Community Resource Specialist

Community ManagerCommunity ManagerOtherRemoteMid LevelTeam 1,001-5,000

Location

United States

Posted

2 days ago

Salary

$15 - $16 / hour

Seniority

Mid Level

No structured requirement data.

Job Description

Community Resource Specialist

DIRECT INTERACTIONS INC

Role Description As a Community Resource Specialist, your main responsibility will be to assist individuals in need by answering calls on the 211 information and resource hotline. This crucial role involves connecting callers with essential resources and providing compassionate customer service. - Answer incoming calls and inquiries from the public using computer software. - Make outgoing follow-up calls when applicable. - Assess the needs of callers and provide appropriate resources. - Research information in databases to resolve customer issues. - Document interactions and maintain accurate records of calls and referrals. - Handle multiple responsibilities simultaneously. - Demonstrate listening skills, empathy, and compassion to callers in need. Qualifications - English and Spanish preferred, but not required. - Ability to conduct need assessments and make effective referrals using telephone interviewing, active listening, problem solving, and crisis intervention skills. - Ability to efficiently and accurately use a computerized information management system for documenting call information and conducting searches for service information. - Ability to assist callers who are presenting life-threatening crises. - Understanding of confidentiality standards and the ability to practice them. - Ability to effectively use the 2-1-1 Helpline telephone system. - Effective interpersonal, oral, and written communication skills. - A strong commitment to punctuality to maintain proper telephone coverage and effective working relationships. - Ability to learn and use frequently changing computer and telephone technology. - MUST obtain an Inform CRS Certification within 90 days of acceptance of position (all costs paid by DI). Requirements - Available for work shifts in a 24/7/365 work environment (periodically). - Available for work on holidays as determined by program needs. - Must train on all shared 211 clients (currently includes taking calls for 5 different 211 clients with the possibility of learning more). Benefits - Pay: $15.00 per hour. - This is a W2 employee position. - Biweekly pay via direct deposit. - All mandatory events (orientation and training) are paid events. Shifts / Hours of Operation for the Client - The client operates 24 hours a day, 7 days a week. - Agents must be available to work: - Monday through Friday: Between 5:30 PM EST and 9:00 AM EST (overnight hours). - Saturday and Sunday: Any time (24 hours a day). - Agents are required to work a minimum of 20 hours per week, with at least 10 of the 20 weekly hours worked on the weekends (Saturday and/or Sunday). - Preferred agents should have availability to work some holidays. Training - Orientation Date: TBD Time: TBD (1 hour session). - Training Dates: TBD Time: TBD. - Training via a virtual atmosphere (instructor-led training). - Training is expected to begin within the next two weeks. Exact dates and times will be provided to candidates who are selected for an interview. 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.

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