211 & Crisis Services Specialist

3 weeks ago

Orlando, United States Heart of Florida United Way Full time
Description

POSITION SUMMARY

Provide individuals with suicide intervention, safety planning, crisis de-escalation, problem solving, brief assessment and appropriate social service referrals within a contact center environment.

KEY RESPONSIBILITIES & ESSENTIAL DUTIES OF POSITION

An individual must be able to perform each essential duty listed below at a satisfactory level:
  • Answer inbound 988 Suicide & Crisis Lifeline and 211 information and referral contacts.
  • Assess contact's needs or situation using pertinent questions and the principles of active listening.
  • Provide appropriate screenings for specialized programs.
  • Access multiple databases for resources and appropriately refer contacts.
  • Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
  • Maintain accurate data collection on all contacts in the appropriate database.
  • Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.
  • Advocate for clients within the framework of contact center protocols and procedures when appropriate.
  • Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics.
  • Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.
  • Complete all training for new programs and services related to 211 and Crisis Services when needed.
  • Contribute to overall organizational success by performing other duties and responsibilities as assigned.

JOB REQUIREMENTS

Job requirements include:
  • High School diploma or equivalent required.
  • One year of experience in social services, crisis hotline, contact center, or information and referral service preferred.
  • Experience with Microsoft Office required.
  • Client management databases or other relational database experience, preferred.
  • Demonstrated knowledge of health and human services desired.
  • Ability to effectively assess client needs and show sensitivity to issues presented by contacts.
  • Ability to multi-task and work in a fast-paced contact center.
  • Bilingual in English/Spanish preferred.
  • Must have access to a private, secure, and stable high-speed internet connection.
  • Must have access to a quiet, confidential workspace.
COMPETENCY REQUIREMENTS

Communications - Ability to communicate effectively.

Business Ethics - Ability to work with integrity and ethics.

Judgment - Ability to use sound judgement.

Initiative - Ability to take initiative.

Teamwork - Ability to work in a team environment.

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.

PHYSICAL DEMANDS

Physical demands include:
  • Constantly remaining in a stationary position, often sitting for prolonged periods.
  • Constantly communicating with others to exchange information through speaking, hearing, reading, and writing.
  • Constantly repeating motions and fine manipulation that may include the wrists, hands and/or fingers. Ability to type using a keyboard.
  • Constant use of standard office equipment such as the telephone and/or headset, copier, and computer.
  • Constantly assessing the accuracy, neatness and thoroughness of the work assigned.
  • Constantly viewing information on a computer screen.
  • Occasionally traveling to the office when needed.

WORKING CONDITIONS

Working conditions include:
  • Remote, inside working environment.
  • High level of long periods of concentration.
  • Constant customer and staff interaction.
  • Reliable transportation required.

CORE VALUES
  • Passion: Dive in - Create enthusiasm and inspire others.
  • Authenticity: Be Real - Keep it honest and set the example.
  • Collaboration: Live United - Work together and mobilize for change.
  • Empowerment: Own it - Be courageous and make it happen.


DIVERSITY, EQUITY & INCLUSION STATEMENT
Heart of Florida United Way is committed to creating a rich, diverse work environment and supportive community that not only accepts differences, but also embraces and celebrates them. We are committed to being a health and human service leader that meets the needs of our diverse community.

Our clients come from all walks of life and so does the team at United Way. Our vision for diversity and inclusion is to ensure that all of Heart of Florida United Way's business policies, procedures, and practices are respectful of all individuals. Our belief is that the best way to accomplish this is to maintain a culture that utilizes the diversity of ideas, the collaboration of different perspectives, to courageously share thoughts and encourage others to do the same.

Diversity and inclusion are at the heart of what it means to LIVE UNITED and are fundamental to achieving our mission and impact goals in education, income, and health.

Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you

Medical Insurance (Health, Dental, Vision) - on the 1st day and HFUW pays 80% of your premium.

Company-Paid Benefits - HFUW provides all full-time employees with the opportunity to enroll in short-term & long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.

401k w/ Company Contribution - not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.

Paid Time Off - HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance. Full-time employees start accruing vacation time (2 weeks your 1st year), sick time (1 day/mo.), and personal time (2 days/year) off upon hire, with generous carry over and accruals.

Pay Range

$15.00 None to $0.00 None

  • Crisis Outreach Specialist

    2 days ago

    Orlando, United States The Coalition for the Homeless of Central Florida Full time

    **POSITION**:Crisis Outreach Specialist** **REPORTS TO**:Outreach Program Manager** **STATUS**:Full Time - Hourly/ Temporary-Grant Funded** **Position Summary**: The Crisis Outreach Specialist will identify and build rapport with homeless individuals in Orange County. Will assist clients in breaking the cycle of homelessness by moving from accessing, to...

  • Pediatric Speech Language Pathologist/Assistant

    4 days ago

    Orlando, United States AMP Therapy Full time

    AMP Pediatric Therapy is a private, therapist-owned practice located in Central Florida and is home to over 100 PTs/PTAs, OTs/COTAs, SLPs/SLPAs, and ITDS that provide quality therapy to children 0-21 throughout the state. Job Details:AMP Pediatric Therapy is seeking skilled pediatric Speech Language Pathologists and assistants to serve our pediatric...

  • Pediatric Occupational Therapist/Assistant

    2 weeks ago

    Orlando, United States AMP Therapy Full time

    AMP Pediatric Therapy is a private, therapist-owned practice located in Central Florida and is home to over 100 PTs/PTAs, OTs/COTAs, SLPs/SLPAs, and ITDS that provide quality therapy to children 0-21 throughout the state. Job Details:AMP Pediatric Therapy is seeking skilled pediatric Occupational Therapists and Certified Occupational Therapist Assistants to...

  • Pediatric Speech Language Pathologist

    3 days ago

    Orlando, United States AMP Therapy Full time

    AMP Pediatric Therapy is a private, therapist-owned practice located in Central Florida and is home to over 100 PTs/PTAs, OTs/COTAs, SLPs/SLPAs, and ITDS that provide quality therapy to children 0-21 throughout the state. Job Details:AMP Pediatric Therapy is seeking skilled pediatric Speech Language Pathologists to serve our pediatric population in their...

  • Pediatric Speech Language Pathologist/Speech Language Pathologist Assistant

    3 days ago

    Orlando, United States AMP Therapy Full time

    AMP Pediatric Therapy is a private, therapist-owned practice located in Central Florida and is home to over 100 PTs/PTAs, OTs/COTAs, SLPs/SLPAs, and ITDS that provide quality therapy to children 0-21 throughout the state. Job Details:AMP Pediatric Therapy is seeking skilled pediatric Speech Language Pathologists and assistants to serve our pediatric...

  • Pediatric Physical Therapist/Physical Therapist Assistant

    3 days ago

    Orlando, United States AMP Therapy Part time

    AMP Pediatric Therapy is a private, therapist-owned practice located in Central Florida and is home to over 100 PTs/PTAs, OTs/COTAs, SLPs/SLPAs, and ITDS that provide quality therapy to children 0-21 throughout the state. AMP Pediatric Therapy is seeking skilled pediatric Physical therapists and assistants to serve our pediatric population in their natural...

  • Client Services Specialist

    4 days ago

    Orlando, United States ES Solutions Full time

    Elite Strategic Solutions, based in the greater Orlando area, is looking for a Client Coordinator. As our company expands, we are seeking a full-time candidate to help evolve our clients' sales strategy by utilizing our professional knowledge and, more importantly, our extensive experience in Business Partnerships. Our team of Client Service Specialists are...

  • Client Services Specialist

    4 days ago

    Orlando, United States ES Solutions Full time

    Elite Strategic Solutions, based in the greater Orlando area, is looking for a Client Coordinator. As our company expands, we are seeking a full-time candidate to help evolve our clients' sales strategy by utilizing our professional knowledge and, more importantly, our extensive experience in Business Partnerships. Our team of Client Service Specialists are...

  • Client Services Specialist

    3 days ago

    Orlando, United States ES Solutions Full time

    Job DescriptionJob DescriptionElite Strategic Solutions, based in the greater Orlando area, is looking for a Client Coordinator. As our company expands, we are seeking a full-time candidate to help evolve our clients' sales strategy by utilizing our professional knowledge and, more importantly, our extensive experience in Business Partnerships. Our team...

  • Customer Service Specialist

    2 months ago

    Orlando, United States VaxCare Full time

    Customer Service Specialist • If you enjoy stale, bureaucratic organizations whose IT and product evolution cycle follows the timing of Haley comet’s orbit, then this job is not for you. • If you enjoy endless routine of the same mundane tasks, then this job is not for you. • If you enjoy being a part of America’s healthcare cost problem versus its...

  • BIM Specialist

    2 weeks ago

    Orlando, Florida, United States Conti Federal Services Full time

    Conti Federal Services is a leading global construction and engineering company that has delivered some of the most demanding projects for the U.S. federal government. With roots dating back more than 115 years, Conti Federal specializes in military construction, critical infrastructure, secure construction, environmental remediation, and disaster response...

  • Customer Service Specialist

    3 weeks ago

    Orlando, United States Masis Professional Group Full time

    If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, this is the firm for you! The Client Service Specialist works closely and collaboratively with the Retirement, Health & Wealth Account Manager and internal service team to ensure service deliverables meet and exceed client...

  • Customer Service Specialist

    1 week ago

    Orlando, United States Masis Professional Group Full time

    If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, this is the firm for you! The Client Service Specialist works closely and collaboratively with the Retirement, Health & Wealth Account Manager and internal service team to ensure service deliverables meet and exceed client...

  • Customer Service Specialist

    2 weeks ago

    Orlando, United States Masis Professional Group Full time

    If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, this is the firm for you!The Client Service Specialist works closely and collaboratively with the Retirement, Health & Wealth Account Manager and internal service team to ensure service deliverables meet and exceed client...

  • Customer Service Specialist

    3 weeks ago

    Orlando, United States Masis Professional Group Full time

    If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, this is the firm for you!The Client Service Specialist works closely and collaboratively with the Retirement, Health & Wealth Account Manager and internal service team to ensure service deliverables meet and exceed client...

  • Specialist, Payroll Services

    5 days ago

    Orlando, Florida, United States WSP USA Full time

    This OpportunityJoin our Payroll Team and be a part of a growing organization that meets our client's objectives and solves their challenges. WSP is currently initiating a search for a Payroll Specialist . This position can be based in any WSP USA office in the east.Under minimum supervision, the Payroll Specialist performs duties associated with the...

  • Linen Service Specialist

    4 days ago

    Orlando, Florida, United States AdventHealth Full time

    Linen Service SpecialistLocation: AdventHealth Orlando-601 East Rollins Street, Orlando, 32803All the benefits and perks you need for you and your family: Benefits from Day One Paid Days Off from Day One Student Loan Repayment Program Career Development Whole Person Wellbeing Resources Mental Health Resources and Support Pet Insurance* Debt-free...

  • Linen Service Specialist

    4 days ago

    Orlando, United States AdventHealth Full time

    Linen Service Specialist Location: AdventHealth Orlando-601 East Rollins Street, Orlando, 32803 All the benefits and perks you need for you and your family: Benefits from Day One Paid Days Off from Day One Student Loan Repayment Program Career Development Whole Person Wellbeing Resources Mental Health Resources and Support Pet Insurance* Debt-free...

  • Operations Support Specialist

    1 month ago

    Orlando, United States Citizenship and Immigration Services Full time

    Summary This position is located in Office of Field Operations Orlando FL Field Office. As an Operations Support Specialist , you will assist management in administering a variety of programs, policies and procedures, provide advice, guidance, and instruction concerning administrative programs that include complex and sensitive issues, and provide...

  • Client Service Specialist

    1 month ago

    Orlando, United States Valmark Financial Group Full time

    Job DescriptionJob DescriptionAre you analytical and technical in nature? Are you reserved and reflective with a direct and factual form of communication? Do you thrive in a position that is orderly and systematic? If so, this may be the job for you! OneDigital is looking for someone who possesses these traits to join their team as a Client Service...