The First Choice 211 Specialist answers the 211 information and resource hotline, assisting callers with various needed resources. The 211 Specialist is responsible for providing excellent customer service to callers by taking the time to understand their needs, providing options for callers. 211 Specialists are characterized by their patience, compassion and helpful natures. Employees in this position are the initial point of contact for callers and are responsible representing the agency and its mission in their direct interaction with First Choice callers.

This is a Part-Time, Overnight Weekend shift position.

Essential Job Functions

• Gather and exchange information based on the caller’s needs and individual circumstances.
• Communicate information about various resources options in the caller’s area.
• Answer incoming calls, texts and chats, and document caller interactions with the electronic database as well as within other systems as needed.
• Respect each caller’s privacy rights under HIPPA and other applicable laws and regulations during the provision of services.
• Provide all services in an ethical manner while maintaining participant dignity.
• Participate in professional development, staff meetings, continuing education, quality improvement and performance review as required.
• Provide for the safety and wellbeing of callers following all applicable mandated reporter and duty of care standards.
• Adhere to all policies and procedures

Non-Essential Job Functions

• Contribute to the overall strength of the agency and the department by completing all other duties as assigned.

Requirements

• High School Diploma or equivalent, preferred.
• Strong written and verbal communication skills.
• Compassion and empathy to appropriately respond to the unique circumstances and needs of all callers.
• Ability to access information through computer systems while interacting with callers via text, phone and chat.
• Good judgment related to managing challenging callers, requesting /support as necessary and handling unique situations.
• High attention to detail.
• Passion for helping others in the area of suicide prevention, mental health and addiction.
• Ability to work with co-workers, callers and administrators in a respectful and cooperative manner regardless of differences in values or opinions.
• Ability to work evenings, nights, weekends, and holidays as required

Other Skills/Abilities

• Ability to multi-task: Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Communication skills: Reads, writes and speaks fluent English in order to convey information and ideas effectively. Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise and accurate records and reports.
• Organizational ability: Demonstrates a systematic approach in carrying out tasks and assignments.
• Problem solving skills: Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems.
• Client service skills: Consistently ensures that participants are provided with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering expected service elements.
• Computer skills: Comfortably and confidently uses a computer and specialized software.
• Initiative: Self-motivated and shows willingness to accomplish multiple tasks as assigned.
• Integrity: Firmly adheres to the values and ethics of First Choice Services. Exhibits honesty, discretion, and sound judgment.
• Cooperativeness: Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
• Flexibility: Is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Independence: Able and willing to perform tasks and duties without direct supervision.
• Tolerance for Stress / Resiliency: Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.

The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Working Environment

• A climate controlled, contact center environment. Constant usage of phone and computer systems.

Physical Requirements

• Extensive computer work with long periods of sitting in a typical call center work environment.
• Limited physical effort required with limited exposure to physical risk.
• Ability to lift 35 pounds unassisted. Heavier weight with assistance.
• Ability to walk up and down 4 flights of stairs, with roughly 20 steps each flight, when necessary.

EQUAL OPPORTUNITY EMPLOYER