211 Program Specialist I

About the role

We are hiring part-time for this position. Applicants must reside in Arizona and be available to work full-time hours during the initial training period before transitioning to part-time. The 211 Program Specialist responds to calls from the community to identify needs and provide the appropriate follow-up, and connections to resources. The 211 Program Specialist ensures the successful connection to resources promptly through the provision of Virtual Case Management and is responsible for documenting identified needs, referrals, and outcomes.

Responsibilities

• Provide phone-based high-quality confidential information, referral, and advocacy for health and social services. 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.
• Perform other duties as assigned.

Requirements

• 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.
• Proficient in Microsoft Office Suite, Electronic Health Record (EHR) systems, and general computer navigation.

Qualifications

• Strong organizational and effective communication and interpersonal skills.
• Excellent customer service skills.
• Effective listening skills.