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Call Specialist
1 month ago
Essential Functions of the position are detailed below, and include any physical requirements below that. * Responsible for answering high-volume calls, received through three Call Center phone lines, to assist the callers, which includes city and suburban residents, with their financial needs and non-financial needs. * Responsible for gathering information to screen potential clients and then matching them to the appropriate agency for resources; treats each caller with professionalism and compassion. * Adheres to departmental scripts and protocols when processing client intakes, including but nor limited to: crisis handling procedures, active listening, speaking clearly and leading the calls. * Informs supervisor of any calls that need to be escalated and/or service delays so that proper follow-up with external agencies occur. * Maintains up-to-date and accurate client information, departmental files and databases, as required by agency/programmatic policies and procedures, professional standards, and external requirements of all regulatory, licensing or accrediting bodies in the course of performing job expectations. PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned. X Kneel and move from sitting, bending, kneeling or standing multiple times a day. X Push and pull objects up to 25 pounds. X Climb up and down up to 3 flights of stairs at a time. X Lift up to 25 pounds. Additional Requirements: Other Requirements Comply with program and/or Agency requirements related to (check all that apply). X Background check, including any program specific requirements. Physical examination Drug Testing TB Testing Driver's License and reliable transportation Agency-specified automobile insurance Additional Requirements: Immediate Supervisor: Program Manager Directly Supervises: Senior Call Specialist and Call Specialists Indirectly Supervises : N/A Education and Experience Requirements: Relevant Education: Preferred: Bachelor's Degree Minimum: Associate's Degree Relevant Experience: Preferred: 3 Years Minimum: 1-2 years Certification/Licensure: Preferred: Alliance Information Referral Systems (AIRS) Certification and Bilingual Speaking Skills (English/Spanish). Minimum: Must acquire AIRS certification within first year of hire date Employment Type: Full Time
