211 Program Specialist I

Work Location: Remote - Applicants must live in Arizona

The Job/What You’ll Do:

The 211 Program Specialist responds to calls from the community, identifies needs, and provides appropriate follow-up and resources. The 211 Program Specialist ensures successful connections to resources in a timely manner through the provision of Virtual Case Management. Responsible for documenting identified needs, referrals, and outcomes.

Responsibilities:

• Deliver high-quality, confidential, phone-based information, referral, and advocacy services for health and social needs across multiple lines of business under the 211 umbrella. This involves identifying the callers' needs, developing a plan, and connecting them to appropriate community resources, as well as following up with callers and community partners to ensure successful outcomes.
• Document unmet needs to assist in the identification of gaps in services that can be addressed through 2-1-1 data reporting.
• Accurately document all customer interactions using web-based computer software systems.
• Always utilize recognized professional & agency standards. Maintain professionalism and confidentiality in working with sensitive client information.
• Demonstrates an understanding of social services and community resources in Arizona.
• Adhere to the 211 call center policy and procedures.
• Perform other duties as assigned

Knowledge, Skills, Abilities:

• Critical thinking; effective decision making. Strong organizational and effective communication and interpersonal skills; Excellent customer service skills; Effective listening skills; Strong knowledge of resources and systems with emphasis on mental health, employment, education, occupational training, housing, counseling, healthcare, justice/legal support, etc. Bilingual Spanish is preferred.
• Technology skills: Microsoft Office Suite, social media navigation, and Electronic Health Records (EHR).
• Ability to act professionally and maintain appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional, and leadership growth.

Education & Experience:

• 0-2 years of experience in the field: health and human services, public health, or healthcare
  • Call Center experience is highly desirable and preferred.
• GED/High School Diploma

Wireless (Wi-Fi) connections are not permitted for this position. You must be connected to your home internet modem/router using Ethernet cabling (Cat5e or better—this can be provided to staff as needed).

Working Conditions:

While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak.