Address
Form of work
Salary
Inland Southern California United Way’s mission is to unite people, ideas, and resources to empower our community and improve lives. We envision a caring community, an extraordinary place to live, learn, work, and grow. We work towards this vision by focusing on the education, financial stability, health, and housing of all people in the Inland Southern California region. ISCUW’s three values are equity, excellence, and empathy. ISCUW seeks talented, driven, compassionate team members that thrive in a high-capacity culture.?
Program Description:
Inland SoCal United Way’s, ISC 211+ provides timely, effective access to accurate and comprehensive information and referrals for the residents of the Inland Empire, provides public information support in times of disaster and answers several specialized lines for assistance in such areas as Cal Fresh enrollment, Health Insurance, Crisis & Suicide Prevention Helpline, child abuse reporting, reentry and after hours calls for other agencies. ISC 211+ is a trusted source of verified health and social service information, designed to assist people in overcoming barriers.?
Requirements:
Essential Functions:
- Assist the callers by answering incoming calls, texts, chats, and emails efficiently according to established standards
- Collect caller data and enter data accurately into database
- Provide awareness of transportation options to include needs and eligibility
- Assess the needs of callers and refer callers to appropriate resources
- Assist clients with CalFresh, employment, health care, housing, and other enrollment services as applicable
- Assist with any social service’s needs
- Answer Crisis Helpline calls
- Conduct follow-up surveys with callers
- Successfully maintain performance parameters
- Maintain appropriate knowledge of programs and services
Secondary Functions
- General clerical duties, which may include letter writing, faxing, copying, message handling, reports, office inventory, filing, data input and maintenance of marketing materials
- Maintain records of community interests and requests
- Aid in research and data input
- Participate in outreach events or meetings
- Assist with grant maintenance
- Other duties as assigned
Qualifications:
- The 211 Contact Center is a 24/7/365 operation, must be willing to work weekends and holidays
- Shifts may be rotated as needed for business purposes
- Call center/customer service experience and Social Service background is preferred
- Ability to inspire excellence and champion change through versatile coaching and people skills
- Fluent in English and Spanish preferred, but not required
- Strong computer skills and competence in Microsoft Office environment
The 211 Contact center must perform and practice in compliance with the Alliance of Inform USA. Contact center and Community Resource Advisors must perform by standards and quality indicators for professional information and Referral.
Requirements:
- Must be willing to become Inform USA certified and receive Certified Community Resource Specialist credential
- Must be willing to become Crisis trained through the crisis intervention suicide prevention training within 90 days and participate in all required trainings
- Must have a private workspace, high-speed internet available
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions of this position. ?While performing the duties of this job, the employee will be required to operate a variety of equipment such as a computer, telephone, headset, copy machine and fax machine. Sedentary work requires sitting for lengthy periods of time but may require the ability to walk, stand, stoop and squat for various periods. Visual acuity and manual dexterity required for typing and computer use. Must be able to lift/move objects up to 10 lbs.
