Information and Referral Specialist @ Morneau Shepell
Build a meaningful career
At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of our 4,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 20,000 workplaces.
2-1-1 Resource Specialist Morneau Shepell Permanent Full time Minneapolis, MN
Job Responsibilities: • Conducting a professional telephonic assessment by asking pertinent questions to elicit information necessary to make an accurate referral; ability to make decisions and interpret policy while working with an inquirer. • Presenting the inquirer with various approaches to address the problem that give them a range of options. • Having a working understanding of the AIRS Taxonomy of Human Services. • Understanding and practicing 211 policies and procedures; keeping abreast of policy and procedural changes. • Attending all staff meetings and other in-house training; applying new information to job. • Demonstrating a comprehensive understanding of the human services delivery system including community resources, organizations and services. • Must be able to effectively use 211 database, internet, and other applications to find and make appropriate referrals. • Assessing and meeting the immediate, short-term needs of inquirers who are experiencing a crisis situation including domestic abuse, mental health crisis or suicide. • Documenting activity using defined 211 documentation standards. • Demonstrating strong customer focus with all users of the service; ability to work with diverse populations. • Conducting follow up and quality assurance contacts on all cases where permission to do so has been documented. • Participating in and representing 211 in outreach to community groups, local businesses and social service providers to enhance knowledge, understanding and use of 211. • Using social media outlets such as Facebook, Twitter, blogs, texting, etc. to promote 2-1-1 services. • Based on business needs, may be asked to take on special projects as requested. • Will be required to work other than scheduled hours during a local or national disaster. Qualifications: • Bachelor’s degree in human services, or related field preferred. • Knowledge of the social work field preferred. • Ability and interest to learn information as it relates to changing community needs. • Excellent communication skills including ability to respond to inquirers with patience, objectivity and a nonjudgmental attitude. • Excellent customer service skills; ability to work with internal and external customers in a friendly, cooperative, and professional manner. • Consistently meet the day-to-day demands of the job; meet call center metrics. • Ability to work well under pressure and/or against opposition; ability to handle conflict in a professional manner. • Learn and apply new job-related information in a timely manner. • Ability to adapt to changing conditions including shift changes, metrics, and during disasters. • Work effectively with others both inside and outside the line of formal authority. • Must be comfortable making decisions and interpreting policy in the absence of a manager or while in the field. • Reliable transportation required, or reliable access to transportation required, especially in the event of a local or national disaster. • Excellent PC skills, including proficiency in Outlook, Word and Excel. • Excellent English language skills including spelling, grammar and punctuation. • Ability to multi-task and work in a fast paced, high change environment. • Resilient attitude including handling disappointment and/or rejection while still working well. • All positions require fluency in English. Fluency in Spanish, Hmong, Russian or Somali a plus. • Required to become AIRS certified when eligible. Decision making: Will make many decisions on a daily basis regarding how to best serve callers and address their needs.
Financial responsibility: No direct budgetary responsibility. Performance of job responsibilities has direct impact on levels of customer satisfaction and retention, and success of sales initiatives.
Contacts: Must interface successfully with other functional areas within Minneapolis Service Delivery as well as direct contact with the community.
Knowledge, skills and abilities: • Must be comfortable with various forms of communication including telephonic, in-person, IM, text and social media, with excellent verbal communication skills. • Must be comfortable and accurate with utilizing PC applications, with excellent keyboard skills. • Must be able to respond to a variety of customer needs and demands in a professional and composed manner. • Must have ability to multi-task in high volume call environment.
Job Grade: MS2
Fulfilling work that matters
Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours.
We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.
We appreciate the interest of every applicant; however, we contact only those selected for an interview.
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