[Hiring] 211 Program Specialist I @Solari

Role Description

The 211 Program Specialist responds to calls from the community, identifies needs, and provides appropriate follow-up and resources. The 211 Program Specialist ensures successful connections to resources in a timely manner through the provision of Virtual Case Management. Responsible for documenting identified needs, referrals, and outcomes.

Responsibilities:

• Deliver high-quality, confidential, phone-based information, referral, and advocacy services for health and social needs across multiple lines of business under the 211 umbrella.
• Identify callers' needs, develop a plan, and connect them to appropriate community resources.
• Follow up with callers and community partners to ensure successful outcomes.
• Document unmet needs to assist in the identification of gaps in services that can be addressed through 2-1-1 data reporting.
• Accurately document all customer interactions using web-based computer software systems.
• Utilize recognized professional & agency standards; maintain professionalism and confidentiality in working with sensitive client information.
• Demonstrate an understanding of social services and community resources in Arizona.
• Adhere to the 211 call center policy and procedures.
• Perform other duties as assigned.

Qualifications

• Critical thinking; effective decision making.
• Strong organizational and effective communication and interpersonal skills.
• Excellent customer service skills.
• Effective listening skills.
• Strong knowledge of resources and systems with emphasis on mental health, employment, education, occupational training, housing, counseling, healthcare, justice/legal support, etc.
• Bilingual Spanish is preferred.
• Technology skills: Microsoft Office Suite, social media navigation, and Electronic Health Records (EHR).
• Ability to act professionally and maintain appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional, and leadership growth.

Requirements

• 0-2 years of experience in the field: health and human services, public health, or healthcare.
• Call Center experience is highly desirable and preferred.
• GED/High School Diploma.
• Wireless (Wi-Fi) connections are not permitted for this position; you must be connected to your home internet modem/router with ethernet cabling (Cat5e or better—this can be provided to staff as needed).

Working Conditions

• While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Exposure to noise typical with office operations.
• Ability to hear and speak.
• Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency.

Benefits

• Friendly work environment.
• Generous paid time off (PTO).
• Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date.
• Competitive compensation.
• Convenient office locations and Hybrid Schedule.
• On-site fitness room free to all employees (Tempe Office).
• Basic Life Insurance.
• Voluntary Life, Spouse, Child Insurance.
• Critical Illness w/free dependents.
• Critical Illness Spouse.
• Short Term & Long Term Disability- Starts first of the month after 90 days of employment.
• 401K & 401K Roth - Starts first of the month after 90 days of employment.
• United Pet Care.
• LifeLock for identity theft.
• LYRA EAP Program- 25 free sessions for mental health per family member.