Position Summary:
Receive and respond to all incoming calls through agency helpline, including calls specifically directed to Russian language helpline to accurately and appropriately assess callers for all internal agency programs as well as provide needed referrals to other social service agencies; complete initial client assessments for eligibility of agency services, as well as complete required and accurate data entry into agency electronic database, as well as other clerical duties as appropriate and needed to support the Crisis Intervention program.
Principal Responsibilities:
Principal responder to high volume phone calls and voicemails on Met Council Helpline within 24 business hours of initial outreach of caller, Monday through Friday
Providing current and accurate information and referrals through professional transfers of calls to external agencies to address crisis needs of callers
Professionally and accurately explain Met Council services and programs available, as well as eligibility criteria for enrollment in services, as well as facilitate referrals to internal program staff
Complete initial comprehensive phone assessment for caller eligibility of services and programs provided throughout Met Council
Enter caller information into electronic tracking database to ensure each call is accurately recorded and documented for agency purposes
Assist in preparing statistical reports on department activities and periodic reports on government contracts and private grants
Participates in regularly scheduled supervision, team meetings and general crisis staff meetings
Recognizes and adheres to professional roles
Performs general clerical and administrative duties for department including filing, copying, etc.
Other duties as assigned
Competencies:
Excellent computer literacy and word processing skills, including experience with Microsoft Word and Excel
Capable of working effectively in a pressured environment serving persons under stress while still providing an empathic response
Experience and knowledge in utilizing comprehensive assessments to assess the needs of callers
Requires on-going knowledge of local and national resources, including but not limited to Social Security, Medicare, Medicaid, other HRA benefits, additional state/county programs and resources, and the ability to link callers to appropriate organizations for needs
Strong interpersonal skills to both assess and build relationships with individuals as well as manage and control one’s own reactions to complex and challenging conversations on the phone
Attention to detail
Basic math skills
Client, ethics and integrity focused approach to interventions
Ability to adapt to changes and flexibility in schedule
Ability work independently as well as in a team
Strong organizational skills and the capability to multi task
Excellent telephone skills
Skill and Education:
Human Services Associates degree with Social service experience or BSW degree preferred
Clerical/administrative work experience preferred
Bi-lingual Russian-English required
Mathematical Skills:
Basic Math
Reasoning Ability:
Ability to functions effectively within a crisis environment and make appropriate and safe decisions
Work Environment:
Must be able to work in a busy environment with a sensitive population
Demonstrate cultural sensitivity especially to insular, immigrant and minority groups
Special Requirements: This position is currently hybrid and is based at the central office; some field work with our local Jewish Community Councils may be required
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