Community Connector - 211 Jobs

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

General Information

Position Title

Community Connector- 211, FT

Location:

Main Office

Hours

28 – 37.5 hours/week, as scheduled

FLSA Classification

Non-exempt

General Summary

The Community Connector- 211 is a caller-focused position responsible for providing assessment, problem solving, and referral assistance to those seeking basic needs and support. A successful Community Connector- 211 knows the importance of empathy, advocacy, and cultural competency to help callers access the services needed to build and sustain healthy lives. This position requires a creative intellectual with critical thinking skills and a desire to help those in need.

Under the general supervision of a 211 Coordinator, the Community Connector-211 handles incoming calls/texts to the call center on various assigned information and referral and community support lines: answering all calls/texts, collecting and documenting all required data, and offering all applicable resources and referrals to clients.

Duties And Responsibilities

• Attend mandatory quarterly staff meetings and complete required trainings, workshops, and continuing education to remain knowledgeable about best practices, policies, and protocols, including Applied Suicide Intervention Skills Training
• Document calls in an accurate and timely manner in web-based helpline software
• Navigate multiple computer databases to locate and refer callers to appropriate community resources
• Answer calls on assigned incoming lines, including but not limited to information and referral and community support lines with compassion and in accordance with the organization’s training and scope
• Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
• Complete assessments and determine eligibility for emergency shelter placements
• Perform additional responsibilities as they develop and are assigned
• Maintain a meets expectation rating for answer rates across all lines
• Assist with placing rescue calls as needed for callers requiring emergency assistance
• Place outgoing and follow-up calls to designated programs as scheduled
• Apply crisis intervention tools and techniques and make appropriate connections to community safety net programs when needed

Education Requirements

B.A. in Mental Health/Human Services field, or related field of study, desired. Comparable training and experience will be considered. Must also have a demonstrated ability to effectively manage crises

Previous Experience Requirement

Crisis counseling/mental health experience; experience linking people with needed community resources

Knowledge and Skills Needed to Perform Effectively in this Position

• Effectively multi-task and use an internal messaging system during calls and throughout shift
• Strong documentation skills
• Function autonomously and exercise good judgment and decision-making skills, particularly in a crisis situation
• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Ability to adapt quickly to varied protocol/requirements of each incoming/outgoing line
• Skilled in web-based computer environment, database navigations, and multi-line phone system

Additional Requirements

• Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• High energy, patience, and controlling one’s emotions, as well as the ability to think analytically in a high-stress environment
• Understanding of personal wellness
• A sense of responsibility and commitment to Contact Community Services and its mission

Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).

This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment. If you are required to report to work during a shift that the business office is closed due to an emergency, you will be compensated at a rate to equal one and half times your regular rate of pay.

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities
• Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.

This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position’s scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Contact Community Services, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.