211 & Crisis Services Specialist

$31,200 - $31,200/Yr

United Way - Orlando, FL

Full-time - Entry Level

Remote - Orlando, FL

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The 211 & Crisis Services Specialist at United Way is responsible for providing crisis intervention, safety planning, and social service referrals within a contact center environment. This role involves answering inbound calls related to the 988 Suicide & Crisis Lifeline and 211 information services, assessing the needs of contacts, and maintaining accurate data collection while adhering to confidentiality standards.

Responsibilities

• Answer inbound 988 Suicide & Crisis Lifeline and 211 information and referral contacts.
• Assess contact's needs or situation using pertinent questions and the principles of active listening.
• Provide appropriate screenings for specialized programs.
• Access multiple databases for resources and appropriately refer contacts.
• Demonstrate proficiency in using multiple types of contact center software, computer hardware, and telephone equipment.
• Maintain accurate data collection on all contacts in the appropriate database.
• Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.
• Advocate for clients within the framework of contact center protocols and procedures when appropriate.
• Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics.
• Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.
• Complete all training for new programs and services related to 211 and Crisis Services when needed.
• Contribute to overall organizational success by performing other duties and responsibilities as assigned.

Requirements

• High School diploma or equivalent required.
• One year of experience in social services, crisis hotline, contact center, or information and referral service preferred.
• Experience with Microsoft Office required.
• Client management databases or other relational database experience preferred.
• Demonstrated knowledge of health and human services desired.
• Ability to effectively assess client needs and show sensitivity to issues presented by contacts.
• Ability to multi-task and work in a fast-paced contact center.
• Bilingual in English/Spanish preferred.
• Must have access to a private, secure, and stable high-speed internet connection.
• Must have access to a quiet, confidential workspace.

Nice-to-haves

• Bilingual in Spanish
• Experience with relational databases
• Knowledge of health and human services

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• Paid time off
• Work from home
• Vision insurance
• 401(k) matching
• Flexible schedule
• Life insurance