Essential Functions of the position are detailed below, and include any physical requirements below that.
- Responsible for answering high-volume calls, received through three Call Center phone lines, to assist the callers, which includes city and suburban residents, with their financial needs and non-financial needs.
- Responsible for gathering information to screen potential clients and then matching them to the appropriate agency for resources; treats each caller with professionalism and compassion.
- Adheres to departmental scripts and protocols when processing client intakes, including but nor limited to: crisis handling procedures, active listening, speaking clearly and leading the calls.
- Informs supervisor of any calls that need to be escalated and/or service delays so that proper follow-up with external agencies occur.
- Maintains up-to-date and accurate client information, departmental files and databases, as required by agency/programmatic policies and procedures, professional standards, and external requirements of all regulatory, licensing or accrediting bodies in the course of performing job expectations.
PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned.
X Kneel and move from sitting, bending, kneeling or standing multiple times a day.
X Push and pull objects up to 25 pounds.
X Climb up and down up to 3 flights of stairs at a time.
X Lift up to 25 pounds.
Additional Requirements:
Other Requirements Comply with program and/or Agency requirements related to (check all that apply).
X Background check, including any program specific requirements.
Physical examination
Drug Testing
TB Testing
Driver's License and reliable transportation
Agency-specified automobile insurance
Additional Requirements:
Immediate Supervisor: Program Manager
Directly Supervises: Senior Call Specialist and Call Specialists
Indirectly Supervises: N/A
Education and Experience Requirements:
Relevant Education:
Preferred: Bachelor's Degree
Minimum: Associate's Degree
Relevant Experience:
Preferred: 3 Years
Minimum: 1-2 years
Certification/Licensure:
Preferred: Alliance Information Referral Systems (AIRS) Certification and Bilingual Speaking Skills (English/Spanish).
Minimum: Must acquire AIRS certification within first year of hire date
