Community Resource Specialist

IMPACT Inc • West Allis, WI

5d • Hybrid

About The Position

IMPACT, a non-profit organization, offers a competitive pay for a hybrid part time Community Resource Specialist for our IMPACT 211 team.
Since 1960, IMPACT has been serving Southeastern Wisconsin, helping people take the first step toward changing their life, for good. We assess and guide those experiencing personal crisis toward resources to achieve stability; and collaborate with community partners to foster system improvement.
Our role is critical. Critical conditions. Critical connections. Critical change.
We believe that the services we provide are enhanced when various groups of people with unique ideas come together. Applicants whose work incorporates a global perspective and a demonstrated commitment to various issues in human services are particularly encouraged to apply.
Position Summary:
IMPACT 211 is our Contact Center, which operates 24/7/365. As a member of the IMPACT 211 team, the Community Resource Specialist (CRS) provides quality support to all of IMPACT and its outside customers, demonstrating IMPACT's philosophy of customer service, community focus, collaboration, compassion, integrity and expertise. Answers IMPACT 211 information and referral line and its tie-in agency's incoming telephone calls, chats, and texts. Community Resource Specialist provide the following services: problem assessment, problem solving, information and referral, and assistance in the development of an action plan to customers within the scope of family, health, and social services that appropriately meets their needs.

Requirements

• Exceptional customer service skills, both internally and externally.
• Able to work effectively in a team-oriented environment.
• Exceptional verbal and written communication skills.
• Good judgment, problem solving and decision-making skills.
• Possesses cultural competency skills to work effectively with diverse customers and staff.
• Ability to respond effectively to a variety of social service needs.
• Ability to adapt to and apply on-going program development changes.
• Dedication to problem solving and empowering others
• Solutions orientated and have ability to multitask
• Professional and Reliable
• Interested in personal growth and development
• High School Diploma, or GED, or higher
• InformUSA certification within 90 days from date of eligibility
• A minimum of one year of customer service experience, preferably in the social service field
• Computer proficiency necessary
• Reside in the State of Wisconsin
• Must be able to work Saturday and Sunday every other weekend.

Nice To Haves

• Bilingual ability preferred.
• Inbound call center experience preferred.

Responsibilities

• Provides assessment, problem solving, information and referral, and crisis intervention, when necessary, in an empathetic and nonjudgmental manner.
• Assist customers in developing an action plan.
• Ask all customers permission to conduct a Customer Satisfaction Survey during the initial call.
• Accurately document customer contacts in a computerized database and other means.
• Provides advocacy for customers experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs, or groups.
• Participates in ongoing training and staff meetings.
• Keeps informed of and demonstrates knowledge of all special service programs.
• Ability to effectively work in and adapt to ongoing necessary changes.
• Works varying work schedules.
• Ensures that IMPACT is compliant with applicable federal, state, and local laws ensuring client confidentiality
• Actively participate in and support the organization's initiatives.

Benefits

• Health insurance, Dental and Vision
• Flexible Spending - Employees can make pre-tax payroll deductions for medical and childcare expenses.
• Free Long Term Disability
• Free Life & AD&D
• Employee Assistance Program (EAP) - Offers 24/7 resources to employee and family for personal, financial, emotional, legal issues. No cost to the employee
• AFLAC - IMPACT offers supplemental insurance on an employee voluntary contribution basis.
• 401(K) Plan - Eligibility is six (6) months of service and 500 hours.
• Paid Time Off (PTO) begins accruing with the first day of work. This time can be used after the initial 90-days.
• IMPACT observes (11) Holidays - New Year's Day, Dr Martin Luther King Jr Day, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day and New Year's Eve.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED