Call Center Representative (211 Contact Center Specialist Information and referral or Crisis)
About the position Best Place to Work 2023! Urgently hiring for the 211 Contact Center Specialist position, which focuses on Information & Referral Services as well as Crisis intervention. We are looking for a patient and empathetic individual to join our team, providing essential information and referrals to youth and adults seeking assistance through 211's 24/7 call centers. This role requires showing compassion for callers as you assist them in accessing basic needs services such as rental, food, and utility assistance. You will partner with callers to creatively problem-solve, help them advocate for themselves, and advocate on their behalf as they navigate the array of resources available to them. As a critical resource, you will connect clients with services in the community and help them overcome barriers to their well-being. In the Information & Referral role, you will field calls, chats, and texts from adults and youth in need of assistance, listening carefully to their needs and providing information and referrals to community-based providers. You will provide problem-solving support to callers with more complex needs, linking them with resources in the community. Documentation of communications is essential to ensure continuity and follow-up as needed. Additionally, you will work with local social service agencies to identify gaps and communicate needs to leadership to improve the quality of Connecticut's social service infrastructure. For the Crisis Contact Specialist role, we seek a compassionate, flexible, and detail-oriented person to serve as the first line of help to youth and adults experiencing crises. You will be an essential member of the team staffing 2-1-1's 24/7 crisis call center, fielding calls referred through the National Suicide Prevention Lifeline. Your responsibilities will include providing emotional support, information, referrals, and intervention to callers experiencing crises, as well as connecting them with state agencies and community providers that can provide direct assistance. You will also document communications to ensure continuity and follow-up as needed.
Responsibilities
- Field calls, chats, and texts from adults and youth in need of assistance.
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- Listen carefully to callers' needs and provide information and referrals to community-based providers.
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- Provide problem-solving support to callers with complex needs, linking them with resources in the community.
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- Document communications to ensure continuity and follow-up as needed.
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- Work with local social service agencies to identify gaps and communicate needs to leadership.
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- Provide emotional support, information, referrals, and intervention to callers experiencing crises.
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- 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.
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- A.S. with 3 years of Human Services (HHS) experience or B.A./B.S. with 1-year HHS experience preferred.
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- Social Work degree preferred; Psychology or Criminal Justice degrees are also appropriate.
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- Some level of crisis experience is required for Crisis Contact Specialists, including direct service with mental health agencies or group homes.
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- 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.
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- Internship experience in social services or related fields.
Benefits
- 401(k) with an 8% match
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- On-the-job training
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- Paid time off
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- 13 paid holidays per year
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- Supportive, culturally diverse, and inclusive company culture
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