Information and Referral Specialist

Job Description

Job Description

Description :

Job Title : Information & Referral Specialist

Reports to : Director of Essential Services

Job Type : Full-time / non-exempt

Location : Fully Remote

Payrate : $26.01 / hour

Schedule : Mon - Fri, 9 am - 5 pm

Program Summary :

Our Mission at Crisis Connections is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support. We value accountability, collaboration, continuous improvement, respect and diversity, equity, inclusion & belonging. If you want to support our communities by connecting people to essential health and human services, we would love to have you apply for our Information & Referral Specialist position.

Position Summary :

211 Information & Referral (I&R) Specialists work on the Washington 211 hotline and are responsible for providing high quality, comprehensive support to Washington 211’s inquirers via phone, email, chat and text. I&R Specialists assess callers’ needs, complete intakes, provide appropriate information & referrals, are responsible for keeping complete and accurate documentation, and complete other tasks, duties and special projects as assigned.

I&R Specialists are reliable, organized and compassionate. Specialists are flexible problem-solvers who are eager to learn, willing to listen to callers and happy to help those in need. Those with specific interests in contact center operations, data, human services and more may have opportunities to develop unique skillsets.

Who Are We?

Crisis Connections operates the Washington 211 hotline staffed by I&R Specialists. We are a busy contact center (no sales or telemarketing) serving Washington residents seeking information and access to essential health and human services. We are part of the crisis response system, providing information and referrals to a variety of resources including (but not limited to) food, shelter, rent, utility assistance, legal, health, and employment services utilizing our comprehensive resource database. At Crisis Connections you will be part of a supportive, team-focused environment that provides a unique opportunity for growth and professional development. You will receive extensive training to navigate our resource database and learn about the non-profit, government and specialized programs available in Washington state.

We are open Monday - Friday, 9am - 5pm. Scheduling flexibility within these hours is required.

Qualifications and Required Skills :

• Problem-solvers with a positive attitude and desire to learn and help others!
• Contact center background strongly preferred.
• Excellent verbal and written communication skills, including ability to respond to callers with patience, objectivity and without judgement.
• Thrive in a fast-paced environment where attention to detail is crucial.
• Ability to work in a structured setting where punctuality, attendance and a positive attitude are essential.
• Ability to multi-task using a database while simultaneously providing excellent customer service.
• Comfortable using technology with a demonstrated ability to troubleshoot basic problems.
• Associate's degree or experience in related field helpful.

Requirements :

Computer Skills Assessment : Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length and timed. HR will provide a link to complete the test after screening qualified candidates.

This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as accommodation. Additional accommodations for the assessment are provided upon request.

MS Office Skills Assessment : Candidates to this role will be required to complete an MS Office Skills Assessment to measure their ability to use MS Office tools such as PowerPoint, Word, and Excel.

Technology Requirements :

Smart phone with ability to download and use Multi-factor Authentication (MFA) application.

For Remote / Hybrid positions

Working Conditions : Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT / software platforms at once and be able to function in an environment with moderate noise and distraction.

Thriving employees means a thriving mission : We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities .

Voluntary Benefits

Offers of Employment : All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

DISCLAIMER : The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION : Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.