Community Resource Specialist

6 months ago

Milwaukee, United States IMPACT Inc Full time

IMPACT Inc.

With 60 years of experience serving Southeastern Wisconsin, IMPACT helps people take the first step toward changing their life, for good. We assess and guide those experiencing personal crisis toward resources to achieve stability; and collaborate with community partners to foster system improvement.

Our role is critical. Critical conditions. Critical connections. Critical change.

Position Summary:

IMPACT 211 is our Contact Center, which operates 24/7/365. As a member of the IMPACT 211 team, the Community Resource Specialist (CRS) Intern provides quality support to some of IMPACT and its outside customers, demonstrating IMPACT's philosophy of customer service, teamwork and value added. Answers IMPACT 211 information and referral line, including incoming chats and texts. CRS Interns provide the following services: problem assessment, problem solving, information and referral, and assistance in the development of an action plan to customers within the scope of family, health, and social services that appropriately meets their needs.

Responsibilities:

  • Conducts customer satisfaction surveys by making outbound calls to previous customers
  • Provides assessment, problem solving, information and referral, when necessary, in an empathetic and nonjudgmental manner.
  • Assist customers in developing an action plan.
  • Ask all customers permission to conduct a Customer Satisfaction Survey during the initial call.
  • Accurately document customer contacts in a computerized database and other means.
  • Participates in ongoing training and staff meetings.
  • Ability to effectively work in and adapt to ongoing necessary changes.
  • Ensures that IMPACT is compliant with applicable federal, state, and local laws ensuring client confidentiality
  • Actively participate in and support the organization's Diversity, Equity, and Inclusion (DEI) initiatives.

Skills and Abilities:

  • Must be a team player, organized, have strong verbal and written communication skills
  • Must have a positive attitude and able to give and receive feedback for improvement
  • Good judgment, problem solving, decision-making, and time management skills.
  • Ability to work with non-judgmental attitude with a population comprised of diversity in gender, socio-economic and ethnic group, sexual orientation, and physical or mental abilities
  • Ability to work within the parameters of the program and be able to work in an environment where there is frequent exposure to stressful/critical situations.
  • Solutions orientated and have ability to multitask
  • Professional and reliable
  • Interested in personal growth and development

Qualifications:

  • Must be enrolled in an accredited two or four year college program
  • Computer proficiency necessary
  • Reside in the State of Wisconsin and within 50 miles of IMPACT

Pay & Benefits:

  • This position is an unpaid, remote internship
  • Gain practical human services experience working directly with clients telephonically
  • Gain insight on program and systems technology processes
  • Learn practical human service knowledge and experience by working with a professional team
  • Opportunity to participate in company meetings and trainings

IMPACT IS AN EQUAL OPPORTUNITY EMPLOYER

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