ORGANIZATION: The Institute for Human Services, Inc.
6666 County Road 11
Bath, NY 14810
REPORTS TO: Director, 2-1-1 Helpline
POSITION: Full-time, 37.5 hours/week
The Community Information & Resource Specialist provides information and referral services to callers inquiring about health and human service resources in their community, and assists in tasks required to keep the 2-1-1 Helpline database up-to-date and accurate.
The position involves answering calls, determining caller needs by collecting and documenting all required data, providing referrals, and demonstrating objectivity and empathy, while being non-judgmental and neutral in handing callers’ inquiries. It also involves assisting in the verification of data on agencies and resources for the community resource database: researching, collecting and analyzing information about organizations and community services.
The successful candidate must be able to maintain confidentiality of sensitive information.
Major Tasks, Duties and Responsibilities
Strong customer service and communication skills, including the ability to relate to callers with patience, objectivity & nonjudgmental attitude, and knowledge of community resources helpful. The position requires strong interpersonal skills and positive attitude, as well as the ability to work collaboratively as a member of a team, follow specific protocols and procedures, problem-solve, plan and organize work, handle multiple tasks, pay attention to details and work independently. Must be able to demonstrate proficiency in Microsoft Office products and internet navigation.
Associate’s degree required, bachelor’s preferred, in business, liberal arts, human services or related field, two years of experience in customer service, call center or human service field required, or an equivalent combination of education and experience.
Work Schedule: Typically is either 8:30 am to 4:30 pm or 9:00 am to 5:00 pm Monday through Friday. However, flexibility is required due to the nature of business. Schedule may be changed as needed, to include evenings, weekends and/or holidays or extended hours of operation. On-call responsibility approximately one week/month.
Please submit a letter of interest and resume to email@example.com. Review will begin immediately and will continue until the position is filled.