211 Community Connector, Wed to Sat 7am - 3pm (30 hrs) in East Syracuse, New York at CONTACT COMMUNITY SERVICES INC

Background check required

You must reside in New York State.

Location:

Main Office/Hybrid/Remote at agency discretion

Hours:

30 hours/week, as scheduled

FLSA Classification:

Non-exempt hourly- $20.50 with shift differentials
Shift differentials include:
+$5/hour for all weekend hours
+$2/hour for other 11pm–7am hours

Hourly rate- $ 20.50

General Summary

The 211 Community Connector handles incoming 211 calls from individuals seeking assistance with a variety of social services and community resources. This role is vital in providing accurate information, support, and referrals to callers in need. The 211 Community Connector is part of a dedicated team that aims to connect people with essential services, ensuring they receive the help they require in a compassionate and efficient manner. A successful 211 Community Connector knows the importance of empathy, advocacy, and cultural competency to help callers access the services needed to build and sustain healthy lives.
Duties and Responsibilities

Answer and place calls on assigned lines with compassion and in accordance with the organization’s training and scope
Assess callers' needs, navigate web-based databases, and provide appropriate information and referrals to basic needs, social services, and other community programs
Maintain up-to-date knowledge of available resources and services within the community
Complete assessments and determine eligibility for emergency shelter placements, in accordance with agency and Department of Social Services protocol
Provide crisis intervention support as needed, using established protocols to de-escalate and make appropriate connections to community safety net programs
Provide critical service status information as part of community disaster response
Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
Meet call center performance metrics, as defined by agency and accrediting bodies
Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
Perform additional responsibilities as they develop and are assigned
Education Requirements

High school diploma required; Associates in Human Services or related field, strongly preferred.
Knowledge and Skills Needed to Perform Effectively in this Position

Strong empathy, active listening, communication, teamwork, and interpersonal skills
Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately
Strong problem-solving abilities and critical thinking skills to assess needs and provide appropriate referrals
Ability to work under pressure and handle high call volumes while maintaining a calm demeanor
Proficiency in using computer systems and databases for documentation and resource navigation
Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies
Work closely with team members and supervisors to ensure seamless operations
Additional Requirements

Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.
Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)

Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities