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| Job details |
| Company name : |
Crisis Clinic
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| Minimum experience : |
3 years |
| Maximum experience : |
5 years |
| Job type : |
short term |
| Gross pay : |
$12.50 Hourly |
| Job posted : |
Dec 13, 2007 |
| Job view count : |
774
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| Job description |
| Job description: |
The Information & Referral Specialist is responsible for providing high quality comprehensive services to callers on the 2-1-1 Community Information Line. The I&R Specialist actively participates as a member of a team, performing intake screenings, follow-up and advocacy calls; completes special projects as assigned by the Supervisor and is responsible for keeping complete and accurate documentation. 2-1-1 Community Information Line is open Mon-Fri 7:30 am to 7:30 pm and Sat 9:30-Tue. Scheduling flexibility is required.
Basic Telephone Information And Referral Services - 34%:
- Demonstrates sincere concern, caring, and desire to provide excellent service by giving each caller their undivided attention.
- Interacts with clients in a respectful and compassionate manner.
- Responds effectively to callers on Community Information Line, utilizing active listening skills, thorough assessment, problem solving techniques and standard crisis intervention model.
- Assesses callers in crisis for possibility of harm to self or others, by alerting the CIL or CL supervisor for assistance with intervention.
- Recognizes callers who may present with mental illness, alert supervisor and refer to crisis line when appropriate.
- Utilizes TTY and Tele-Interpreters as needed to eliminate barriers based on language or hearing impairment.
- Performs intake screening and/or follow-up calls for HSP based on project procedure and protocols and ensures accurate and complete client documentation.
- After problem identification and assessment, utilizes computerized community resource database efficiently to locate only the appropriate resources for a caller. When appropriate, utilizes additional provided resource information, such as the Internet.
- Assists callers, when necessary, in contacting and utilizing resources through conference calls, linkages, advocacy and follow-up as needed.
- Keeps up to date with knowledge of resources through regular review of internal communications about service changes, capacity limits and eligibility requirements.
- Ensures that documentation for each call is complete and accurate.
- If eligible, pursues AIRS I&R Specialist certification within second year of employment in CIL.
- Completes at least 5 hours of relevant training for AIRS certification (AIRS requires at least 10 hours every 2 years).
Team Participation - 33%:
- Assumes quality assurance, project and administrative tasks as assigned by the supervisor, and other tasks as needed to insure smooth operation of phone room (i.e. HSP project duties, faxing, follow-up calls, etc).
- Demonstrates an awareness of shared responsibilities and takes initiative with other team members to ensure tasks are accomplished competently and on time.
- Is proactive and works with other team members to coordinate/rearrange lunch schedules and monitor break times to ensure the highest level of phone coverage.
- Supports fellow team members with problem solving and appropriate debriefing during and following difficult calls as needed while demonstrating continued respect of callers.
- Actively participates in CIL staff meetings, in a professional and respectful manner, and willingly offers constructive input regarding the functioning of the team or during topic discussions.
- Negotiates tasks, interacts, coordinates and shares responsibility with fellow team members in a positive, professional and respectful manner.
Work Habits - 33%:
- Adheres to CIL Code of Ethics.
- Arrives at work on time and maintains regular attendance; works assigned shifts and other shifts when needed.
- Recognizes stress and takes personal responsibility for self-care, by appropriately utilizing opportunities to debrief after difficult calls, take allotted daily work breaks, and schedule vacation/personal days off.
- Follows personnel policies and procedures.
- Communicates, verbally and in writing, professionally, respectfully and in a clear, concise, accurate, thorough manner.
- Demonstrates genuine relationships by cooperating with others and handling disagreements or conflicts directly with the person(s) concerned in a truthful and open manner.
- Accepts and maintains personal accountability.
- Demonstrates a teachable attitude and accepts constructive feedback.
- Shows respect to all staff members, volunteers, customers/clients, and professionals from other agencies.
- Makes appropriate use of supervisor.
- Recognizes and demonstrates positive team-building behaviors that promote a healthy and productive work environment and helps motivate staff and volunteers to outstanding performance.
- Demonstrates collaborative decision-making within the team and provides peer support.
- Responds to requests for input or feedback from the supervisor or other staff members in a timely manner and suggests solutions to identified problems.
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| Req. candidate profile : |
Qualifications:
- Must be able to speak fluently and understand both English and Spanish. Native speakers are encouraged to apply.
- Bachelor’s Degree or substantial experience in related human services.
- Customer service and/or call center background preferred.
- Excellent communication skills, including ability to respond to callers with patience, objectivity and nonjudgmental attitude.
- Demonstrated ability to problem-solve and multi-task.
- Knowledge of community resources.
- Ability to work well in a team, good interpersonal skills and positive attitude.
- Ability to follow clinical protocols and procedures.
- Ability to type, computer literate and familiar w/MS-Outlook, Word, and Excel.
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| How to apply : |
Register to view
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| Third party mediation allowed : |
No |
| Telecommute : |
No |
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