***POSITION OPENING***

BILINGUAL SPANISH / ENGLISH INFORMATION & REFERRAL SPECIALIST

FULL-TIME (37.5 hrs/wk)

 

JOB SUMMARY:  The Information & Referral Specialist is responsible for providing high quality comprehensive services to 2-1-1’s callers.  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 Manager and is responsible for keeping com­plete and accurate documentation.  2-1-1 is open Monday through Friday, 8 am to 6 pm.  Scheduling flexibility within these hours is required.

 

QUALIFICATIONS AND EXPERIENCE REQUIRED:

·         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 preferred.

·         Customer service and/or call center background required.

·         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 helpful.

·         Ability to work well in a team, good interpersonal skills and positive attitude.

·         Ability to follow protocols and procedures.

·         Ability to type, computer literate and familiar w/MS-Outlook, Word, and Excel.

 

STARTING SALARY:  $13.50/hour for bilingual English/Spanish speakers

TO APPLY:  2-1-1 uses the services of staffing agencies to fill open Information and Referral Specialist positions.  After a probationary period, successful temporary employees may be hired by Crisis Clinic and become eligible for medical and dental benefits as well as vacation, sick leave and holiday pay.   Please send a cover letter and resume to one of the following agencies to apply for this employment opportunity.  Please indicate that you learned about the opening at www.211kingcounty.org or www.crisisclinic.org.

 

Parker Staffing Services           

Jeannette Oliver

jeannetteo@parkerservices.com      

 

Remx

Kris Minkel

Kris.minkel@remx.com             

 

SmartTalent

seattle@smarttalent.net

 

Terra Staffing Group

seattle@terrastaffinggroup.com

 

Express Employment Professionals

Adrian.hollingsworth@expresspros.com

 

Apple One Employment

Kford@appleone.com

 

 

CLOSES:  Open until filled.                                                                                                                                

 

CRISIS CLINIC

 

BILINGUAL 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, utilizing active listen­ing skills, thorough assessment, and problem solving techniques.

4.        Assesses callers in crisis for possibility of harm to self or others, referring to Crisis Line when appropriate.

5.        Recognizes callers who may present with mental illness, and refers 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 the 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 (Alliance of Information and Referral Systems) certification within second year of employ­ment with
2-1-1.  If certified, completes at least 5 hours of relevant training per year for recertification (AIRS requires at least 10 hours every two 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 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 2-1-1 staff meetings in a professional and respectful man­ner, and willingly offers constructive input.

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 2-1-1 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.