*** POSITION OPENINGS ***

INFORMATION & REFERRAL SPECIALIST

PART-TIME (20-30 hrs/week)

JOB SUMMARY: 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 is open M-F 7:30 AM to 7:30 PM and Sat 9:30 AM to 2:30 PM.

QUALIFICATIONS AND EXPERIENCE REQUIRED: 

· Bachelor’s Degree or substantial experience in related human services

· Excellent communication skills, including ability to respond to callers with patience, objectivity and nonjudgmental attitude

· Customer service and/or call center background preferred

· Demonstrated ability to problem-solve and multi-task

· Knowledge of community resources

· Ability to work well independently and 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

· Bilingual; English and Spanish, Russian, or Somali a plus

STARTING SALARY: $12.00 - $12.50/hour + prorated benefits

TO APPLY: No Phone Calls. Send resume and cover letter with the following information:
                  1) Shift preference from days/times listed above,
                  2) Where/How you found out about the position,  and
                  3) Why you are interested in the job,
                                         to:   Troy Tady

CRISIS CLINIC

1515 Dexter Ave. N., #300, Seattle, WA 98109

or ttady@crisisclinic.org

CLOSES: Open until filled. Complete job description follows

Crisis Clinic is an Equal Opportunity Employer.

1515 Dexter Avenue North, Suite 300, Seattle, WA 98109 • www.CrisisClinic.org

INFORMATION & REFERRAL SPECIALIST

JOB COMPETENCIES

BASIC TELEPHONE INFORMATION AND REFERRAL SERVICES – 34%

1. Demonstrates sincere concern, caring, and desire to provide excellent service by giving each caller their undivided attention.

2. Interacts with clients in a respectful and compassionate manner.

3. Responds effectively to callers on Community Information Line, utilizing active listening skills, thorough assessment, problem solving techniques and standard crisis intervention model.

4. Assesses callers in crisis for possibility of harm to self or others, by alerting the CIL or CL supervisor for assistance with intervention.

5. Recognizes callers who may present with mental illness, alert supervisor and refer to crisis line when appropriate.

6. Utilizes TTY and Tele-Interpreters as needed to eliminate barriers based on language or hearing impairment.

7. Performs intake screening and/or follow-up calls for HSP based on project procedure and protocols and ensures accurate and complete client documentation.

8. 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.

9. Assists callers, when necessary, in contacting and utilizing resources through conference calls, linkages, advocacy and follow-up as needed.

10. Keeps up to date with knowledge of resources through regular review of internal communications about service changes, capacity limits and eligibility requirements.

11. Ensures that documentation for each call is complete and accurate.

12. If eligible, pursues AIRS I&R Specialist certification within second year of employment in CIL.

13. Completes at least 5 hours of relevant training for AIRS certification (AIRS requires at least 10 hours every 2 years).

TEAM PARTICIPATION – 33%

1. 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).

2. Demonstrates an awareness of shared responsibilities and takes initiative with other team members to ensure tasks are accomplished competently and on time.

3. 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.

4. Supports fellow team members with problem solving and appropriate debriefing during and following difficult calls as needed while demonstrating continued respect of callers.

5. 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.

6. Negotiates tasks, interacts, coordinates and shares responsibility with fellow team members in a positive, professional and respectful manner.

WORK HABITS - 33%

1. Adheres to CIL Code of Ethics.

2. Arrives at work on time and maintains regular attendance; works assigned shifts and other shifts when needed.

3. 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.

4. Follows personnel policies and procedures.

5. Communicates, verbally and in writing, professionally, respectfully and in a clear, concise, accurate, thorough manner.

6. Demonstrates genuine relationships by cooperating with others and handling disagreements or conflicts directly with the person(s) concerned in a truthful and open manner.

7. Accepts and maintains personal accountability.

8. Demonstrates a teachable attitude and accepts constructive feedback.

9. Shows respect to all staff members, volunteers, customers/clients, and professionals from other agencies.

10. Makes appropriate use of supervisor.

11. Recognizes and demonstrates positive team-building behaviors that promote a healthy and productive work environment and helps motivate staff and volunteers to outstanding performance.

12. Demonstrates collaborative decision-making within the team and provides peer support.

13. Responds to requests for input or feedback from the supervisor or other staff members in a timely manner and suggests solutions to identified problems.