JOB POSTING - FULLTIME (37.5 hrs/wk)

INFORMATION, REFERRAL AND DISABILITY PROGRAMS SPECIALIST

 

JOB SUMMARY: The person in this position holds two different roles within the 2-1-1 Community Information Line (CIL).  As an Information & Referral Specialist, answers incoming calls and provides information and referrals to social and health services in King County. After problem identification and assessment, utilizes computerized community resource database to locate appropri­ate referrals for a caller, and is responsible for accurately entering call information into a computerized log sheet.  As the Disability Programs Specialist, serves as an expert on disability issues in order to increase the effectiveness of the agency’s services, particularly in the 2-1-1 CIL.  Receives referrals and assists callers with disabilities over the phone who are in need of informa­tion, resources, and/or advocacy, to assure connection to critical resources.  Maintains disability case files on the computer and is responsible for monthly contract reporting.  Assists staff in learn­ing more about the needs of persons with disabilities and the resources available to them.  Pro­vides internal / external trainings and presentations and is responsible for representing the agency within the larger social service community.

 

QUALIFICATIONS:

·        Call center and/or customer service experience required

·        Basic knowledge of disability resources and related organizations serving King County

·        B.A. or substantial experience in related human services required

·        Previous experience working with adults who have disabilities

·        Excellent communication, administrative and problem-solving skills required

·        Proven to be self-motivated, detail oriented, with strong computer background (MS-Outlook, Word, and Excel) and ability to learn new tasks and software quickly

·        Demonstrated ability to:

·        Respond to callers/customers with patience, objectivity and nonjudgmental attitude

·        Work well independently and within a team, consistently displaying a positive attitude and excellent interpersonal skills

·        Follow protocols, policies and procedures

 

STARTING SALARY:  $14.50 hr., plus medical and dental insurance, vacation, sick leave, holidays, and personal leave days.

TO APPLY:  NO PHONE CALLS.  Send Resume & Cover Letter with the following information: 

1)     Where / How you found out about the job, and

2)     Why you are interested in the position, to:

                    Susan Gemmel,  2-1-1 Director, 

                    Crisis Clinic, 1515 Dexter Ave. N., #300,

                    Seattle, WA  98109  -or-    SGemmel@CrisisClinic.org.    

Crisis Clinic is an Equal Opportunity Employer.

 

CRISIS CLINIC

INFORMATION, REFERRAL AND DISABILITY PROGRAMS SPECIALIST

 

DISABILITY RESOURCE LIAISON - 25%

1.            Where information and assistance services are appropriate, handles disability-related calls as referred by 2-1-1 CIL, 24-Hour Crisis Line and community.

2.            Assists callers with disabilities who are in need of education, linkage and/or advo­cacy, to assure connection to critical resources.

3.            Creates and maintains complete and accurate disability client case records and log notes in the computer database.

4.            Creates and delivers community disability trainings for staff and volunteers.

5.            Serves as an on-going, in-room resource to CIL staff on disability needs; keeps all agency staff updated on current issues and trends in the disability community.

6.            Develops and maintains effective relationships with community agencies and coali­tions and takes a proactive role in strengthening existing community coali­tions.

7.            Exchanges information with other disability service providers and updates the appro­priate Resource Center staff person of any program changes/additions as needed to ensure accuracy of our database resource information.

8.            Provides input about the content of the disability marketing materials and Web page.

9.            Completes on-line and/or paper reports as required by the City of Seattle Disability Contract.

10.       Helps develop policies/procedures for handling disability-related calls effectively. 

BASIC TELEPHONE INFORMATION AND REFERRAL SERVICES – 25%

1.           Demonstrates sincere concern, caring, and desire to provide excellent service by giving each caller their undivided attention.

2.           Interacts with clients in a respectful and compassionate manner.

3.           Responds effectively to callers on 2-1-1 CIL, utilizing active listening skills, thor­ough assessment, problem solving techniques and standard crisis intervention model.

4.           Assesses callers in crisis for possibility of harm to self or others, by alerting the CIL or CL supervisor for assistance with intervention.

5.           Recognizes callers who may present with mental illness, alert supervisor and refer to crisis line when appropriate.

6.           Utilizes TTY and Tele-Interpreters as needed to eliminate barriers based on lan­guage or hearing impairment.

7.           Performs intake screening and/or follow-up calls for HSP based on project proce­dure and protocols and ensures accurate and complete client documentation.

8.           After problem identification and assessment, utilizes computerized community resource database efficiently to locate only the appropriate resources for a caller.  When appropriate, utilizes additional provided resource information, such as the Internet.

9.           Assists callers, when necessary, in contacting and utilizing resources through confer­ence calls, linkages, advocacy and follow-up as needed.

10.      Keeps up to date with knowledge of resources through regular review of internal communications about service changes, capacity limits and eligibility requirements.

11.      Ensures that documentation for each call is complete and accurate.

12.      If eligible, pursues AIRS CIRS certification within second year of employment in
2-1-1 CIL.

13.      Completes at least 5 hours of relevant training for AIRS certification (AIRS requires at least 10 hours every 2 years).

 

TEAM PARTICIPATION – 25%

1.            Assumes quality assurance, project and administrative tasks as assigned by the supervisor, and other tasks as needed to insure smooth operation of phone room (i.e. HSP project duties, faxing, follow-up calls, etc) and follows through to completion.

2.            Demonstrates an awareness of shared responsibilities and takes initiative with other team members to ensure tasks are accomplished competently and on time.

3.            Is proactive and works with other team members to coordinate/rearrange lunch schedules and monitor break times to ensure the highest level of phone coverage

4.            Supports fellow team members with problem solving and appropriate debriefing during and following difficult calls as needed while demonstrating continued respect of callers.

5.            Actively participates in CIL staff meetings, in a professional and respectful manner, and willingly offers constructive input regarding the functioning of the team or during topic discussions.

6.            Negotiates tasks, interacts, coordinates and shares responsibility with fellow team members in a positive, professional and respectful manner.

 

WORK HABITS - 25%

1.           Adheres to 2-1-1 CIL Code of Ethics.

2.           Arrives at work on time and maintains regular attendance; works assigned shifts and other shifts when needed.

3.           Recognizes stress and takes personal responsibility for self-care, by appropriately utilizing opportunities to debrief after difficult calls, take allotted daily work breaks, and schedule vacation/personal days.

4.           Follows personnel policies and procedures.

5.           Communicates, verbally and in writing, professionally, respectfully and in a clear, concise, accurate, thorough manner.

6.           Demonstrates genuine relationships by cooperating with others and handling dis­agreements or conflicts directly with the person(s) concerned in a truthful and open manner.

7.           Accepts and maintains personal accountability.

8.           Demonstrates a teachable attitude, accepts and integrates constructive feedback.

9.           Consistently projects a genuinely respectful, professional, cooperative, positive atti­tude toward all staff, volunteers, callers, and professionals from other agencies

10.      Makes appropriate use of supervisor.

11.      Recognizes and demonstrates positive team-building behaviors that promote a healthy and productive work environment and helps motivate staff and volunteers to outstanding performance.

12.      Demonstrates collaborative decision-making within the team and provides peer support.

13.      Responds to requests for input or feedback from the supervisor or other staff mem­bers in a timely manner and suggests solutions to identified problems.