Call Center Representative (211 Contact Center Specialist Information and referral or Crisis)

About the position Responsibilities • Field calls, chats, and texts from adults and youth in need of assistance. • Listen carefully to callers' needs and provide information and referrals to community-based providers. • Provide problem-solving support to callers with complex needs, linking them with resources in the community. • Document communications to ensure continuity and follow-up as needed. • Work with local social service agencies to identify gaps and communicate needs to leadership. • Provide emotional support, information, referrals, and intervention to callers experiencing crises. • Link callers with mobile crisis staff or other emergency service staff when necessary. Requirements • Minimum of HS diploma (or GED) for both Crisis and Information & Referral Specialists. • A.S. with 3 years of Human Services (HHS) experience or B.A./B.S. with 1-year HHS experience preferred. • Social Work degree preferred; Psychology or Criminal Justice degrees are also appropriate. • Some level of crisis experience is required for Crisis Contact Specialists, including direct service with mental health agencies or group homes. • Experience in the social services field or working in a call center or customer service capacity is necessary. Nice-to-haves • Bilingual in Spanish or Portuguese, with additional pay for certified speakers after 90 days. • Internship experience in social services or related fields. Benefits • 401(k) with an 8% match • On-the-job training • Paid time off • 13 paid holidays per year • Supportive, culturally diverse, and inclusive company culture Apply tot his job