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CES Help Center Agent (Hybrid/Remote)

Rhode Island Coalition to End Homelessness
2.8 out of 5
Providence, RI 02903
Remote
$18 - $20 an hour - Part-time

Location

Providence, RI 02903

Benefits
Pulled from the full job description

  • Mileage reimbursement

Full job description

Position Title: CES Help Center Agent (Hybrid/Remote)

Supervised By: CES Help Center Supervisor

Position Type: Per Diem (3-8 hour shifts); Hourly; Non-exempt. Our hours of operations are Monday through Friday 9am to 7pm, and weekends and holidays 2pm to 7pm.

Location: Location: Hybrid, regular in office work and in-person meetings within RI required; equipment provided

Salary: $18-20 per hour; plus mileage reimbursement

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. Help Center Agents in this position will also attend in-person events to table, enroll new clients, and answer questions, approximately 2-3 times a month.

● 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.

  • Attend in-person events to meet with clients and assist with in-person enrollment, inquiries, and networking, approximately 2-4 times per month.

● 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.

● Fluent in Spanish.

● 3+ years of frontline inbound call management, contact center operations, behavioral health, nursing, crisis management, housing, or other relevant experience.

● 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.).

● Must have reliable transportation, a valid driver’s license, and appropriate vehicle insurance.

Preferred Qualifications:

● Associates, or Bachelors in behavioral health, social work, nursing, or communications.

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

● Multilingual speaker (Spanish, Portuguese, Haitian Creole)

● Rhode Island resident

● Lived experience of homelessness or housing instability.

Job Type: Part-time

Pay: $18.00 - $20.00 per hour

Shift:

  • Day shift
  • Evening shift

Weekly day range:

  • Monday to Friday
  • Weekends as needed

Work setting:

  • Call center

People with a criminal record are encouraged to apply

Education:

  • High school or equivalent (Required)

Experience:

  • Call center: 3 years (Required)

Language:

  • Spanish (Required)

Ability to Relocate:

  • Providence, RI 02903: Relocate before starting work (Required)

Work Location: Hybrid remote in Providence, RI 02903