Through active listening, effectively identify and connect people in need to available community resources while demonstrating respect and compassion. Call Center Specialists may be called upon to de-escalate stressful situations, as well as serve as the first point of contact for crisis calls including callers demonstrating suicidal ideology. Specialists may also be involved in follow up communications, intake for specialized programs or services, outbound calls, basic database maintenance and community outreach.
Areas of Responsibility:
- Establish clear and effective communication using good contact techniques and active listening in a non-judgmental way.
- Accurately assess caller’s needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions.
- Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller’s need(s).
- Help caller address any perceived barriers or challenges to getting assistance.
- Offer honest information regarding services or programs that may not exist in our community. Discuss alternatives, if possible.
- Use direct intervention and advocacy when needed as agreed to by the caller.
- Conduct complete and accurate interviews and capture all required data into I&R software(s).
- Respect and maintain client confidentiality; follow all agency and program guidelines regarding confidentiality.
- If a client is in a crisis, life-threatening or suicidal situation, assist the client to move from an emotional state to a cognitive state.
- Demonstrate a willingness and ability to work with difficult callers or calls using accepted techniques and principles.
- After proper Suicide Intervention/Prevention training, be able to answer suicide calls in addition to I&R calls.
- Develop and practice individual self-care plans.
- Follow up on referral cases or other inquires as needed
- Demonstrate a desire to improve with active and open participation in quality assurance program.
- Participate in staff development and trainings sessions as assigned.
- Perform related tasks as required and assigned by United Way of Northeast Florida.
- Demonstrate a commitment to the United Way mission statement and Code of Ethics in all interactions with coworkers and constituents.
Educational Background:
High School diploma/GED required. Bachelor’s degree preferred with minimum 1-year experience in the human services or customer service fields with complaint resolution.
Skills/Experience:
- Applicant should possess a motivation to help people, a non-judgmental attitude, excellent interpersonal skills, and an ability to empathize.
- Inbound call experience or prior information and referral experience strongly preferred.
- Excellent verbal and written communication skills.
- Demonstrated proficiency in the use of computer equipment, phones, various software programs and resource file.
- Ability to work effectively under stress.
- Ability to use good judgment and assessment techniques.
- Ability to work with minimal supervision.
- Ability to work variable shifts. (For example: variable shifts Monday through Friday, 7 a.m. to 7 p.m. Part-time staff will work designated shifts as assigned.)
- Overtime as assigned.
Compensation/Benefits:
Salary: $20,000 to $30,000 per year
Job Function:
Organization Info
Listing Stats
Post Date:
Sep 8 2018
Active Until:
Oct 8 2018
Hiring Organization:
United Way Worldwide
industry:
Nonprofit