211 Program Specialist I - Solari
Tempe, AZ
About the Job
The Job/What You'll Do:
The 211 Program Specialist responds to calls from the community to identify needs and provide the appropriate follow-up, and connections to resources. The 211 Program Specialist ensures the successful connection to resources promptly through the provision of Virtual Case Management and is responsible for documenting identified needs, referrals, and outcomes.
Schedules vary
Responsibilities:
- Provide phone-based high-quality confidential information, referral, and advocacy for health and social services. This involves identifying the callers' needs, developing a plan, connecting them to appropriate community resources, and following up with callers and community partners to ensure successful outcomes.
- Document unmet needs to assist in the identification of gaps in services that can be addressed through 2-1-1 data reporting.
- Accurately document all customer interactions using web-based computer software systems.
- Always utilize recognized professional & agency standards. Maintain professionalism and confidentiality in working with sensitive client information.
- Demonstrates an understanding of social services and community resources in Arizona.
- Perform other duties as assigned
Knowledge, Skills, Abilities:
- Strong organizational and effective communication and interpersonal skills.
- Excellent customer service skills.
- Effective listening skills
- Strong knowledge of resources and systems with an emphasis on mental health, employment, education, occupational training, housing, counseling, healthcare, justice/legal support, etc.
- Bilingual Spanish is preferred.
- Technology skills: Microsoft Office Suite, social media navigation, and Electronic Health Records (EHR).
- Ability to act professionally and maintain appropriate boundaries with clients and staff.
- Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
- Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
- Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional, and leadership growth.
Education & Experience:
- 0-2 years of experience in the field; health and human services, public health, or healthcare
- Call Center experience is highly desirable.
- Experience in health and human services, public health, or healthcare preferred.
- GED/High School Diploma
Wireless (Wi-Fi) connection is not permitted for this position; you must be connected to your home internet modem/router with ethernet cabling (Cat5e or better - this can be provided to staff as needed).
Working Conditions:
While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak. Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency. https://speed.cloudflare.com/
Who We Are & What We Offer:
Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Colorado. Our mission is to Inspire Hope through our talented and compassionate staff.
Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.
- Friendly work environment
- Generous paid time off (PTO)
- Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
- Competitive compensation
- Convenient office locations and Hybrid Schedule
- On-site fitness room free to all employees (Tempe Office)
- Basic Life Insurance
- Voluntary Life, Spouse, Child Insurance
- Critical Illness w/free dependents
- Critical Illness Spouse
- Short Term & Long Term Disability- Starts first of the month after 90 days of employment
- 401K & 401K Roth - Starts first of the month after 90 days of employment
- United Pet Care
- LifeLock for identity theft
- LYRA EAP Program- 25 free sessions for mental health per family member
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.
We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.
