Community Resource Specialist I - Billingual Preferred - Multiple shifts available.
Location
United States
Posted
6 days ago
Salary
$18 - $19 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
- Build TRUST in everything we do.
- Extend GRACE by thinking beyond ourselves.
- Show GRIT by bringing it everyday.
- Be OPEN to embracing others’ differences.
- Actively ENGAGE by listening and sharing.
- Live CURIOUSLY to learn constantly.
- Answer phone calls, email, chat and text, demonstrating strong customer focus with all users of the service; ability to work with diverse populations within the context of developing the cultural competency needed, to provide appropriate resources to inquirers.
- Maintain a nonjudgmental attitude when speaking with clients, displaying sensitivity to all cultural backgrounds.
- Identify and reflect the feelings of callers in crisis.
- Assess the clients’ needs or situation using pertinent questions and the principles of active listening.
- Advocate for clients when appropriate.
- Request statistical and demographic information related to our clients to assist in the determination and tracking of unmet needs in the community.
- Record clients' information into the call center database and provide referrals to the appropriate resources as needed.
- Place outbound calls to follow-up with a percentage of our clients to determine if their needs were met.
- Complete assessments for clients in high-risk situations.
- Access the 2-1-1 database for resources and appropriately refer clients.
- Identify requests for resources that are not available in our database and inform the call center database Manager of unmet needs.
- Maintain an acceptable level of call handling and customer service performance as described by the 2-1-1 training standards.
- Complete all training for new programs and services related to 2-1-1 and provide feedback as needed.
- Complete the Inform USA Community Resource Specialist certification exam within six months of eligibility to ensure adherence to industry standards and quality service delivery.
- This job has no supervisory responsibilities.
- High level of professionalism, confidentiality and capacity to work independently.
- High level of written and verbal communication skills with attention to detail and organization.
- Demonstrate proficiency in using call center software, computer hardware and telephone equipment.
- Ability to work alternative schedules and demonstrate flexibility in times of disaster.
- Engage in and maintain knowledge of UWM programs and strategies.
- Proactive in engaging in or seeking out self-learning opportunities.
- Ability to work effectively as a team member and assist other staff members willingly.
- English proficiency sufficient and bilingual preferred for communication with supervisors, co-workers, clients and customers.
- Knowledge of MS Office Outlook, Excel, Access and Word Processing software.
- Associate's degree (preferred) from two-year College or University and/or one to two years related experience and/or training in Social Services or Human Services.
- Prolonged periods of sitting at a desk and working on a computer.
- Must occasionally lift and/or move up to 10 pounds.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
- Generous 401(k) Retirement plan
- Paid vacation and sick time
- Employer-paid life and disability insurance
- Professional development assistance
- Tuition reimbursement
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