CONTACT CENTER AGENT 1 in Fresno, California at Inland Southern California 211

Classification: Contact Center Agent I

Type: Full-time, Non-exempt, Permanent

Employer: Inland SoCal 211+

Department: 211 Contact Center - Hybrid - Fresno/Madera CA

Reports To: 211 Contact Center Supervisor

Pay Rate: $20.00 - $25.00 per hour, payable bi-weekly

Benefits: Medical, vision, dental coverage; long-term disability and other insurance; 403b

retirement; sick leave; accrued vacation; and 32-hour workweek.

Typical Hours: Shifts available 24/7. Evenings, weekends, and holidays are required. In-person

typically occurs during business hours from 8:00 a.m. to 5:00 p.m.

WHO WE ARE

In partnership with Inland SoCal United Way, Inland SoCal 211+ mobilizes communities to action so all

can thrive. For over 90 years, we’ve answered the call, actively listening and responding to local needs.

We champion community resiliency, financial security, and health under the values of excellence,

empathy, and equity. With over 100 staff members and 1,200 volunteers, we serve 1 million people in

Riverside, San Bernardino, East Los Angeles, Fresno and Madera Counties. Together with community partners and those we serve, we're working towards a future where every person in our communities can achieve what they envision for their lives. To learn more about our workplace culture, visit

www.inlandsocaluw.org/careers.

WHO YOU ARE

Mission-Focused: Your goal is to create change for better lives and healthier communities. You

engage donors, volunteers, and the community, striving to accomplish shared goals and making the

best judgments for the community and organization.

Relationship-Oriented: You prioritize people over processes, cultivating relationships for common

goals. You value diversity, practice effective communication, and actively listen to diverse input.

Collaborator: You achieve change through collective action and partnership. You share community

knowledge, focus on shared goals, and seek win-win solutions while maintaining core values.

Results-Driven: You are dedicated to measurable goals for the common good. You communicate

goals, motivate others, promote innovation, and drive resources to deliver excellent service.

Brand Steward: You grow and protect the organization's reputation with integrity and strong ethics.

You act according to the organization's values, take appropriate action, and maintain transparency.

JOB PURPOSE

The 211 Contact Center connects over 200,000 calls annually to expert, caring help with health and

human services in Riverside, San Bernardino, Fresno and Madera counties. 211 is the most comprehensive source of information about local resources and services in the country. We are the boots on the ground, the local experts who make finding help easier, 24 hours a day, 7 days a week, 365 days a year. Community Resource Advisors (CRAs) are a passionate team of over 20 people who respond to local community requests for health and human services. As a CRA, you have a unique opportunity to build social sector experience and advanced customer service skills while providing the best quality service to improve

lives. Specialized ongoing training equips CRAs with skills, knowledge, and tools to be successful in

this position and beyond. CRAs are the frontline of information and referral for community members

who need help with housing, food, utilities, childcare, transportation, healthcare, and other needs.

This position serves Fresno and Madera counties. Candidates must reside in Fresno or Madera counties, or in an adjacent community, and possess knowledge of local community needs and resources. The position is Hybrid in Fresno, CA. As an employee of Inland SoCal 211+, this position may require occasional travel to Riverside, CA, for training or other purposes. Local travel in Fresno and Madera counties may be required to attend in-person activities at partner locations.

Join a powerful team of changemakers!

ESSENTIAL DUTIES

• The 211 Contact Center operates 24/7/365, and staff must be available to work nights,

weekends, and holidays. Shifts may be rotated as needed to ensure quality of service.

• Assist community members by answering incoming calls, texts, chats, and emails efficiently

according to established standards, providing community members receive high quality service

and ensuring that caller data is collected and entered accurately into the database.

• Assess caller needs, screen eligibility, and identify and refer appropriate resources.

• Assist callers with enrollment services and any social service needs, using motivational

interviewing techniques to understand their immediate expressed needs as well as unexpressed

needs that require further identification.

• Answer calls involving mental health crisis and suicidality. (CRAs receive specialized training

and support before they start to take these calls.)

• Proactively identify and report resource issues, such as inaccurate or unavailable information, or

call script or other tool issues, using 211 protocols.

• Conduct follow-up surveys with callers to determine referral effectiveness and outcomes,

customer satisfaction, and other support needs.

• Maintain performance level requirements and learn through various methods to maintain

appropriate knowledge of programs and services.

• Participate in onboarding and ongoing training, department and organizational huddles and in-person gatherings, and monthly Quality Assurance sessions to ensure service quality and

continuous improvement.

Additional Job Duties:

• Attend in-person activities at partner locations in Fresno and Madera counties, develop and maintain positive relationships with local partners, and participate in occasional travel locally or to other areas as needed.
• Respond promptly and professionally to inquiries and supervision at Inland SoCal 211+ and, if applicable, our partner United Way of Fresno & Madera Counties.

Community work is always changing because the needs of the community are our foremost mission.

The above duties represent the typical responsibilities of the role, but other duties may be assigned.

You will be expected to perform other tasks as required by your role and operational needs

QUALIFICATIONS

We encourage applicants to think broadly about their background and skill set to thrive in the role and

perform the job duties, even if their qualifications do not match 100%.

Applicants should have the education, experience, and/or training necessary to fulfill the job

duties. Examples of how this requirement may be met include:

• High School Diploma, GED, or High School Equivalency with 2 years of experience in a relevant

field with demonstrated results and progressive responsibility; OR

• Bachelor’s or Associate’s degree in health or human services such as social work, human

services, sociology, psychology, public health, or a related field with 1 year of relevant

experience.

• Completion of ISC211+’s Careers Cohort may be substituted for education/experience.

Required:

• Strong computer skills and competence in Microsoft Office environment.

• Strong private internet connection when working remotely.

• Ability to complete crisis and suicide training within 90 days of hire.

• Willingness to become InformUSA Certified within 1 year of qualifying for certification.

• Commitment to attending in-person requirements such as working in-office when required for

training or quality assurance and attending organizational gatherings.

• Ability and commitment to using a trauma-informed and equity lens while empathetically

responding to the interconnectedness of barriers experienced by participants.

• Demonstrate effective verbal and written communication skills, including but not limited to active

listening and the ability to adapt communication style to the audience (e.g., colleague, client,

• Live in or nearby Fresno or Madera counties.

• Knowledge of local community needs and resources in Fresno and Madera.

• Willingness and ability to complete occasional travel to the Riverside area.

Preferred:

• Call center or customer service experience.

• Social service experience at an organization serving people experiencing housing instability,

homelessness, food insecurity, or other needs related to low income.

• Applicants who share lived experience with the communities and populations we serve are

strongly encouraged to apply.

Physical Requirements

Work is performed in an office using standard office equipment such as the telephone, computer, fax

machine, and copier. Tasks include moving objects like laptops and chairs, repetitive wrist and hand

motions, document preparation and analysis, transcribing information, navigating software, and

prolonged sitting. These represent what is necessary to perform the essential duties. Reasonable

accommodations for individuals with disabilities will be provided, as required by applicable law.

Transportation Requirements

Employees in this role must maintain reliable transportation that ensures punctual and consistent travel

to designated work sites, trainings, and off-site events such as community meetings and outreach

events in Riverside and San Bernardino counties. Standard commuting is not reimbursable.

Physical Requirements

Work is performed in an office using standard office equipment such as the telephone, computer, fax

machine, and copier. Tasks include moving objects like laptops and chairs, repetitive wrist and hand

motions, document preparation and analysis, transcribing information, navigating software, and

prolonged sitting. These represent what is necessary to perform the essential duties. Reasonable

accommodations for individuals with disabilities will be provided, as required by applicable law.

Transportation Requirements

Employees in this role must maintain reliable transportation that ensures punctual and consistent travel

to designated work sites, trainings, and off-site events such as community meetings and outreach

events in Riverside and San Bernardino counties. Standard commuting is not reimbursable.

OTHER IMPORTANT INFORMATION

Grant Funding

? If the box is checked, this position is grant funded and carries the possibility that it will not be

renewed if further funding is not obtained. The availability of grant funds does not guarantee continued

employment.

Transfer Eligibility

? If the box is checked, this position is eligible for transfer to similar positions. Transfers require cross training, sufficient performance, and job availability. An open position does not guarantee transfer,

promotion, or continued employment.

Remote and Hybrid Work

? If the box is checked, this position involves work at home and/or in the community. Employees are

still required to attend in-person activities such as in-office days, training, meetings, and other activities

based on operational needs. Work performed remotely requires a private high-speed internet

connection and a work area where non-employees cannot access or overhear confidential information.

Remote work is subject to the same professional conduct and safety requirements as in-person work.

Continuous Improvement

All positions actively participate in continuous improvement processes. Depending on the position and

operational needs, this may include completing, attending, supporting, facilitating, or planning efforts

HIRING POLICIES

Equal Employment Opportunity

Employment opportunities at ISC211+ are based upon one's qualifications and capabilities to perform

the essential functions of a particular job. All employment opportunities are provided without regard to

race, religion, color, sex, national origin, age (40 or over), military status, veteran status, disability,

genetic information, ancestry, medical condition, reproductive health decision making, marital status,

victim of violence status, gender identity, gender expression, sexual orientation, or any other

characteristic protected by applicable law.

Fair Chance Act

ISC211+ will consider qualified applicants with a justice-impacted history under the California Fair

Chance Act. You do not need to disclose criminal history or undergo a background check until after a

conditional job offer. If a conviction directly related to the job is found, you will have the opportunity to

explain, provide mitigating evidence, or challenge the report's accuracy.

Pre-Employment Screening

All offers of employment are contingent upon satisfactory background screening and drug test results.

As the recipient of federal funds, this company participates in E-Verify