211 Contact Specialist – Bilingual Preferred

TITLE:  211 Contact Specialist  

6 Full-time Openings

EXEMPTION STATUS: Non-Exempt

Base Pay Rate: $17/hr non-bilingual

+$1/hr Bilingual Certification [Spanish, Vietnamese, Cantonese, Mandarin]

+ $1/hr Inform USA Community Resource Specialist (CRS) Certification

HOURS/SHIFTS REQUIRED:

Evening shift:

Must be able to work any of the following shifts:

12-8:30pm, 12:30pm-9pm, or 1pm-9:30pm

Day shift:

Must be able to work any of the following shifts:

6:00 am to 2:30 pm, 6:30 am to 3:00 pm, 7:00 am to 3:30 pm, 7:30 am to 4:00 pm, 8:00 am to 4:30 pm, 8:30 am to 5:00 pm, 10:30am-7pm, 11am-7:30pm, or 11:30am-8pm.

Rotating workdays with weekend availability required. The work schedule is produced at least two weeks in advance. Must have Saturday and Sunday availability. 40 Full-Time hours guaranteed.

SUMMARY: 

Deliver high quality, professional information and referral services to contacts and be an exemplary team member for the call center. Actively support department functions by providing a proactive role in reaching vulnerable contacts and being the first response to new roles in the call center.

Currently working from home. Will be expected to work at their assigned worksite in Ventura County at least once per month or as needed. Including receiving training and participating in meetings in the office as needed.

DUTIES:

• Provide high quality, multidimensional information and assistance services to contacts from multiple counties.
• Thorough documentation of each contact in appropriate database
• Follow-up and advocacy for contacts.
• Assist & provide constructive feedback as new processes and programs develop in the call center.
• Help each contact identify their health and human service needs.
• Use of multiple programs and databases for resource searches, information collection and application assistance.
• Active participant in keeping resource database updated with accurate information about community resources.
• Actively support Contact Center team and management in maintaining and developing services.
• Report technical or programmatic issues as needed.
• Attend training sessions and staff meetings as needed.
• Work varied hours, including nights, weekends and holidays as needed.
• Extended hours as needed in times of disaster in any county served.
• Other duties as assigned.

QUALIFICATIONS:

• Successful criminal clearance required and maintained, including but not limited to California Department of Justice (DOJ), Federal Bureau of Investigation (FBI, Child Abuse Index and Department of Motor Vehicles (DMV)
• Proof of a valid California Driver’s License, reliable transportation, proof of automobile insurance (listed as covered), pass and maintain driving approval as required by our insurer
• Effective, accurate written and verbal communication required.
• Excellent customer service skills required.
• Minimum of AA degree or equivalent experience.
• 1-2 years’ experience in contact center preferred.
• Obtain and maintain Inform USA certification within 1 year of eligibility.
• Familiarity with social service delivery systems strongly preferred.
• Must work well in a team environment.
• Must have strong skills in use of computer and telephone communication and documentation
• Must show personal initiative for following guidelines and directions.