Intake Specialist

Job Description

Job Description

Description:

Job Title: Intake Specialist

Part-time Schedule: Full Time, 37.50 hours/week

Location: Fully Remote, must be located in WA state

Pay rate: $25.50/hour

Reports to: Contact Center Manager

Union Representation: OPEIU Representation

Training will take place 4 days/week On Mon/Tues/Weds/Thurs/Fri from 9am-5pm during the initial training period.

PROGRAM SUMMARY:

Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

POSITION SUMMARY:

If you want to be part of our mission and have a passion for helping others, we invite you to apply for our Intake Specialist position.

Schedule: Monday -Friday: 9am-5pm

Intake Specialists provide phone-based support for callers needing access to essential health and human services or community-based care coordination. Intake Specialists support residents in all of Washington, connecting callers to available resources around the state while providing empathic support and exceptional customer service experience.

• This is a remote/hybrid position. Opportunities to attend in-person tabling events representing Crisis Connections may become available.
• This position requires a high-speed internet connection through a wired connection or modem. No Hot spots allowed.

JOB DUTIES AND RESPONSIBILITIES:

Intake Specialists work as part of a team to provide exceptional phone-based support in a confidential remote space. They create a positive experience for callers facing difficult circumstances, offering peer to peer support, community-based referrals and information to callers utilizing a resource directory. Intake Specialists will complete other tasks as assigned.

QUALIFICATIONS AND SKILLS REQUIRED:

• A minimum of 1 year of customer service experience is preferred.
• Previous experience working or volunteering in a call center responding to those in underserved populations preferred.
• Knowledge of available community resources to callers that need additional localized support
• Professional phone demeanor with strong verbal communication skills
• Ability to demonstrate the use of active listening skills and coach others in utilizing those same skills and applying those skills effectively.
• Previous experience working as a member of a team in a fast-paced, high-volume environment.
• Confidential work setting required.

Computer Skills Assessment : Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirements:

Smart phone with ability to download and use Multi-factor Authentication (MFA) application.

For Remote / Hybrid positions

· High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.

· A quiet and confidential designated working area.

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

· This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities .

· Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.

· Annual wage increases

· Generous Paid Time Off & 12 Paid Holidays

· Discount on ORCA transit pass

· Free Parking & Flexible Schedules

· Growth opportunities

· Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

· Short-term and long-term disability

· Flexible Spending Accounts (FSA)

· 403B Retirement Plan

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION : Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.