211 Community Connector, Wed to Sat 7am - 3pm (30 hrs)

About the role

The 211 Community Connector handles incoming 211 calls from individuals seeking assistance with a variety of social services and community resources. This role is vital in providing accurate information, support, and referrals to callers in need. The position is based at the Main Office with hybrid/remote options at agency discretion. Candidates must reside in New York State and pass a background check. The role is designated as essential staff, requiring reporting to work during emergencies when the business office is closed.

Responsibilities

• Answer and place calls on assigned lines with compassion and in accordance with the organization’s training and scope
• Assess callers' needs, navigate web-based databases, and provide appropriate information and referrals to basic needs, social services, and other community programs
• Maintain up-to-date knowledge of available resources and services within the community
• Complete assessments and determine eligibility for emergency shelter placements, in accordance with agency and Department of Social Services protocol
• Provide crisis intervention support as needed, using established protocols to de-escalate and make appropriate connections to community safety net programs
• Provide critical service status information as part of community disaster response
• Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
• Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
• Meet call center performance metrics, as defined by agency and accrediting bodies
• Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
• Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
• Perform additional responsibilities as they develop and are assigned

Qualifications

Education: High school diploma required; Associates in Human Services or related field strongly preferred.

Additional requirements: Successful completion of standardized training program within scheduled timeframe (per Inform USA and American Association of Suicidology accreditation standards); strong attendance and punctuality; ability to work some holidays and weekends (most staff work Saturday or Sunday, some both); designated essential staff – must report to work during emergencies; must reside in New York State; background check required.

Physical requirements: Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.

Skills

• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately
• Strong problem-solving abilities and critical thinking skills to assess needs and provide appropriate referrals
• Ability to work under pressure and handle high call volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies
• Work closely with team members and supervisors to ensure seamless operations

Pay

Hourly rate: $20.50. Shift differentials: +$5/hour for all weekend hours; +$2/hour for hours worked between 11 pm and 7 am.

Schedule

30 hours per week, as scheduled. Work schedules are based on call volume trends. The position requires working some holidays and weekends (most staff work Saturday or Sunday, and some work both days). Essential staff must report to work during emergencies when the business office is closed.