Resource Specialist

Job Description

Job Description

Description :

Reports to : Director of Essential Services

Job Type : Full-time, Non-Exempt, 37.5 hours per week

Schedules : Tues-Sat 4pm - 12 am OR Sun-Thurs; 4pm - 12am

Payrate : $26.53 / hour

Location : Fully remote

Union Representation : Represented by OPEIU Local 8

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.

Schedule : Swing shift Tues-Sat OR Sun-Thurs, from 4pm-12am. Training M-F 9am-5pm will be required for up to 1 month at hire and at a later date, to be determined in coordination with staff member supervisor.

Crisis Connections operates multiple lines of business including Washington 211, the Community Care Hub Intake Center, Stop Hate Hotline and more. We are an inbound contact center serving Washington state residents needing health and human services. We provide information and referrals to a variety of resources including but not limited to food, rent, utility, legal, health and employment services.

Position Summary : As a Resource Specialist you will keep resources current in database used across our lines of business. You will help foster a supportive, team-focused environment that provides a unique opportunity for professional development. The Resource Specialist will update resources in a database and handle essential services and reporting calls. Resource Specialists should have experience providing excellent phone-based customer service should have intermediate level excel skills, strong attention to detail, an ability to work efficiently in a fast-paced environment and maintain strong relationships with listing agencies. Previous database experience is required. Completion of other tasks / duties as assigned.

Knowledge & Abilities :

• Strong written communication skills.
• Previous contact center experience providing exceptional customer service strongly preferred.
• Previous experience working with databases and producing reports.
• Strong attention to detail and problem-solving skills.
• Self-starter with the ability to effectively prioritize workloads.
• Knowledge and understanding of taxonomies and hierarchies.
• Previous data experience in a contact center strongly preferred.
• Familiar with adhering to a style guide.
• Experience with Excel and ability to pass Excel proficiency test.
• Evidence of respect toward persons of many different backgrounds, experiences, and communication styles.

Job Duties and Responsibilities :

Writing Ability & Data Management

Work Habits

Equity and Inclusion

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. 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.

Voluntary Benefits

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

Requirements :

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.

Microsoft Excel Assessment :

Technology Requirement :

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.