211 Contact Specialist – Bilingual Preferred

TITLE:  211 Contact Specialist

EXEMPTION STATUS: Non-Exempt

10 FULL TIME and 1 PART TIME

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:

Day shift:

Must be able to work any of the following shifts:

6am-2:30pm, 6:30am-3pm, 7am-3:30pm, 7:30am-4pm, 8am-4:30pm, 8:30am-5pm, 9am-5:30pm, 9:30am-6pm, 10am-6:30pm, 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 a Hybrid position. Will be expected to work at assigned worksite in Ventura County for a minimum of one time per week.

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.