Inbound Call Center/Client Representative
Waypoint Services, Cedar Rapids, IA, United States
POSITION SUMMARY
Waypoint's Critical Services department is currently seeking a member to join our Coordinated Entry Call Center team to provide information and referrals to clients. This is a social work profession and no sales are involved. Working in the office is required, it is not a remote position. It's full-time at 40 hours/week. The shift will be 9am - 5pm, Monday through Friday. The pay is $18/hour.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Field and respond to phone calls and in-person clients
Collect and input data from calls for rental assistance, domestic violence support, and emergency shelter
Provide information, make referrals, take messages, and provide a triage screening to callers for admission to housing and rental programs
Remain informed on statewide 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
12 Paid Holidays, includes your birthday (Regular part-time employees receive holiday pay - prorated)
2 weeks PTO first year of employment
Self-Care & Family Time, additional paid time off that is equivalent to 1 week/year
$25K Life Insurance paid in full by Waypoint
Medical insurance through Wellmark; Waypoint pays $405/month towards this insurance
Dental & Vision Insurance
FSA & HSA
Short-Term Disability
401K & Match
Employee Childcare Discount at KidsPoint
Employee Assistance Program - counseling, financial and legal services
Certified Public Service Loan Forgiveness Employer
Requirements QUALIFICATIONS
High school diploma with at least one year experience in human service delivery which includes medical, public health and human services; or equivalent work/life/volunteer experience
Must be proficient with: MS Outlook, Word, Excel, and Google Docs
Type at least 30 WPM
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
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PRINCIPAL DUTIES AND RESPONSIBILITIES
Field and respond to phone calls and in-person clients
Collect and input data from calls for rental assistance, domestic violence support, and emergency shelter
Provide information, make referrals, take messages, and provide a triage screening to callers for admission to housing and rental programs
Remain informed on statewide 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
12 Paid Holidays, includes your birthday (Regular part-time employees receive holiday pay - prorated)
2 weeks PTO first year of employment
Self-Care & Family Time, additional paid time off that is equivalent to 1 week/year
$25K Life Insurance paid in full by Waypoint
Medical insurance through Wellmark; Waypoint pays $405/month towards this insurance
Dental & Vision Insurance
FSA & HSA
Short-Term Disability
401K & Match
Employee Childcare Discount at KidsPoint
Employee Assistance Program - counseling, financial and legal services
Certified Public Service Loan Forgiveness Employer
Requirements QUALIFICATIONS
High school diploma with at least one year experience in human service delivery which includes medical, public health and human services; or equivalent work/life/volunteer experience
Must be proficient with: MS Outlook, Word, Excel, and Google Docs
Type at least 30 WPM
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
#J-18808-Ljbffr