Community Resource Specialist

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

What’s Next?

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response.

• English and Spanish preferred, but not required
• Ability to conduct need assessments and make effective referrals by using telephone interviewing, active listening, problem solving and crisis intervention skills
• Ability to efficiently and accurately use a computerized information management system for documenting call information and conducting searches for service information
• Ability to assist callers who are presenting life-threatening crises
• Ability to remain poised under pressure during back-to-back calls
• Understanding of confidentiality standards and the ability to practice them
• Ability to effectively use the 2-1-1 Helpline telephone system
• Ability to assist callers who are presenting life-threatening crises or who are presenting disruptive mental confusion or emotional distress
• Effective interpersonal, oral and written communications skills
• Available for work shifts in a 24/7/365 work environment (periodically)
• Available for work on holidays as determined by program needs
• A strong commitment to punctuality in order to maintain proper telephone coverage and effective working relationships
• Ability to learn and use frequently changing computer and telephone technology
• Passion for providing outstanding service 
• MUST obtain an Inform CRS Certification within 90 days of acceptance of position (all costs paid by DI and training time)

Additional Requirements

• Must pass a criminal background check paid for by us (Direct Interactions)
• Legally able to work in the United States
• Must be a current resident living in the United States
• Must have at least a high school diploma or equivalent

Job Details (what you will be doing)

As a Community Resource Specialist, your main responsibility will be to assist individuals in need by answering calls on the 211 information and resource hotline. As a key member in this role, you will be responsible for answering incoming calls and effectively connecting callers to a wide range of health and human services using established procedures. This crucial role involves connecting callers with essential resources. You will be servicing all of our 211 client lines, offering compassionate and kind customer service while actively listening to their needs. Cultural sensitivity and excellent communication skills are essential qualities for this role. Additionally, you will be reaching out to individuals in crisis and in need of advocacy assistance, going beyond basic referrals to provide essential support. Your duties will also involve documenting call information to facilitate follow-up, community and program planning, human service data management, and performance evaluations. Follow-up calls will be made to ensure the quality of services provided, and to improve access to community resources for high-risk individuals identified by the Resource Center Coordinator. 

• Answer incoming calls and inquiries from the public using computer software
• Make outgoing follow up calls when applicable 
• Assess the needs of callers and provide appropriate resources
• Research information in databases to resolve customer issues
• Document interactions and maintain accurate records of calls and referrals
• Handle multiple responsibilities simultaneously
• Demonstrate listening skills, empathy, and compassion to callers in need

In order to excel in this position, you must possess exemplary customer service skills, including active listening and empathy. Your ability to understand the caller's situation and provide the necessary support is key to making a positive impact in their lives. If you are passionate about helping individuals in crisis and are dedicated to providing high-quality customer service, we invite you to apply for this rewarding position. Your role as a 211 Community Outreach Specialist will allow you to make a difference in the lives of those in need and contribute to the positive impact of the 211 hotline services.

Pay Rate

• $15.00 per hour
• $15.50 per hour - bilingual speaking fluent English and Spanish (verbal fluency test will be administered) 
• This is a W2 (employee) position
• We are paid biweekly via direct deposit
• All mandatory events are paid (tech set up, orientation, training & nesting)

Shifts

Hours of operation for the client 

Hours of Operation for the client are 24 hours a day 7-days per week, however, the agent must have availability to work hours between 5:30pm EST to 9:00am EST Monday-Friday and 24/7 on weekends 

• Must work at least 20 hours per week (nights and weekends) with at least 10 of those hours being worked over the weekend 
• You select your shifts in one hour increments 

*agent need to be available to work on holidays, even if the holiday falls on a weekday. The next working holiday is July 4th. 

Employee Benefits

• Accrued paid time Off (PTO)
• Sick time

 Orientation/Training Schedule 

• Orientation: TBD
• Training Date: TBD (training will be held within the next 2 weeks) 
• Training Time: TBD 
• Must be able to start immediately

Technical Requirements

• Laptop or desktop computer running Windows 10 or higher (no true Notebooks, Macs, Chromebooks, or Tablets)
• DSL or Cable internet (no wireless aka WiFi, satellite, cellular hotspot, or cellular internet)
• High-speed Internet via a hardwired ethernet connection
• US-based Internet Service Provider (ISP)
• Installed, operational firewall
• USB headset with a mic and mute button (no wireless headsets)

*If you are selected, your offer is contingent upon successfully completing and passing a background check and a technical assessment of your PC performed by our IT team.

Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows mini PCs/streaming laptops, true notebooks, Chromebook, and any Android systems are NOT compatible with any of our client’s software.

*There are NEVER any fees associated with applying or working for Direct Interactions.

THIS OPPORTUNITY IS NOT AVAILABLE IN CALIFORNIA, WASHINGTON, ILLINOIS, CONNECTICUT OR NEW YORK AT THIS TIME