Alaska 2-1-1 is a single front door for the health and human services delivery system in Alaska. It is designed for easy use by consumers, service providers, case/care managers, constituent aides, and planners. Alaska 2-1-1 provides free, confidential access to a call center Monday through Friday 8:30 am – 5:00 pm.
Areas of responsibility include day-to-day support of the operations of Alaska 2-1-1 project. This includes answering calls and helping find resources in the community that may help callers in situations they find themselves in.
Working with the Alaska 2-1-1 Manager, and peer Information and Referral (I & R) Specialists to document the calls received at the call center. Process the calls and record data into the information and referral database. Assist with database management. Previous I & R or Call Center experience a plus. Successful candidate must possess skills to complete certification through AIRS as an Information & Referral Specialist within a year hire. Ability to work differing shifts between 7 am and 6 pm as well as the possibility of some holidays.
- Respond to calls and provide appropriate referrals using the resources available through Alaska 2-1-1 database
- Enter caller information correctly in the call module
- Perform follow-up calls as part of the Quality Assurance requirements
- Support other functions of the call center (i.e. prepare mailings, filing, etc.,)
- Ensure stability of the database platform
- Willingness to pursue required credentialing
- Day-to-day database work when fully trained
- Other duties as assigned
- Maturity and desire to help people in difficult situations; excellent communication and interpersonal skills; ability to neutrally provide information; good computer skills; excellent attention to detail.
- Must work well with a team in a small call center environment. Previous I & R experience a plus.
- Successful candidate must possess skills to complete certification through AIRS as an Information & Referral Specialist within a year hire.
- Ability to work differing shifts between 7 am and 6 pm as well as the possibility of some holidays.
Computer/Technological Skills:
- Requires advanced knowledge of MS office software and must be willing and able to learn new software programs.
Interpersonal, Communication, and Professional Skills:
- Maturity and desire to help people in difficult situations
- Must work well with a team in a small call center environment - multi-tasker, self-motivated and takes initiative, shares credit and takes responsibility for actions
- Excellent communication skills - both verbal and non-verbal
- Excellent interpersonal skills - adaptable, flexible, responsive, respectful and mature
- Must have ability to neutrally provide information; good computer skills; and excellent attention to detail.
Language Skills:
- Must be able to read, write and understand English. Must be able to communicate efficiently, professionally, and accurately.
Physical Demands:
- While performing the duties of this job, the employee is regularly required to sit, talk and/or hear. The employee is frequently required to use finger and hand motion and occasionally required to stand, walk and reach with hands and arms. The employee must frequently lift and/or move objects up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.