EW 211 Information & Resource Referral Specialist

Frontier Behavioral Health•Spokane, WA

6d•$20 - $24

About The Position

Frontier Behavioral Health’s presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community. Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues. As a Trauma-Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist them in their journey. If you want to have a positive impact in the lives of others come join us! WHY CHOOSE FRONTIER BEHAVIORAL HEALTH? At Frontier Behavioral Health, we value our employees and recognize the importance of EVERY employee’s contribution to our mission. Our behavioral health services make a positive difference in the lives of those we serve and contribute to the health, safety, and quality of life for everyone in Spokane County. At FBH we have a variety of client services, including outpatient, inpatient, community outreach, crisis services, partnerships with schools, law enforcement and more. Our evidence-based, culturally appropriate, trauma informed behavioral health services address the diverse needs of those we serve. The 211 system is a resource for people across Eastern Washington who are in need of information, referrals, or assistance. The 211 Information & Referral Specialist responds to phone calls, emails, texts, and in-person requests from community members and community providers. Assistance may include providing information, assisting with paperwork, and facilitating referrals. The 211 Specialist is a valuable community partner who connects with community members at community events and through the call-in line.

Requirements

High school diploma or equivalent.
Minimum of one year of experience working in a customer service focused position.
Complete all training for AIRS certification within three years of being hired is preferred.
Background or interest in social services and familiarity with Spokane and other Eastern Washington social service agencies, governmental bodies and geography.
Self-motivated, quick thinking, and able to appropriately balance and prioritize a fast-paced, ever-changing work environment.
Proficient with computers, text, email.
Must be able to apply active listening techniques conveying respect, professionalism, engagement skills, and empathy
Must possess excellent communication skills including the ability to send and receive oral and written messages, in a clear, positive, prompt and appropriate manner, while maintaining customer confidentiality.

Nice To Haves

Experience working as an Information and Referral Specialist or computer-related job preferred.

Responsibilities

Provide social service-oriented resources and referrals to individuals via phone, email, text, and in person.
Attend and/or organize community events throughout Eastern Washington, answering inquiries and assisting people with connecting to resources.
Assist community members with completing applications for services, registrations and various other forms of paperwork.
Assist community providers to connect their patients with appropriate services.
Continually seek to expand knowledge base of available community resources for potential callers, independently initiating research to maintain up-to-date knowledge.
Interact with consumers and co-works from diverse backgrounds with a high level of customer service, including demonstrate a positive, customer focused attitude
Build and maintain relationships with community partners.
Participate in team meetings.
Enter, track and manage data associated with the 211 programs.
Attend community court to connect with individuals who could benefit form 211 services.
Participate in contract compliance review; assist in quality assurance measures
Other duties assigned.
Community Partner Specialist Building and maintaining close relationships with community partners . Organizing meetings and events for partners and the EW211 team. Ensuring awareness for the program is widespread in the community through public speaking. Building the internal processes and practices required to manage 20--30 ongoing partnerships with multiple relationships at each partner organization. Tracking, reporting, and optimizing the performance of partnerships, including identifying issues as they arise, assessing possible solutions, and facilitating the execution of those solutions. Providing thought leadership, strategic insight, and clear communication to team members on partnership initiatives. Completing required monthly and annual updates to all partnerships in the database (up to 500 per year). Anticipating weekly team meeting agendas, and maintaining notation for the team. Working with community partners to supply the EW 2-1-1 team with printed and electronic updates and marketing materials from various different programs.
Media Specialist Developing and implementing social media messaging and responses for the program and increase engagement on all platforms. Analyzing social media and marketing campaigns to ensure success across different platforms. Developing and maintaining marketing materials, both electronic and printed. Serve as an expert on campaign processes including creative preparation, technical requirements, reporting setup, and overall project management. Assisting the Community Partner Coordinator in supplying materials for partner agencies. Tracking and maintaining supplies of printed materials (as necessary for contract reporting). Completing daily posts on social media to encourage program awareness and resource delivery across multiple fronts. Remaining up to date on social media and marketing trends to ensure target campaigns are relevant and successful
Data Specialist Developing partner-specific data collection tools in accordance with database requirements. Anticipating and planning for data deadlines. Working closely with state network to update and ensure database is operating at the network standard (which will include development and adjustment of the database). Identifying procedural problems and communicate to the manager and team as appropriate. Analyzing monthly data to ensure compliance and efficiency across different platforms. Ensuring monthly reports are on time and accurate. Maintaining organized and easily accessible historical data. Leading and coordinating team meetings and trainings when the database is updated or changed. Developing and maintaining team database workflows to support consistency and ongoing training. Work specifically with Basic Food partnership to Outreach all counties and provide insights to manager and state network each month.

Benefits

Paid Time Off – Employees accrue up to 26 days of PTO in the first year of employment! Plus 9 Paid Federal Holidays!
Sick Leave – Extended Sick Leave and Paid Sick and Safe Time.
Medical, Dental and Vision
Retirement – We offer an impressive 403b plan including standard 3% employer contribution plus an additional 3% employer match.
Flexible Spending Accounts
Life Insurance – Company paid coverage that starts the first of the month following 6 months from your date of hire.
Signing Bonus!
No-cost licensure supervision for those pursuing clinical licensure.
Federal and State Loan Forgiveness Program for qualifying Programs.
Reimbursement of License/Certification application fee that is required for the position.
Free Employee Assistance Program
Staff Discounts at various FBH partners throughout Spokane!