Inbound Call Center/Client Representative
WAYPOINT SERVICES - Cedar Rapids, IA
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POSITION SUMMARY In charge of the operation of Coordinated Entry call-center during assigned shift. $18/hour TIME COMMITMENT Hourly PRINCIPAL DUTIES AND RESPONSIBILITIES Field and respond to phone calls and in-person clients by inputting/collecting data on calls for emergency shelter, rental assistance, DV support, providing information and referrals, taking messages, and providing a triage screening to callers for admission to housing and rental programs Remain informed on state wide resources and systems to make appropriate referrals Complete requested paperwork in a timely manner Work within an HMIS system to enter data accurately in a timely manner Use critical thinking skills to appropriately refer clients to correct resources Assist with program components as assigned Complete client requests utilizing our email and software systems including: MS Outlook, Word, Excel, and Google Documents COMPETENCIES Values: Demonstrate Waypoint's core values every day you are at work: have compassion, instill ownership, empower people, and embrace diversity. Dependability: Show up to work on time, every time. Keep your commitments. Take responsibility for your own actions. Understand implications of your decisions. Communication: Demonstrate the ability to treat others with respect and consideration when working with a variety of personalities and leadership styles. Listen and seek clarifications. Communicate internally and externally in a positive tone. Professionalism: Take pride in how you present yourself. Motivate yourself to bring your best every day. Develop strategies to achieve organization goals. Adaptability: Be able to multitask in a changing and evolving work environment to best fit the situation. Demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness. GENERAL DUTIES AND RESPONSIBILITIES Comply with all Waypoint policies and Waypoint letter of employment Maintain client and program confidentiality as defined in Waypoint's Confidentiality Policy Demonstrate a positive attitude and professional manner, both in appearance and actions in carrying out job responsibilities Follow Waypoint Crisis Communication Plan completely in crisis situations Attend and participate in Waypoint departmental, interdepartmental and staff meetings as directed Maintain scheduled work hours and notify your immediate supervisor personally of absences Support Waypoint events Promote Waypoint team concept by being courteous and helpful to other employees and clients Accurately maintain necessary forms and records and submit in a timely manner, especially accident/incident report forms Be responsible for maintaining the cleanliness of the total work environment Complete time cards and/or employment records accurately and submit on time to supervisor This position may require regular evening and weekend work hours; individual must be able to work flexible hours Work with supervisor to develop a professional growth plan Attend in-service trainings and work to increase skills in field Be on the job at least 90% of the time Perform all other duties as assigned by Waypoint BENEFITS The benefits below are for full-time, 30+ hours/week, unless noted otherwise. 12 Paid Holidays (Regular part-time employees receive holiday pay - prorated) 10 Days PTO first year of employment $25K Life Insurance paid in full by Waypoint Certified Public Service Loan Forgiveness Employer $385/month towards Waypoint's medical insurance through Wellmark Short-Term Disability 40% Employee Childcare Discount at KidsPoint Dental and Vision Insurance FSA and HSA 401K and Match EAP Requirements QUALIFICATIONS High school diploma with at least one year exp rience in human service delivery or equivalent work/life/volunteer experience Understanding of the dynamics of homelessness, domestic violence, child abuse, sexual abuse/assault, substance abuse, and mental illness Demonstrate a sensitivity to working with families of diverse racial and cultural backgrounds and an understanding of poverty and oppression If a Waypoint/DHS Non-Law Enforcement Records Check is required, must receive a negative report If required to drive a Waypoint vehicle, must have valid drivers license and be insurable to meet the requirements of Waypoint insurance provider; if required to transport clients, must have valid chauffeurs license Be able to sit, stand, walk, stoop, kneel and lift up to 40 pounds Must be proficient with: MS Outlook, Word, Excel, and Google Docs Must be able to type at least 30 WPM
Created: 2024-09-23