Call Center Representative (211 Contact Center Specialist Information and referral or Crisis)
About the position
Responsibilities
• Field calls, chats, and texts from adults and youth in need of assistance.
• Listen carefully to callers' needs and provide information and referrals to community-based providers.
• Provide problem-solving support to callers with complex needs, linking them with resources in the community.
• Document communications to ensure continuity and follow-up as needed.
• Work with local social service agencies to identify gaps and communicate needs to leadership.
• Provide emotional support, information, referrals, and intervention to callers experiencing crises.
• Link callers with mobile crisis staff or other emergency service staff when necessary.
Requirements
• Minimum of HS diploma (or GED) for both Crisis and Information & Referral Specialists.
• A.S. with 3 years of Human Services (HHS) experience or B.A./B.S. with 1-year HHS experience preferred.
• Social Work degree preferred; Psychology or Criminal Justice degrees are also appropriate.
• Some level of crisis experience is required for Crisis Contact Specialists, including direct service with mental health agencies or group homes.
• Experience in the social services field or working in a call center or customer service capacity is necessary.
Nice-to-haves
• Bilingual in Spanish or Portuguese, with additional pay for certified speakers after 90 days.
• Internship experience in social services or related fields.
Benefits
• 401(k) with an 8% match
• On-the-job training
• Paid time off
• 13 paid holidays per year
• Supportive, culturally diverse, and inclusive company culture
Apply Now
Responsibilities
• Field calls, chats, and texts from adults and youth in need of assistance.
• Listen carefully to callers' needs and provide information and referrals to community-based providers.
• Provide problem-solving support to callers with complex needs, linking them with resources in the community.
• Document communications to ensure continuity and follow-up as needed.
• Work with local social service agencies to identify gaps and communicate needs to leadership.
• Provide emotional support, information, referrals, and intervention to callers experiencing crises.
• Link callers with mobile crisis staff or other emergency service staff when necessary.
Requirements
• Minimum of HS diploma (or GED) for both Crisis and Information & Referral Specialists.
• A.S. with 3 years of Human Services (HHS) experience or B.A./B.S. with 1-year HHS experience preferred.
• Social Work degree preferred; Psychology or Criminal Justice degrees are also appropriate.
• Some level of crisis experience is required for Crisis Contact Specialists, including direct service with mental health agencies or group homes.
• Experience in the social services field or working in a call center or customer service capacity is necessary.
Nice-to-haves
• Bilingual in Spanish or Portuguese, with additional pay for certified speakers after 90 days.
• Internship experience in social services or related fields.
Benefits
• 401(k) with an 8% match
• On-the-job training
• Paid time off
• 13 paid holidays per year
• Supportive, culturally diverse, and inclusive company culture
Apply Now