Intake Specialist

Fully remote position; must be located in WA state.

About the role

Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

Intake Specialists provide phone-based support for callers needing access to essential health and human services or community-based care coordination. Intake Specialists support residents in all of Washington, connecting callers to available resources around the state while providing empathic support and exceptional customer service experience.

This is a remote/hybrid position. Opportunities to attend in-person tabling events representing Crisis Connections may become available.

Schedule

• Full Time, 37.50 hours/week
• Monday–Friday: 9 am–5 pm
• Training takes place 4 days/week (Mon/Tues/Weds/Thurs/Fri) from 9 am–5 pm during the initial training period

Pay

$25.50/hour

Responsibilities

• Provide exceptional phone-based support in a confidential remote space
• Create a positive experience for callers facing difficult circumstances
• Offer peer-to-peer support, community-based referrals, and information to callers utilizing a resource directory
• Complete other tasks as assigned

Requirements

• A minimum of 1 year of customer service experience is preferred
• Previous experience working or volunteering in a call center responding to underserved populations preferred
• Knowledge of available community resources to callers needing additional localized support
• Professional phone demeanor with strong verbal communication skills
• Ability to demonstrate and coach active listening skills
• Previous experience working as a member of a team in a fast-paced, high-volume environment
• Confidential work setting required
• High-speed internet (wired ethernet connection preferred; no cellular hotspots)
• Smartphone with ability to download and use Multi-factor Authentication (MFA) application
• Quiet and confidential designated working area
• Ability to sit or stand for lengthy periods of time
• Ability to wear a headset or earphones while taking calls and attending meetings
• Ability to manage several IT/software platforms simultaneously in an environment with moderate noise and distraction

Qualifications

• Computer Skills Assessment: Crisis Connections requires a basic, timed 15-minute computer literacy assessment. HR will provide a link to complete the test on your personal computer after screening qualified candidates. Accommodations are available upon request.

Working Conditions

This position will expose you to conversations about suicide, mental health issues, and staff responding to crisis situations.

Benefits

• Excellent medical, dental, and vision coverage including a 100% employer-paid option for certain plans and coverage tiers
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check-ins with your supervisor
• Voluntary Benefits: Short-term and long-term disability, Flexible Spending Accounts (FSA), 403B Retirement Plan

All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.