Reports to: Supervisor/Quality Assurance Specialist
FLSA: Non-Exempt
JOB SUMMARY
CONTACT Helpline is a nonprofit organization that was founded in 1970 with a mission to build a better community one connection at a time and a vision to provide compassionate listening and vital resource referrals 24/7. The organization is committed to providing person-centered, trauma-informed services to assist in empowering families and meeting the emotional and health, and human services needs of individuals.
The role of Resource Navigator is critical to the organization’s mission, vision, and commitment as the position serves as the first point of contact for PA 211 and the provision of information and referrals to individuals seeking health and human services resources within their community, county, or state. This responsibility is fulfilled by responding to incoming calls, texts, or chats, collecting and documenting client information and demographics, and administering pre-screenings and eligibility assessments as required. The position is a full-time (37.5 hours per week) one with a hybrid work option.
DUTIES/RESPONSIBILITIES
Handle customer inquiries by phone, text, chat, email, or other mediums.
Utilize active listening and a person-centered, trauma-informed approach to assess customers’ needs, assist with problem-solving, and administer pre-screenings and eligibility assessments as applicable.
Provide customers with accurate, relevant appropriate health and human services information and referrals according to customers’ identified needs.
Assist customers with the identification of underlying needs beyond the initial request.
Maintain accurate documentation, including demographics, of all customer interactions (calls, texts, chat, etc) according to operating policies and procedures and workflow processes.
Develop and maintain sound working knowledge of workflow processes and systems including call transfer protocols and familiarity with regional and statewide projects and programs.
Work in compliance with key performance indicators, metrics, and quality assurance standards and ensure individual performance standards are met.
Perform follow-up customer contacts when applicable.
Assist in ensuring 24/7 coverage by adhering to the established schedule and timeliness for each shift.
Demonstrate inclusivity and objectivity in all interactions and a high standard of professionalism, including a commitment to protecting customer privacy and confidentiality.
Attend CONTACT Helpline staff meetings and other required meetings and training offered by CONTACT Helpline, and as approved, training offered by partner organizations to continue to hone and sharpen skills including annual refresher training in Crisis Intervention, trauma-informed care, and diversity.
Adhere to all personnel and operating policies and procedures.
Perform other duties as assigned by the direct supervisor and Executive Director.
The job description is not designed to comprehensively list all duties and responsibilities. It is intended to provide an overview of essential/primary functions. Duties and responsibilities may change, or new ones may be assigned at any time with or without notice.
EDUCATION & EXPERIENCE
High School Diploma or GED. (Equivalent experience as a substitute for education is allowed).
Associate or Bachelor’s Degree in Social Work or health and human services-related field, plus two or more years of experience in health or human services, social work, or related non-profit work, preferred.
KNOWLEDGE, SKILLS & ABILITIES
Excellent written, verbal, and interpersonal communication skills.
Ability to demonstrate empathy and patience.
Knowledge of social service delivery systems.
Exceptional listening and problem-solving skills.
Intermediate in Microsoft Office suite of programs (Excel, Word, etc.); with strong comfort and familiarity with internet-based programs; demonstrated ability to work with multiple technologies; and ability to learn new technical skills.
Strong organizational skills.
Ability to multitask.
Outstanding customer service skills and dedication to providing exceptional customer contacts.
Demonstrated ability to work independently as well as part of a team.
Ability to effectively interact with diverse groups.
Must be able to pass a criminal background check.
TRAVEL REQUIREMENTS
Rare occasional travel is required. A driver’s license and the availability of a motor vehicle are required.
DIRECT REPORTS
None.
CONTACT Helpline is an equal opportunity employer. CONTACT Helpline considers applicants for all positions without regard to race, color, religion, national origin, gender, age, marital status, disability, veteran status, sexual orientation, or any other characteristic protected by applicable local, state, or federal law. All hiring decisions are subject to immigration laws pertaining to work authorization requirements.