Community Resource Specialist (FT, 2nd Shift)

IMPACT, a non-profit organization, offers a competitive pay with a full benefits package for a hybrid, full time, 2nd Shift Community Resource Specialist for our IMPACT 211 team.

Since 1960, IMPACT has been serving Southeastern Wisconsin, helping people take the first step toward changing their life, for good. We assess and guide those experiencing personal crisis toward resources to achieve stability; and collaborate with community partners to foster system improvement.

Our role is critical. Critical conditions. Critical connections. Critical change.

We believe that the services we provide are enhanced when various groups of people with unique ideas come together. Applicants whose work incorporates a global perspective and a demonstrated commitment to various issues in human services are particularly encouraged to apply.

Position Summary:

IMPACT 211 is our Contact Center, which operates 24/7/365. As a member of the IMPACT 211 team, the Community Resource Specialist (CRS) provides quality support to all of IMPACT and its outside customers, demonstrating IMPACT's philosophy of customer service, community focus, collaboration, compassion, integrity and expertise. Answers IMPACT 211 information and referral line and its tie-in agency's incoming telephone calls, chats, and texts. Community Resource Specialist provide the following services: problem assessment, problem solving, information and referral, and assistance in the development of an action plan to customers within the scope of family, health, and social services that appropriately meets their needs.

Principle Responsibilities:

• Provides assessment, problem solving, information and referral, and crisis intervention, when necessary, in an empathetic and nonjudgmental manner.
• Assist customers in developing an action plan.
• Ask all customers permission to conduct a Customer Satisfaction Survey during the initial call.
• Accurately document customer contacts in a computerized database and other means.
• Provides advocacy for customers experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs, or groups.
• Participates in ongoing training and staff meetings.
• Keeps informed of and demonstrates knowledge of all special service programs.
• Ability to effectively work in and adapt to ongoing necessary changes.
• Works varying work schedules.
• Ensures that IMPACT is compliant with applicable federal, state, and local laws ensuring client confidentiality
• Actively participate in and support the organization's initiatives.

Abilities/Skills:

1. Exceptional customer service skills, both internally and externally.
2. Able to work effectively in a team-oriented environment.
3. Exceptional verbal and written communication skills.
4. Good judgment, problem solving and decision-making skills.
5. Bilingual ability preferred.
6. Possesses cultural competency skills to work effectively with diverse customers and staff.
7. Ability to respond effectively to a variety of social service needs.
8. Ability to adapt to and apply on-going program development changes.
9. Dedication to problem solving and empowering others
10. Solutions orientated and have ability to multitask
11. Professional and Reliable
12. Interested in personal growth and development

Qualifications:

• High School Diploma, or GED, or higher
• Inform USA certification within 90 days from date of eligibility
• A minimum of one year of customer service experience, preferably in the social service field
• Inbound call center experience preferred.
• Computer proficiency necessary
• Reside in the State of Wisconsin

Training & Schedule:

Schedules alternate between week 1 and week 2. Week 1 will be Monday - Friday. Week 2 will require you to work both Saturday and Sunday and have two weekdays off. Second shift hours are 1p-9p and/or 3p-11p. Training will be held during the first 60-90 days of employment and will be conducted onsite and remotely.

Benefits (eligible on the 1st of the month, following 30 days of employment):

• Health insurance, Dental and Vision
• Flexible Spending - Employees can make pre-tax payroll deductions for medical and childcare expenses.
• Free Long Term Disability
• Free Life & AD&D
• Employee Assistance Program (EAP) - Offers 24/7 resources to employee and family for personal, financial, emotional, legal issues. No cost to the employee
• AFLAC - IMPACT offers supplemental insurance on an employee voluntary contribution basis.
• 401(K) Plan - Eligibility is six (6) months of service and 500 hours.
• Paid Time Off (PTO) begins accruing with the first day of work. This time can be used after the initial 90-days.
• IMPACT observes (11) Holidays - New Year's Day, Dr Martin Luther King Jr Day, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day and New Year's Eve.

IMPACT IS AN EQUAL OPPORTUNITY EMPLOYER