizational transformation. Excellent communication skills, with the ability to explain complex decisions clearly to diverse audiences. Experience using data and performance metrics to inform decision-making and continuous improvement. Demonstrated ability to foster accountability, trust, and psychological safety within teams. Experience building and maintaining strategic partnerships. Experience in marketing, communications, volunteer management, and social media management. Experience creating accessible content. Experience with public speaking and training. Computer proficiency, Microsoft Office Suite, Dynamics CRM, social media platforms, virtual meeting platforms. Experience working with people with disabilities and in diverse communities. Additional Qualifications Must pass a criminal background check paid for by us (Direct Interactions). Legally able to work in the United States. Bachelor’s degree in a relevant field (e.g., Business Administration, Public Administration, Hunan Services, Social Work) or equivalent experience. Master’s degree preferred. Qualifications

Job DetailsJob Location: Minnesota, MN 55101Position Type: Full TimeSalary Range: $68,000.00 - $80,000.00 Salary/yearHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the position The Disability Hub MN Training Manager plays a critical role in building a skilled, competent, and engaged workforce by designing, delivering, and evaluating training programs for Hub staff. This position ensures employees have the knowledge, skills, and resources needed to provide high-quality, compliant services, while supporting continuous professional development. In addition to leading training efforts, the Training Manager serves as the Hub’s primary subject matter expert (SME) on Minnesota disability programs and policy, collaborating with DHS/DSD program areas and stakeholders to validate interpretation and ensure the Hub content aligns with current guidance. The Training Manager works closely with leadership, supervisors, and SMEs to align training initiatives with organizational priorities, operational goals, and service delivery standards. What’s Next? To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response. Key Responsibilities Serve as the Hub’s internal SME on Minnesota disability services programs and related policy and operational guidance. Monitor, interpret, and operationalize policy, procedure, and system changes (state/federal and DHS/DCYF guidance) and translate them into training, coaching, job aids, and knowledge base content. Maintain advanced, current knowledge of Minnesota disability programs and policy and to provide internal guidance for Hub training and knowledge content. Develop and execute a comprehensive training strategy aligned with Disability Hub MN’s service model, organizational priorities, performance goals, and DHS/DSD policies. Assess organizational, team, and individual training needs in collaboration with the System Support Specialist, supervisors, QA, operations, systems, and leadership; design and maintain onboarding, role-based, and ongoing training using adult learning and instructional design best practices. Deliver engaging instructor-led, virtual, blended, and eLearning programs that promote knowledge retention, skill application, and timely employee proficiency. Ensure all training content and materials comply with state and federal human services regulations, privacy and accessibility standards, and organizational policies; update curriculum promptly in response to regulatory, policy, or system changes. Develop, manage, and maintain accessible training resources, including manuals, job aids, multimedia content, knowledge articles, and LMS-based learning modules; track participation and learner progress. Evaluate training effectiveness using feedback, assessments, performance metrics, and data analysis; identify trends, gaps, and risks to drive continuous improvement and service quality. Provide coaching, mentorship, and performance support to staff and supervisors to reinforce learning, strengthen workforce capability, and support successful onboarding and integration. Manage multiple training initiatives and projects simultaneously; collaborate cross-functionally to align training with operational needs, support change management efforts, and prepare reports summarizing outcomes and recommendations for leadership. Requirements At least 3 years of professional experience in training, program management, or human services administration. Strong knowledge of adult learning principles, instructional design, and training methodologies. Excellent verbal and written communication skills, with the ability to present complex information clearly. Strong organizational skills with the ability to manage multiple training programs and meet deadlines. Proficiency in learning management systems (LMS) and digital tools for training delivery and reporting. Qualifications Must reside in Minnesota. Bachelor's degree in education, Instructional Design, Organizational Development, Human Services, Public Administration, or a related field preferred; or equivalent combination of education and experience. Employment is contingent upon successful completion of a criminal background check and education verification. Demonstrated ability to assess organizational training needs and develop curricula for diverse staff. Experience in designing, implementing, and evaluating comprehensive training programs. Experience coaching staff to improve performance. Proficiency in LMS, webinar platforms, and other digital tools to enhance learning delivery and tracking. Demonstrated ability to ensure training programs meet compliance standards and adapt content based on policy changes. Experience preparing reports summarizing training outcomes, gaps, and recommendations. Proven ability to manage multiple projects, priorities, and stakeholders effectively. Strong interpersonal skills to foster a collaborative and supportive training environment. Commitment to ongoing professional development, innovation, and continuous improvement. Demonstrated knowledge of Minnesota disability-related programs and policies (e.g., waivers/LTSS, MA/MA-EPD, CFSS/PCA, Housing Support, etc.) and ability to interpret updates for training and operations. Qualifications

Job DetailsJob Location: Minnesota, MN 55101Position Type: Full TimeSalary Range: $57,375.00 - $67,500.00 Salary/yearHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the Position The Disability Hub MN Supervisor is responsible for supporting daily Hub operations and directly managing a team of Disability Hub staff. This role ensures staff deliver services in alignment with the organization’s mission, vision, and values while maintaining high standards of performance and customer service. The Supervisor monitors schedule adherence and staffing coverage, makes real-time operational adjustments to meet performance goals, and provides immediate coaching and support to staff. This position plays a critical role in maintaining service quality, troubleshooting technology and systems issues, and fostering a positive and engaging team environment. What’s Next? To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response. Requirements Manage and direct daily activities of Options Counselors (OCs) and support staff, ensuring schedules, coverage, and resources meet operational needs. Oversee staff performance, implement development and training plans, and provide ongoing coaching. Develop and implement strategies to improve staff retention, morale and engagement. Support recruitment, hiring, and promotion, including identifying key competencies, participating in interviews, and onboarding new staff with technology and training access. Monitor real-time operations and provide direct support to staff as needed. Provide direct services in the contact center when necessary to maintain consistent, high-quality customer service. Track and monitor performance metrics, contact management tools, and ensure timely resolution of customer complaints. Motivate and support staff through positive communication, constructive feedback, and recognition initiatives. Collaborate with Hub Management, Supervisors, and Directors to identify training needs, implement best practices, and improve systems and processes. Demonstrated ability to manage multiple priorities in a fast-paced environment and exercise sound judgment. Strong problem-solving skills, technology proficiency (Microsoft Office and web-based systems), and ability to troubleshoot technical and operational challenges. Excellent verbal and written communication skills and commitment to diversity, equity, inclusion, and disability rights principles. Additional Requirements Certificates and License expectations: Complete Disability HUB Pre-Service Training within first 6 months of employment. Complete Person-Centered Thinking Training within first 6 months of employment. Additional certifications as required by Disability Hub MN leadership. Qualifications Must reside in Minnesota. Bachelor’s degree in a social services or related field. Employment is contingent upon successful completion of a criminal background check and education verification. Minimum of 2 years of supervisory and/or leadership experience. Experience supervising remote sites a plus. Minimum of 2 years of experience working in call/contact center in the health care, health insurance or closely related industry. Experience in an Operations role - including the ability to improve. processes and workflows. Previous experience in disability, public benefits, or long-term care systems a plus. Qualifications

Job DetailsJob Location: Minnesota, MN 55101Position Type: Full TimeSalary Range: $68,000.00 - $80,000.00 Salary/yearHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the position The Disability Hub MN Performance Manager serves as a strategic leader in performance analytics and operational excellence, driving data-informed decision-making across the organization. This role is responsible for developing, implementing, and continuously refining performance measurement frameworks that evaluate individual, team, and organizational effectiveness. By leveraging data analysis, reporting tools, and trend forecasting, the Performance Manager identifies opportunities to improve service delivery, strengthen quality outcomes, and ensure compliance with HUB Standards and Assurances. In close partnership with the HUB Director, operations and executive leadership, this position translates performance insights into actionable strategies that align with organizational goals and contractual requirements. The Performance Manager champions a culture of accountability and continuous improvement by establishing clear metrics, monitoring key performance indicators, and guiding targeted interventions that enhance quality, consistency, and sustainable growth. What’s Next? To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response. Key Responsibilities Maintain and oversee documentation, including scoring methodologies, reporting standards, and procedural updates to ensure consistency, compliance, and audit readiness. Develop, implement, and oversee performance management frameworks, metrics, and reporting systems to track organizational effectiveness. Monitor key performance indicators (KPIs), service levels, and quality benchmarks to ensure targets are consistently achieved. Analyze performance data and trends to identify gaps, risks, and opportunities for improvement. Provide actionable insights and recommendations to leadership based on data analysis. Collaborate with Operations and leadership teams to create and implement performance improvement plans. Lead quality assurance initiatives, including call monitoring, case reviews, and compliance audits. Ensure adherence to regulatory requirements, internal policies, Standards and Assurances, and contractual service standards. Support supervisors and managers in coaching and developing staff to improve productivity, quality, and customer experience. Prepare and present performance reports to senior leadership and stakeholders. Conduct root cause analysis to identify systemic performance barriers and partner with operations and systems teams to implement sustainable solutions. Requirements Proven experience in performance management, quality assurance, data analysis, or operations leadership, preferably in a call center, human services, or regulated environment. Experience developing KPIs, dashboards, and reporting tools. Strong analytical skills with the ability to interpret complex data and translate findings into actionable strategies. Ability to influence change and drive accountability at all organizational levels. Qualifications Must reside in Minnesota. Bachelor’s degree in business administration, Public Administration, Human Services, or a related field preferred (or equivalent experience). Employment is contingent upon successful completion of a criminal background check and education verification. Minimum of 3 years of progressive experience in performance management, quality assurance, data analysis, or operational leadership within a regulated, contact center, human services, or similar environment. Prior experience in a performance management or operational leadership role within a regulated environment preferred. Demonstrated ability to lead teams, develop staff, and implement performance improvement initiatives. Experience using reporting tools (Power BI, etc.) Demonstrated experience developing and managing performance frameworks, KPIs, dashboards, and reporting systems to support organizational decision-making. Strong analytical skills with the ability to interpret complex data, identify trends and root causes, and translate findings into clear, actionable recommendations. Qualifications

Job DetailsJob Location: Minnesota, MN 55101Position Type: Full TimeSalary Range: $46,700.00 - $55,000.00 Salary/yearHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the position The Quality Monitor Analyst is responsible for ensuring that services provided by Hub staff meet established standards for quality, compliance, and client satisfaction. This role involves evaluating staff performance, monitoring operational processes, and providing actionable feedback to ensure and improve service delivery. The Quality Monitor Analyst works closely with supervisors, operations leadership, and training teams to support continuous improvement, maintain regulatory compliance, and enhance the overall client experience. What’s Next? To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response. Key Responsibilities Evaluate and monitor the quality of staff interactions with clients and customers. Maintain and oversee documentation, including scoring methodologies, reporting standards, and procedural updates to ensure consistency, compliance, and audit readiness. Conduct regular audits and reviews of contact records, case management activities, and adherence to established workflows and policies. Provide timely, constructive feedback to staff and supervisors to improve performance, compliance, and client outcomes. Develop and maintain quality monitoring tools, scorecards, and performance dashboards to track trends and identify areas for improvement. Collaborate with the Systems Support Specialist, supervisors and trainers to design coaching and development plans based on performance data. In partnership with the Systems Support Specialist, help to identify systemic issues affecting quality or compliance and work with leadership to implement process improvements. Ensure adherence to regulatory requirements, organizational policies, and contractual standards. Document and report findings, trends, and recommendations to management and stakeholders. Support ongoing training initiatives by identifying gaps in knowledge, skills, or procedures. Participate in continuous improvement initiatives aimed at enhancing service delivery and operational efficiency. Provide real-time operational oversight and support to staff as needed. Communicate promptly with the Hub Director regarding operational updates and concerns. Deliver coaching and guidance to ensure consistent, high-quality customer service. Foster a positive team culture that promotes morale and engagement. Support ongoing staff training and professional development to meet established standards. Partner with the Hub Director to identify and implement system and process improvements. Recommend strategies to enhance staff experience and overall team effectiveness. Requirements Minimum of 2 years of experience in performance management, quality assurance, data analysis, or operational leadership within a regulated contact center, human services, or similar environment. Strong interpersonal skills to collaborate with the Systems Support Specialist, supervisors, trainers, and operations of leadership. Flexibility to adapt to evolving regulatory, policy, and organizational requirements. Strong attention to detail and analytical skills. Demonstrated commitment to continuous improvement and operational excellence. Qualifications Must reside in Minnesota. Associate's degree in Business Management or a related degree. Employment is contingent upon successful completion of a criminal background check. Proven ability to assess and improve staff performance and operational quality. Experience designing or contributing to performance improvement plans and training initiatives. Knowledge of regulatory requirements, quality assurance standards, and best practices in customer service or human services. Proficiency in tracking, reporting, and analyzing operational metrics to drive actionable improvements. Experience reviewing calls, documentation, or case management activities. Experience providing coaching or performance feedback. Qualifications

Job DetailsSalary Range: $15.00 - $15.00 HourlyHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. What’s Next? To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response. Requirements Ohio residence preferred Must be a self-starter Must demonstrate a passion for providing outstanding service Must maintain composure across a variety of customer and peer interactions Experience working in a team environment (IE cooperating with co-workers, joint problem solving etc.) Routinely demonstrates strong listening skills and attentiveness to the needs of those you assist Excellent verbal communication skills including correct grammar and pronunciation along with tone and pitch Ability to remain calm under pressure in a fast-paced contact center environment Ability to remain calm while taking multiple consecutive calls Ability to show empathy for those that may be frustrated or anxious Ability to pay attention to detail and multitask while navigating multiple programs and handling diverse information Ability to use a computer quickly and accurately Must possess the ability to remain poised in high stress situations Must be willing to conquer goals and challenges Must type at least 30 WPM Ability to be flexible and handle changes efficiently Must be proficient in Excel, Word and Outlook Office products Additional Requirements Must pass a criminal background check paid for by us (Direct Interactions) Legally able to work in the United States Must be a current resident living in the United States Must have a high school diploma or equivalent Job Details (what you will be doing) In this role, agents will be responsible for processing, navigating, and thoroughly researching unemployment insurance claims to ensure accuracy and compliance with established guidelines. You will respond to incoming customer calls, providing clear, comprehensive support to individuals navigating complex or sensitive unemployment matters. The agent will routinely access and analyze information across multiple databases to investigate claim details, verify documentation, and resolve discrepancies or concerns. Maintaining professionalism and composure is essential, particularly during escalated or high-pressure interactions, as you will be expected to de-escalate concerns and guide conversations toward fair and appropriate resolutions. The agent must operate with a high level of accuracy and efficiency in a fast-paced environment, often managing multiple responsibilities simultaneously. This is a challenging role that can be emotionally charged, and requires strong critical thinking and resilience. We are seeking professionals that are ready for a challenge and who are adaptable, solutions oriented, and motivated to make a meaningful difference in the lives of those they serve. Process, navigate and research unemployment insurance claims Answer incoming calls via computer software and assist customers with complex issues regrading their specific situation Research information in databases to resolve complex customer issues Maintain composure in escalated situations Operate accurately and efficiently in a fast-paced environment Handle multiple responsibilities at one time Work through challenging situations to find an acceptable outcome Training Training is done virtually and will consist of virtual instructor led and self-paced learning You must first attend a mandatory tech set up with our IT team where you will be loading the clients software onto your PC. This is mandatory and can not be missed. Next, you will be invited to an orientation session (1 hour) Orientation, training & nesting spans across 9 days and is all paid 100% attendance is required in all phases of the on-boarding process (orientation, training & nesting are mandatory) Orientation/Training Schedule Orientation Date: TBD Time: TBD (1 hour session) Pre arrival learning (computer based course) must be completed before the start of training. It will be assigned only after your have attended orientation. Training Dates week 1 Day 1: TBD Day 2: TBD Training Dates week 2 Day 3: TBD Day 4: TBD Day 5: TBD Day 6: TBD Day 7: TBD Day 8: TBD (More information about the times of the 2nd week of training will be discussed in class) *we are letting you know beforehand what a training schedule may look like and dates and times are subject to change Shifts Agents must be available to work at least 20 hours per week within the hours of operation noted below Hours of operation for the client Monday- Friday 8:00 am to 5:00 pm EST At least 20 hours per week are required (you select when you can work with the exception of Monday) This role is considered part time seasonal with the opportunity for full time, based on business needs **8 HOURS WORKED ARE REQUIRED EVERY MONDAY NO EXCEPTIONS** if a holiday falls on a Monday, the 8 hours become mandatory on the following Tuesday Pay Rate $15.00 per hour This is a W2 (employee) position We are paid biweekly via direct deposit All mandatory events are paid (orientation, pre arrival learning, training & nesting) Employee Benefits Accrued paid time Off (PTO) Sick time Technical Requirements Please note that we verify computer specifications as part of the hiring process. Before applying, please ensure that your PC meets the minimum system requirements as listed below. Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU) Operating system – Windows 11 we no longer support Windows 10 Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode; Anything less will not work with the clients software At least 25 Mbps Download Speed At least 3 Mbps Upload Speed = 200ms Latency = 50ms Jitter = 1% Packet Loss 4+ CPU Cores US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet USB wired headset with noise-canceling microphone A smart phone that is less than 3 years old that you are able to install our required software on for multifactor authentication (used for our programs authentication process and not for work) Must have an operational web cam A second monitor is not required, but strongly recommended *If you are selected, your offer is contingent upon successfully completing and passing a background check and a technical assessment of your PC performed by our IT team. Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Notebooks, Chromebook, and Android systems are NOT compatible with any of our client’s software. *There are NEVER any fees associated with applying or working for Direct Interactions. THIS OPPORTUNITY IS NOT AVAILABLE IN CALIFORNIA, WASHINGTON, WASHINGTON DC, ILLINOIS, CONNECTICUT OR NEW YORK AT THIS TIME Qualifications

Job DetailsJob Location: Minnesota, MN 55101Position Type: Full TimeSalary Range: $68,000.00 - $80,000.00 Salary/yearHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the position The Disability Hub MN Operations Manager is responsible for overseeing the day-to-day activities that keep the organization running efficiently and effectively. This role provides both strategic and hands-on leadership, managing processes, people, and resources to ensure services are delivered accurately, on time, within budget, and in alignment with established quality standards. A core responsibility of this position is ownership of workforce management (WFM), including forecasting, staffing, scheduling, and monitoring service level performance to maintain operational excellence. The Operations Manager plays a critical role in supporting organizational goals, optimizing performance, and driving continuous improvement in a fast-paced, service-driven environment. What’s Next? To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response. Key Responsibilities Oversee daily operational activities to ensure productivity, accuracy, and compliance with company policies, contractual obligations, and regulatory requirements. Supervise staff, establish clear performance expectations, and monitor key performance metrics to ensure service levels are consistently met. Develop, implement, and refine operational processes and workflows to improve efficiency, quality assurance, and overall service delivery. Analyze reports, data, and performance trends to identify areas of opportunity and implement corrective action plans. Lead workforce management strategy including forecasting, staffing models, scheduling optimization, and resource allocation to ensure service level targets and operational performance goals are achieved. Provide coaching, mentorship, and professional development opportunities to supervisors and frontline team members. Address and resolve escalated operational issues promptly, ensuring professional, compliant, and solution-focused outcomes. Identify operational challenges and implement effective solutions to strengthen systems and internal processes. Ensure adherence to organizational policies, industry regulations, and compliance standards. Foster a culture of accountability, collaboration, and continuous improvement. Requirements Proven experience in operations management, preferably within a call center, customer service, nonprofit, or regulated environment. Demonstrated leadership experience with the ability to develop and motivate teams. Strong analytical, problem-solving, and decision-making skills. Ability to manage multiple priorities in a fast-paced, performance-based environment. Excellent communication and interpersonal skills. Proven experience leveraging workforce management (WFM) systems and operational reporting tools to drive performance outcomes. Additional Requirements Demonstrated commitment to diversity, equity, and inclusion principles. Ability to maintain confidentiality and exercise sound judgment. Flexibility to adapt operational strategies to changing organizational needs. Ability to coach, mentor, and support staff development. Capacity to drive continuous improvement initiatives across teams and workflows. Qualifications Must reside in Minnesota. Bachelor’s degree in business administration, Human Services, Operations Management, or a related field preferred, or equivalent combination of education and experience. Employment is contingent upon successful completion of a criminal background check and education verification. Minimum of 3 years of leadership experience in operations, contact center, healthcare, nonprofit, or other regulated environment. Proven ability to manage operational performance, workflow, and resource allocation. Demonstrated experience supervising staff and leading teams in a structured, metrics-driven environment. Proven experience managing workforce management strategy, including forecasting, capacity planning, schedule optimization, and real-time performance oversight in a metric-driven environment. Proficiency in all Microsoft Office tools or similar applications. Qualifications