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CES Help Center Agent

Rhode Island Coalition to End Homelessness
2.8 out of 5
Remote
$18 - $20 an hour - Temporary, Part-time

Location

Remote

Benefits
Pulled from the full job description

  • Work from home

Full job description

Job Description

Position Title: CES Help Center Agent (Remote)

Supervised By: CES Help Center Manager

Position Type: Per Diem (3-8 hour shifts; 3-6+ shifts a month); Hourly; potential schedule tracks of Monday to Friday 3 to 4 shifts from 9am to 5pm, Tuesday to Saturday 3 to 4 shifts from 11am to 7pm; weekends from 1:30pm to 7pm; We are open 365 days a year- all major and minor holidays; Non-exempt

Location: Fully Remote, *Currently hiring in the following states only: Arizona, Connecticut, Georgia, Illinois, Indiana, Maine, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, and Rhode Island.* Equipment provided.

Salary: $18-20 per hour

Responsibilities and Accountabilities:

The Help Center Agent screens and triages persons who are at-risk of or experiencing homelessness via telephone, email, and chat technologies. As part of the intake process, the Help Center Agent assesses callers’ current situation and presenting needs and works collaboratively with callers, team members, and community partners to coordinate services, offering additional resources as appropriate.

● Staff the CES Help Center and ensure its success.

● Provide high quality customer service to clients, demonstrating respect, empathy, kindness, and helpfulness.

● Respond to and process incoming calls, texts, and emails from persons looking for assistance, triaging and routing calls based on needs and situation.

● Engage in active listening with callers, asking questions for clarification and restating information back to the client to confirm accuracy.

● Maintains complete and accurate client records in the Homeless Management Information System (HMIS) in accordance with established policies and procedures.

● Collect relevant information from clients (e.g. name, demographics, call back number, etc.) and enter into HMIS.

● Record clear, complete, and concise documentation of caller interactions, comments, and needs in HMIS.

● Manage the callback queue to ensure timely response.

● Maintain an up-to-date list of shelter openings and support Leads in performing callbacks/referring clients to shelter beds as they become available..

● Perform callbacks to clients waiting for shelter to provide updates and/or collect additional information.

● Email housing applications and other resources to clients when needed.

Required Qualifications:

● Passion for ending homelessness and housing first principles.

● High school diploma or equivalent.

● 3+ years of frontline inbound call management, contact center operations, customer service, behavioral health, crisis management, housing, or other relevant experience in a fast paced environment.

● Strong and clear communication skills with an ability to use positive language and active listening while managing inbound/outbound calls and conducting data entry.

● Capacity to work efficiently under pressure; handling crisis situations and de-escalating as necessary.

● Demonstrated ability to build and maintain productive professional relationships, with experience working successfully with diverse populations.

● Proficiency in Google Suite (gmail, calendar, drive, docs, sheets, etc.).

Preferred Qualifications:

● Associates, or trade school/certificates preferably in behavioral health, social work, human services, or communications

● Prior training in crisis management, intervention, and behavioral health.

● Bilingual speaker (Spanish, Portuguese, Haitian Creole)

● Rhode Island resident

● Lived experience of homelessness or housing instability.

Job Types: Part-time, Temporary

Pay: $18.00 - $20.00 per hour

Benefits:

  • Work from home

Experience level:

  • 3 years

Shift:

  • Day shift
  • Evening shift

Weekly day range:

  • Monday to Friday
  • Weekends as needed

Work setting:

  • Call center
  • Remote

People with a criminal record are encouraged to apply

Application Question(s):

  • Please indicate which shift(s) you are available to work:

a) Monday to Friday 3 to 4 shifts from 9am to 5pm
b) Tuesday to Saturday 3 to 4 shifts from 11am to 7pm
c) Weekends from 1:30pm to 7pm

Education:

  • High school or equivalent (Required)

Experience:

  • Frontline Inbound call managment: 3 years (Required)
  • Crisis management: 3 years (Preferred)
  • Human Services: 3 years (Required)
  • Call center operations: 3 years (Required)

Language:

  • Portuguese (Preferred)
  • Haitian Creole (Preferred)
  • Spanish (Preferred)

Work Location: Remote