Resource Specialist chez Crisis Connections

Description

Reports to: Director of Essential Services

Job Type: Full-time, Non-Exempt, 37.5 hours per week

Schedules: Tues-Sat 4pm - 12 am OR Sun-Thurs; 4pm - 12am

Payrate: $26.53/hour

Location: Fully remote

Union Representation: Represented by OPEIU Local 8

Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.
 

Schedule: Swing shift Tues-Sat OR Sun-Thurs, from 4pm-12am. Training M-F 9am-5pm will be required for up to 1 month at hire and at a later date, to be determined in coordination with staff member supervisor.

Crisis Connections operates multiple lines of business including Washington 211, the Community Care Hub Intake Center, Stop Hate Hotline and more. We are an inbound contact center serving Washington state residents needing health and human services. We provide information and referrals to a variety of resources including but not limited to food, rent, utility, legal, health and employment services.
 

Position Summary: As a Resource Specialist you will keep resources current in database used across our lines of business. You will help foster a supportive, team-focused environment that provides a unique opportunity for professional development. The Resource Specialist will update resources in a database and handle essential services and reporting calls. Resource Specialists should have experience providing excellent phone-based customer service should have intermediate level excel skills, strong attention to detail, an ability to work efficiently in a fast-paced environment and maintain strong relationships with listing agencies. Previous database experience is required. Completion of other tasks/duties as assigned. 

Knowledge & Abilities:

• Strong written communication skills.
• Previous contact center experience providing exceptional customer service strongly preferred.
• Previous experience working with databases and producing reports.
• Strong attention to detail and problem-solving skills.
• Self-starter with the ability to effectively prioritize workloads.
• Knowledge and understanding of taxonomies and hierarchies.
• Previous data experience in a contact center strongly preferred.
• Familiar with adhering to a style guide.
• Experience with Excel and ability to pass Excel proficiency test.
• Evidence of respect toward persons of many different backgrounds, experiences, and communication styles.

Job Duties and Responsibilities:

Writing Ability & Data Management

• Creates clear and detailed new agency descriptions that are consistent with the Resource Center “Style Guide” and basic grammar. Assigns the appropriate classifications (taxonomy) and feature codes. Edits all completed agency and service descriptions.
• Thoroughly and accurately updates all information assigned. Updating includes checking feature codes, fields inherently related, taxonomy codes, grammar, and style. As a final step, edits and documents all completed work.
• Corresponds with contacts using correct grammar and professional business writing style.
• Demonstrates strong typing skills with few errors and proficiency in use of CRM systems to maintain records.
• Demonstrates a proactive attitude towards making data or structural changes to the database; proposes new taxonomy and feature codes or other search aids; analyzes current problems with our system and proposes solutions.
• Uses a variety of strategies to find or update resources that have moved or are difficult to find an update contact.

Work Habits

• Recognizes stress and takes personal responsibility for self-care by taking allotted daily work breaks, and taking scheduled PTO.
• Accepts and maintains personal accountability.
• Demonstrates a teachable attitude; accepts and integrates constructive feedback.
• Demonstrates collaborative decision-making within the team and provides peer support.
• Arrives at work on time and maintains regular attendance; works assigned/other shifts when needed.
• Follows personnel policies and procedures.
• Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting con­structive feedback. Shows respect to co-workers, volunteers, and agency contacts.
• Makes appropriate use of supervisor.
• Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors; provides peer support and motivates staff and volunteers to outstanding performance.
• Suggests solutions to identified problems.

Equity and Inclusion

• Demonstrate the initiative to learn and enhance skills that promote equity, inclusion, and cultural competency and its impact. Be willing to incorporate this learning into daily practices.
• Develop and implements training to promote cultural understanding and competency in a climate of equity and inclusion.

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

Thriving employees means a thriving mission:

We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Requirements

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Microsoft Excel Assessment:

• This role requires strong Microsoft Excel skills, and prior experience with database administration. We'll test your Microsoft Excel skills by sending you a timed Assessment link to ensure you meet our minimum proficiency requirements for the role.

Technology Requirement:

• High speed internet, minimum 20mbps download and 10mpbs upload speeds.
• Smart phone with ability to download and use Multi-factor Authentication (MFA) application.

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.