Community Connector
Goodwill of the Finger Lakes · Rochester, NY · 2 days ago
On-siteOTHRFull-time
We need to output HTML fragment with headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Remove boilerplate, EEO, etc.
We need to parse the posting.
Key info:
- Seeking primarily day and evening shifts, with limited overnight shifts available.
- Training in person up 2 to 4 weeks, possibility of remote work available after 30 days of employment.
- A Community Connector is a client-focused position responsible for providing an assessment, problem solving and referral assistance for clients with complicated needs.
- A successful Community Connector uses empathy, advocacy, and cultural competence to help clients access the services needed to build and sustain healthy lives.
- This position requires a creative intellectual with critical thinking skills and a desire to help those in need.
- Under the general supervision of the 211/LIFE LINE Supervisor, handles incoming contacts to the contact center on various assigned information & referral and customer service contracts: answering all contacts, collecting and documenting all required data and offering all applicable resources and referrals to clients.
- Essential duties and responsibilities list: many bullet-like sentences.
- QUALIFICATION REQUIREMENTS: must be able to perform each essential duty satisfactorily with or without reasonable accommodations. Candidate required to obtain AIRS Certified Information & Referral Specialist status, and maintain certification through attending trainings and reading industry materials. Additionally, must obtain these certification within 2 years of eligibility (following AIRS eligibility criteria). Maintenance of certification through employment required.
- EDUCATION and/or EXPERIENCE: Associates Degree in related field. One-year experience in customer service and/or Call Center industry. Or an equivalent combination of education and experience.
- LANGUAGE SKILLS: Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
- REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.
- OTHER SKILLS AND ABILITIES: High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems. Able to troubleshoot basic technical issues. Adaptable and able to move with change while maintaining a positive attitude. Excellent interpersonal skills: Diplomatic, team-oriented approach. Self-directed to take initiative in follow-up and resolution of daily issues. Innovative, forward thinker – able to think outside the box. Experience with softphone and software systems commonly used for Contact Center applications a plus.
- PHYSICAL DEMANDS: description.
- WORK ENVIRONMENT: 211/LIFE LINE is a 24/7 operation open 365 days per year with a variety of shifts available. Work schedule may include evenings, overnights, weekends, and holidays. Schedule may be changed as necessary to meet the needs of 211/LIFE LINE’s clients. Required to be responsive and available for shifts as much as 12 hours in length during call surges and declared emergencies. 211/LIFE LINE is a hybrid work environment. The possibility of remote work is dependent on performance, reliability, and a private workspace. The noise level in the office is usually moderate.
We need to produce sections: About the role (maybe summary), Responsibilities (essential duties), Requirements (maybe qualifications?), Skills (language, reasoning, other skills), Benefits (maybe remote work possibility after 30 days, training?), Pay (none given, so omit), Schedule (shifts info). We must not create sections with placeholder or vague like "not specified". So only include sections where we have concrete info.
We have schedule info: "Seeking primarily day and evening shifts, with limited overnight shifts available." Also work environment: schedule may include evenings, overnights, weekends, holidays; required to be responsive for shifts up to 12 hours during surges. So we have schedule specifics.
Benefits: "Training in person up 2 to 4 weeks, possibility of remote work available after 30 days of employment." Also hybrid work environment, remote work dependent on performance, reliability, private workspace. That's a benefit.
Pay: none given, so omit.
About the role: we have description of role: client-focused position providing assessment, problem solving, referral assistance; uses empathy, advocacy, cultural competence; creative intellectual with critical thinking; desire to help; under supervision; handles incoming contacts; etc. That's good.
Responsibilities: essential duties list.
Requirements: maybe qualifications? The posting has "QUALIFICATION REQUIREMENTS:" and "EDUCATION and/or EXPERIENCE:" etc. Could combine into Requirements section.
Skills: language skills, reasoning ability, other skills and abilities.
We need to use
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Remove boilerplate, EEO, etc.
We need to parse the posting.
Key info:
- Seeking primarily day and evening shifts, with limited overnight shifts available.
- Training in person up 2 to 4 weeks, possibility of remote work available after 30 days of employment.
- A Community Connector is a client-focused position responsible for providing an assessment, problem solving and referral assistance for clients with complicated needs.
- A successful Community Connector uses empathy, advocacy, and cultural competence to help clients access the services needed to build and sustain healthy lives.
- This position requires a creative intellectual with critical thinking skills and a desire to help those in need.
- Under the general supervision of the 211/LIFE LINE Supervisor, handles incoming contacts to the contact center on various assigned information & referral and customer service contracts: answering all contacts, collecting and documenting all required data and offering all applicable resources and referrals to clients.
- Essential duties and responsibilities list: many bullet-like sentences.
- QUALIFICATION REQUIREMENTS: must be able to perform each essential duty satisfactorily with or without reasonable accommodations. Candidate required to obtain AIRS Certified Information & Referral Specialist status, and maintain certification through attending trainings and reading industry materials. Additionally, must obtain these certification within 2 years of eligibility (following AIRS eligibility criteria). Maintenance of certification through employment required.
- EDUCATION and/or EXPERIENCE: Associates Degree in related field. One-year experience in customer service and/or Call Center industry. Or an equivalent combination of education and experience.
- LANGUAGE SKILLS: Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
- REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.
- OTHER SKILLS AND ABILITIES: High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems. Able to troubleshoot basic technical issues. Adaptable and able to move with change while maintaining a positive attitude. Excellent interpersonal skills: Diplomatic, team-oriented approach. Self-directed to take initiative in follow-up and resolution of daily issues. Innovative, forward thinker – able to think outside the box. Experience with softphone and software systems commonly used for Contact Center applications a plus.
- PHYSICAL DEMANDS: description.
- WORK ENVIRONMENT: 211/LIFE LINE is a 24/7 operation open 365 days per year with a variety of shifts available. Work schedule may include evenings, overnights, weekends, and holidays. Schedule may be changed as necessary to meet the needs of 211/LIFE LINE’s clients. Required to be responsive and available for shifts as much as 12 hours in length during call surges and declared emergencies. 211/LIFE LINE is a hybrid work environment. The possibility of remote work is dependent on performance, reliability, and a private workspace. The noise level in the office is usually moderate.
We need to produce sections: About the role (maybe summary), Responsibilities (essential duties), Requirements (maybe qualifications?), Skills (language, reasoning, other skills), Benefits (maybe remote work possibility after 30 days, training?), Pay (none given, so omit), Schedule (shifts info). We must not create sections with placeholder or vague like "not specified". So only include sections where we have concrete info.
We have schedule info: "Seeking primarily day and evening shifts, with limited overnight shifts available." Also work environment: schedule may include evenings, overnights, weekends, holidays; required to be responsive for shifts up to 12 hours during surges. So we have schedule specifics.
Benefits: "Training in person up 2 to 4 weeks, possibility of remote work available after 30 days of employment." Also hybrid work environment, remote work dependent on performance, reliability, private workspace. That's a benefit.
Pay: none given, so omit.
About the role: we have description of role: client-focused position providing assessment, problem solving, referral assistance; uses empathy, advocacy, cultural competence; creative intellectual with critical thinking; desire to help; under supervision; handles incoming contacts; etc. That's good.
Responsibilities: essential duties list.
Requirements: maybe qualifications? The posting has "QUALIFICATION REQUIREMENTS:" and "EDUCATION and/or EXPERIENCE:" etc. Could combine into Requirements section.
Skills: language skills, reasoning ability, other skills and abilities.
We need to use for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We must not repeat job title as heading. No Job ID etc.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like training length, remote work after 30 days, etc.
We need to ensure we don't drop any important details.
Let's extract details:
About the role (prose):
- A Community Connector is a client-focused position responsible for providing an assessment, problem solving and referral assistance for clients with complicated needs.
- A successful Community Connector uses empathy, advocacy, and cultural competence to help clients access the services needed to build and sustain healthy lives.
- This position requires a creative intellectual with critical thinking skills and a desire to help those in need.
- Under the general supervision of the 211/LIFE LINE Supervisor, handles incoming contacts to the contact center on various assigned information & referral and customer service contracts: answering all contacts, collecting and documenting all required data and offering all applicable resources and referrals to clients.
That's enough.
Responsibilities (list):
We need to list each essential duty as
- . Let's pull them:
- Perform in-depth screening for community programs for the purpose of educating, navigating, and connecting clients with needed services.
- Answer all assigned contacts (phone, chat, text); identify and accurately refer clients to appropriate community resources which may address the client’s additional health and social needs.
- Use active listening skills and conversational intent to: develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy and be non-judgmental and neutral in handing all contacts.
- Must be able to maintain strict confidentiality of sensitive information.
- Utilize prescribed software to accurately document all client interactions.
- Obtain and document all required data according to established policy, protocol and procedure to assist in the identification of gaps in services that can be addressed.
- Must be available to work rotating shifts including nights and weekends and be flexible to backfill shifts as necessary.
- Attend and participate actively in all required in-service and other department meetings.
- Conduct consumer satisfaction surveys and follow up accordingly.
- Keep all activities in line with the core values and contribute to the positive culture of Goodwill of the Finger Lakes.
- Contributes to the overall effectiveness of the 211/LIFE LINE Program by completing all other tasks as assigned.
We should keep the exact phrasing.
Requirements (maybe combine QUALIFICATION REQUIREMENTS and EDUCATION/EXPERIENCE). Let's list:
- Candidate required to obtain AIRS Certified Information & Referral Specialist status, and maintain certification through attending trainings and reading industry materials.
- Must obtain these certification within 2 years of eligibility (following AIRS eligibility criteria).
- Maintenance of certification through employment required.
- Associates Degree in related field.
- One-year experience in customer service and/or Call Center industry.
- Or an equivalent combination of education and experience.
We could also include "To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations." That's a generic statement; maybe include as part of requirements.
Skills: list language skills, reasoning ability, other skills and abilities.
Language skills:
- Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
Reasoning ability:
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
Other skills and abilities (list):
- High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems.
- Able to troubleshoot basic technical issues.
- Adaptable and able to move with change while maintaining a positive attitude.
- Excellent interpersonal skills: Diplomatic, team-oriented approach.
- Self-directed to take initiative in follow-up and resolution of daily issues.
- Innovative, forward thinker – able to think outside the box.
- Experience with softphone and software systems commonly used for Contact Center applications a plus.
We could also include physical demands and work environment? Those could be part of Requirements or maybe separate sections like "Physical Demands" and "Work Environment". But the instruction only lists specific headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It says use those headings for section headings. It doesn't forbid other headings? It says "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies we should use those headings if we have content. It doesn't say we cannot add others, but better to stick to those. Physical demands and work environment could be placed under Requirements or Skills? Might be better to include under Requirements as part of job requirements. But we have no explicit heading for them; we could embed details in Requirements or Skills as appropriate. However, the instruction says "Prefer a few substantive sections over many thin ones." So we can combine.
We have Benefits: training in person up 2 to 4 weeks, possibility of remote work available after 30 days of employment, hybrid work environment, remote work dependent on performance, reliability, private workspace, noise level moderate.
We have Schedule: seeking primarily day and evening shifts, limited overnight shifts available; work schedule may include evenings, overnights, weekends, holidays; schedule may be changed as necessary; required to be responsive and available for shifts as much as 12 hours in length during call surges and declared emergencies.
We must not include Pay section because no pay info.
We must not include Qualifications section if we already have Requirements? The list includes both Requirements and Qualifications as possible headings. We could decide to use Requirements for education/experience and certifications, and Qualifications for skills? But we already have Skills separate. Might be better to use Requirements for education/experience and certifications, and Qualifications for maybe "Ability to perform each essential duty satisfactorily with or without reasonable accommodations." But that's vague. However, we could omit Qualifications if we don't have specific content beyond what's in Requirements. The instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So if we don't have specific content for Qualifications, we should not include it. We have Requirements (education/experience, certifications). We have Skills (language, reasoning, other). We have Benefits and Schedule. We have About the role and Responsibilities.
Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits, Schedule.
Now we need to output HTML fragment only, no /, no markdown.
We'll produce:
About the role
...
Responsibilities
- ...
...
Requirements
- ...
...
Skills
- Language skills: Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
- Reasoning ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Other skills and abilities: High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems; Able to troubleshoot basic technical issues
- for any list of duties/requirements/benefits. Use
for prose. We must not repeat job title as heading. No Job ID etc. We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like training length, remote work after 30 days, etc. We need to ensure we don't drop any important details. Let's extract details: About the role (prose): - A Community Connector is a client-focused position responsible for providing an assessment, problem solving and referral assistance for clients with complicated needs. - A successful Community Connector uses empathy, advocacy, and cultural competence to help clients access the services needed to build and sustain healthy lives. - This position requires a creative intellectual with critical thinking skills and a desire to help those in need. - Under the general supervision of the 211/LIFE LINE Supervisor, handles incoming contacts to the contact center on various assigned information & referral and customer service contracts: answering all contacts, collecting and documenting all required data and offering all applicable resources and referrals to clients. That's enough. Responsibilities (list): We need to list each essential duty as
- . Let's pull them:
- Perform in-depth screening for community programs for the purpose of educating, navigating, and connecting clients with needed services.
- Answer all assigned contacts (phone, chat, text); identify and accurately refer clients to appropriate community resources which may address the client’s additional health and social needs.
- Use active listening skills and conversational intent to: develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy and be non-judgmental and neutral in handing all contacts.
- Must be able to maintain strict confidentiality of sensitive information.
- Utilize prescribed software to accurately document all client interactions.
- Obtain and document all required data according to established policy, protocol and procedure to assist in the identification of gaps in services that can be addressed.
- Must be available to work rotating shifts including nights and weekends and be flexible to backfill shifts as necessary.
- Attend and participate actively in all required in-service and other department meetings.
- Conduct consumer satisfaction surveys and follow up accordingly.
- Keep all activities in line with the core values and contribute to the positive culture of Goodwill of the Finger Lakes.
- Contributes to the overall effectiveness of the 211/LIFE LINE Program by completing all other tasks as assigned.
We should keep the exact phrasing.
Requirements (maybe combine QUALIFICATION REQUIREMENTS and EDUCATION/EXPERIENCE). Let's list:
- Candidate required to obtain AIRS Certified Information & Referral Specialist status, and maintain certification through attending trainings and reading industry materials.
- Must obtain these certification within 2 years of eligibility (following AIRS eligibility criteria).
- Maintenance of certification through employment required.
- Associates Degree in related field.
- One-year experience in customer service and/or Call Center industry.
- Or an equivalent combination of education and experience.
We could also include "To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations." That's a generic statement; maybe include as part of requirements.
Skills: list language skills, reasoning ability, other skills and abilities.
Language skills:
- Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
Reasoning ability:
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
Other skills and abilities (list):
- High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems.
- Able to troubleshoot basic technical issues.
- Adaptable and able to move with change while maintaining a positive attitude.
- Excellent interpersonal skills: Diplomatic, team-oriented approach.
- Self-directed to take initiative in follow-up and resolution of daily issues.
- Innovative, forward thinker – able to think outside the box.
- Experience with softphone and software systems commonly used for Contact Center applications a plus.
We could also include physical demands and work environment? Those could be part of Requirements or maybe separate sections like "Physical Demands" and "Work Environment". But the instruction only lists specific headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It says use those headings for section headings. It doesn't forbid other headings? It says "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies we should use those headings if we have content. It doesn't say we cannot add others, but better to stick to those. Physical demands and work environment could be placed under Requirements or Skills? Might be better to include under Requirements as part of job requirements. But we have no explicit heading for them; we could embed details in Requirements or Skills as appropriate. However, the instruction says "Prefer a few substantive sections over many thin ones." So we can combine. We have Benefits: training in person up 2 to 4 weeks, possibility of remote work available after 30 days of employment, hybrid work environment, remote work dependent on performance, reliability, private workspace, noise level moderate. We have Schedule: seeking primarily day and evening shifts, limited overnight shifts available; work schedule may include evenings, overnights, weekends, holidays; schedule may be changed as necessary; required to be responsive and available for shifts as much as 12 hours in length during call surges and declared emergencies. We must not include Pay section because no pay info. We must not include Qualifications section if we already have Requirements? The list includes both Requirements and Qualifications as possible headings. We could decide to use Requirements for education/experience and certifications, and Qualifications for skills? But we already have Skills separate. Might be better to use Requirements for education/experience and certifications, and Qualifications for maybe "Ability to perform each essential duty satisfactorily with or without reasonable accommodations." But that's vague. However, we could omit Qualifications if we don't have specific content beyond what's in Requirements. The instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So if we don't have specific content for Qualifications, we should not include it. We have Requirements (education/experience, certifications). We have Skills (language, reasoning, other). We have Benefits and Schedule. We have About the role and Responsibilities. Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits, Schedule. Now we need to output HTML fragment only, no /, no markdown. We'll produce:
About the role
...
Responsibilities
- ... ...
Requirements
- ... ...
Skills
- Language skills: Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
- Reasoning ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Other skills and abilities: High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems; Able to troubleshoot basic technical issues