Reports to: Amanda Crabtree / Revised Date:
FLSA Status: Nonexempt / Prepared by: Amanda Crabtree
Position Overview
Serve as a first point of contact for callers to the organization, accurately assess the caller’s needs and makes appropriate referrals to community resources.
Essential Job Functions: I&R Specialist
- Maintain up-to-date knowledge and understanding of community resources, including information from the database and daily updates via Internet, email, and written resources.
- Serve as the first point of contact for callers requesting assistance with identifying resources in the community using required opening and closing call script; accurately assess the caller’s needs; make appropriate referrals to community resources.
- Maintain a 1% or lower error rate on Client Intake submissions
- Maintain a 10% or greater Quality Assurance Call Back request
- Be fully prepared to begin answering phone lines promptly per agreed-upon work schedule and at the beginning of each call. This means that you are logged into the call queue and available to take calls at the beginning of your shift. Your lunch is scheduled each day and you must adhere to this schedule unless prior approval has been given.
- Listen objectively and communicate with a non-judgmental attitude. Follow guidelines for listening included in the training manual.
- Become proficient in using all information and referral software (CDS, C.A.N., WebEOC and others as implemented).
- Maintain confidentiality in all communications and remain aware of necessity for discretion and protection of the caller’s information.
- Read VisionLink “Intranet” prior to each workday and after lunch breaks to remain informed.
- Keep Outlook email account open and minimized on your desktop during work hours; respond to supervisor emails promptly, targeting one hour or less.
- Complete assigned number of 2-1-1 quality assurance follow-up calls and enter results into CDS as the calls are completed.
- Participate in Monitoring process as required.
- Complete “Mystery Calls” as assigned (Quality Assurance calls made to overnight provider)
- Report “Best Moments” weekly for reporting purposes.
- Maintain clean, organized workspace.
- Assist, as requested, in training of new staff and volunteers.
- Other duties as assigned, including assistance within the employee’s area of expertise (including clerical, graphic design, web design, or creative writing).
Requirements
- Attend and participate in all staff and training meetings (during business hours).
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other Skills/Abilities
- Typing proficiency (minimum 45 wpm equivalent); knowledge of Microsoft Word; high comfort level in searching Internet; easily adaptable to new software programs.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Bachelor’s Degree; Associate's degree (A. A.) or equivalent from two-year college or technical school if combined with experience in a related field. Significant experience (3-5 years or more) in similar or equal call center will be considered.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
I have read the above job description and agree to the terms of my position. I understand that any performance that does not meet the above expectancies will result in a written counseling with an Individualized Performance Improvement Plan at minimum.
Signature: ______Date: ______
Supervisor’s
Signature: ______Date: ______
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