Call Specialist

Hosted by: Human Services Coalition, 2-1-1 Tompkins/Cortland

Date

Ongoing Opportunity

Time

Contact coordinator for times

Contact

Nicole Roulstin
nroulstin@hsctc.org
607-273-8686

About Call Specialist

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Duties:

Help to staff 2-1-1 Community Services Helpline responding to phone inquiries, online chats, walk-ins, and emails. Provide assessment, problem-solving, and information and referral services. Conduct follow-up and advocacy services when appropriate and participate in quality assurance initiatives. Provide eligibility screening, appointment scheduling, and other services related to 2-1-1 special contracts.
Become familiar with I&R database and other resource materials such as reference guides, internet, etc., used to assist service recipients.
Learn and follow established 2-1-1/I&R policies, protocols, and procedures and stay current on service and procedure updates, etc.
Depending on skills, assist with publications, data base management, web site maintenance, outreach/publicity projects, local and statewide networking initiatives, and other special projects as required.
Participate in two initial 4 hour training sessions followed by one on one orientation sessions on database, community resources, practice calls with current volunteers/staff. Ongoing in-service training sessions required.
Reports to: Call Center Director

Qualifications: Excellent communications skills (written and verbal); familiarity with Microsoft Office applications helpful, however, comfort with learning computer systems is more important; desire to learn the human service network and help people solve problems. Familiarity with databases and web based systems a plus. Demonstrate a helpful, positive demeanor, respect, fairness, and nonjudgmental approach with each caller, walk-in, or online chat service recipient.

A minimum of one four hour shift per week Monday-Friday between 8:30 am-5 pm for a minimum of 6 months is required.


Individuals from all backgrounds welcome!

Application Process

Visit our website to fill out an application http://www.hsctc.org/index.php?page=volunteer


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