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Community Support Resource Coordinator

2 months ago

Milwaukee, Wisconsin, United States IMPACT Inc Full time
IMPACT Inc.
About the Organization:With six decades of dedication to the Southeastern Wisconsin community, IMPACT is committed to empowering individuals to initiate positive life changes. The organization provides assessments and guidance for those encountering personal challenges, connecting them with resources that foster stability, while partnering with community organizations to enhance systemic solutions.
Position Overview:As a Community Resource Specialist (CRS) Intern at IMPACT 211, you will play a crucial role in our 24/7/365 Contact Center. This position involves delivering essential support to both internal and external stakeholders, reflecting IMPACT's dedication to outstanding customer service, collaboration, and value addition. Your responsibilities will include managing the IMPACT 211 information and referral line, which encompasses responding to incoming chats and texts. As a CRS Intern, you will provide services such as assessing problems, identifying solutions, offering information and referrals, and assisting clients in developing action plans related to family, health, and social services.
Key Responsibilities:
  • Conduct customer satisfaction surveys through outbound calls to previous clients
  • Provide assessment, solution identification, information, and referrals with empathy and impartiality
  • Support clients in formulating actionable plans
  • Obtain consent from clients prior to initiating a Customer Satisfaction Survey during the first contact
  • Accurately document client interactions in a digital database and other systems
  • Engage in ongoing training and team meetings
  • Adapt effectively to necessary changes
  • Ensure compliance with relevant regulations to uphold client confidentiality
  • Actively participate in the organization's Diversity, Equity, and Inclusion (DEI) initiatives
Skills and Qualifications:
  • Strong communication skills, organizational abilities, and a collaborative spirit are essential
  • A positive demeanor with a willingness to both give and receive constructive feedback
  • Good judgment, problem-solving, decision-making, and time management capabilities
  • Ability to approach a diverse clientele with a non-judgmental attitude
  • Capacity to work in alignment with program objectives and manage stressful situations
  • Solution-focused with the ability to multitask
  • Professional, dependable, and committed to personal growth
Requirements:
  • Enrollment in a recognized two or four-year college program is required
  • Proficiency in computer skills is mandatory
  • Residency within Wisconsin, within a 50-mile radius of IMPACT, is necessary
Compensation & Benefits:
  • This is an unpaid remote internship
  • Gain practical experience in human services through client interactions via phone
  • Develop insights into program and systems technology processes
  • Enhance practical knowledge of human services by collaborating with a professional team
  • Opportunity to participate in organizational meetings and training sessions
IMPACT IS AN EQUAL OPPORTUNITY EMPLOYER