Heartline

• Answer inbound crisis and social service referral contacts via phone, text, chat and email in a 24/7 call center setting • Provide individuals with crisis de-escalation, problem solving, brief assessment and appropriate social service referrals • All client and resource information will be recorded accurately in the appropriate contact center database • Answer phone calls with an appropriate tone of voice, providing a caring and supportive voice • Answer chats, and texts using correct spelling grammar, and professional language, paying close attention to the inclusion of feeling reflections • Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds • Identify and reflect the feelings of all contacts • Identify line of business and log accordingly • Assess contact’s needs or situation using pertinent questions and follow protocol • Provide appropriate screenings for specialized programs or appointment setting • Advocate for clients when appropriate • Complete assessments for clients in high-risk situations • Access 2-1-1 database for resources and appropriately refer contacts • Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment • Maintain accurate data collection on all contacts in the appropriate database • Maintain acceptable level of contact handling and customer service performance as described by 2-1-1 training standards including handling multiple chats, texts and emails simultaneously • Complete all training for new programs and services related to 2-1-1 and providing feedback as needed • Actively participate with the team as needed • Ability to work alternative schedules • Perform other duties as assigned including, but not limited to, working alternative shifts and/or schedules • Ability to handle and manage stress due to scope and type of calls/texts that may be received.