The Community Care Advocate answers calls and provides information and referrals to community members who are in need of assistance. The incumbent in this position demonstrates compassion and empathy while employing exceptional listening skills in order to fully understand caller's needs and recommend effective alternatives for resolution.
Areas of Responsibility:
- Process a high volume of incoming calls from low-income clients seeking information and referrals for social services. This may include: food, clothing, shelter and housing, and utility bill payment assistance.
- Employ listening skills in order to understand all of the caller's needs.
- Demonstrate a high degree of empathy, showing the appropriate levels of care and understanding, without being, or being perceived as, judgmental.
- Identify and offer effective solutions to both expressed and latent needs.
- Connect callers with resources in the caller's area that offer assistance.
- Utilize the department's database information, demonstrating technical skills that lead to efficient and effective outcomes.
- Report inaccurate database information to the Resource group for correction.
- Record caller data accordingly to prescribed policies.
- Represent United Way 2-1-1 at community events designed to inform people in the community about 2-1-1 services.
Educational Background:
High school diploma, with some social services coursework or experience preferred
Skills/Experience:
Competencies:
- Communicates Effectively
- Relationship Management
- Adaptability
- Tenacity
- Continuous Learning
- Self-Management
- Drives for Results
- Problem Solving / Critical Thinking
- Customer Focus
- Teamwork and Inclusion
- Self-Awareness
Demonstrated Abilities:
- High-impact, customer-focused telephone communication skills
- Effective listening and problem solving involving customer service via telephone
- Ability to function successfully in a fast-paced, often stressful work environment
Acquired Knowledge:
- A minimum of 1 year of experience in a high-volume call center
- Basic computer skills, including MS Word, Outlook, Excel, and Internet searches
Job Function:
Organization Info
Listing Stats
Post Date:
Sep 27 2018
Active Until:
Oct 28 2018
Hiring Organization:
United Way Worldwide
industry:
Nonprofit