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Inbound Call Center/Client Representative bei Waypoint Services For Women Children and Families

Waypoint Services For Women Children and Families · Cedar Rapids, Vereinigte Staaten Von Amerika · Onsite

$37,440.00  -  $37,440.00

Jetzt bewerben

Description

POSITION SUMMARY

Waypoint's Critical Services department is currently seeking a member to join our Coordinated Entry Call Center team to provide information and referrals to clients. This is a social work profession and no sales are involved. Working in the office is required, it is not a remote position. It's full-time at 40 hours/week. The shift will be 9am - 5pm, Monday through Friday. The pay is $18/hour.


PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Field and respond to phone calls and in-person clients
  • Collect and input data from calls for rental assistance, domestic violence support, and emergency shelter
  • Provide information, make referrals, take messages, and provide a triage screening to callers for admission to housing and rental programs
  • Remain informed on statewide resources and systems to make appropriate referrals
  • Complete requested paperwork in a timely manner
  • Work within an HMIS system to enter data accurately in a timely manner
  • Use critical thinking skills to appropriately refer clients to correct resources
  • Assist with program components as assigned
  • Complete client requests utilizing our email and software systems including: MS Outlook, Word, Excel, and Google Documents

COMPETENCIES

  • Values: Demonstrate Waypoint’s core values every day you are at work: have compassion, instill ownership, empower people, and embrace diversity.
  • Dependability: Show up to work on time, every time. Keep your commitments. Take responsibility for your own actions. Understand implications of your decisions.
  • Communication: Demonstrate the ability to treat others with respect and consideration when working with a variety of personalities and leadership styles. Listen and seek clarifications. Communicate internally and externally in a positive tone.
  • Professionalism: Take pride in how you present yourself. Motivate yourself to bring your best every day. Develop strategies to achieve organization goals.
  • Adaptability: Be able to multitask in a changing and evolving work environment to best fit the situation. Demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness.

GENERAL DUTIES AND RESPONSIBILITIES

  • Comply with all Waypoint policies and Waypoint letter of employment
  • Maintain client and program confidentiality as defined in Waypoint’s Confidentiality Policy
  • Demonstrate a positive attitude and professional manner, both in appearance and actions in carrying out job responsibilities
  • Follow Waypoint Crisis Communication Plan completely in crisis situations
  • Attend and participate in Waypoint departmental, interdepartmental and staff meetings as directed
  • Maintain scheduled work hours and notify your immediate supervisor personally of absences
  • Support Waypoint events
  • Promote Waypoint team concept by being courteous and helpful to other employees and clients
  • Accurately maintain necessary forms and records and submit in a timely manner, especially accident/incident report forms
  • Be responsible for maintaining the cleanliness of the total work environment
  • Complete time cards and/or employment records accurately and submit on time to supervisor
  • This position may require regular evening and weekend work hours; individual must be able to work flexible hours
  • Work with supervisor to develop a professional growth plan
  • Attend in-service trainings and work to increase skills in field
  • Be on the job at least 90% of the time
  • Perform all other duties as assigned by Waypoint

BENEFITS The benefits below are for full-time, 30+ hours/week, unless noted otherwise

  • 12 Paid Holidays, includes your birthday (Regular part-time employees receive holiday pay - prorated)
  • 2 weeks PTO first year of employment
  • Self-Care & Family Time, additional paid time off that is equivalent to 1 week/year
  • $25K Life Insurance paid in full by Waypoint
  • Medical insurance through Wellmark; Waypoint pays $400/month towards this insurance
  • Dental & Vision Insurance
  • FSA & HSA
  • Short-Term Disability
  • 401K & Match
  • Employee Childcare Discount at KidsPoint
  • Employee Assistance Program - counseling, financial and legal services
  • Certified Public Service Loan Forgiveness Employer
  • Discounted college classes

Requirements

QUALIFICATIONS

  • High school diploma with at least one year experience in human service delivery which includes medical, public health and human services; or equivalent work/life/volunteer experience
  • Must be proficient with: MS Outlook, Word, Excel, and Google Docs
  • Type at least 30 WPM
  • Understanding of the dynamics of homelessness, domestic violence, child abuse, sexual abuse/assault, substance abuse, and mental illness
  • Demonstrate a sensitivity to working with families of diverse racial and cultural backgrounds and an understanding of poverty and oppression
  • If a Waypoint/DHS Non-Law Enforcement Records Check is required, must receive a negative report
  • If required to drive a Waypoint vehicle, must have valid drivers license and be insurable to meet the requirements of Waypoint insurance provider; if required to transport clients, must have valid chauffeurs license
  • Be able to sit, stand, walk, stoop, kneel and lift up to 40 pounds
Jetzt bewerben

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