211 Phone Representative (Remote - MUST ALREADY LIVE in the Tampa Bay area, FL)

*** Must already live in the Tampa Bay, Florida, area to be eligible for this role ***

*** Training for this position will be in person at our Clearwater administrative office for three weeks ***

Position Summary:

To provide facilitative counseling, crisis intervention, and information and referral services on health and human services programs in response to requests from clients in need, providing them with appropriate resources and advocating on the consumer’s behalf.

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

Answer incoming calls to facilitate intake, assessment, and referral services to clients.

Provide facilitative counseling and crisis intervention services to clients.

Talk with Imminent Risk clients and de-escalate, screen, safety plan, and reduce lethal means during the conversation.

Provide referrals, deploy mobile crisis units, and engage law enforcement in active rescue, as needed. 

Provide advocacy for clients as needed through interacting and communicating with other agencies as necessary on behalf of the client.

Refer callers in need to a variety of services to include childcare resources, financial, healthcare resources, mental health counseling agencies, legal aid, housing, homeless shelters, disability related needs, veteran needs, etc.

Access, retrieve, and input information into the database platform for 211 TBC on the network.

Participate in quality review of Call Center Operations

Serve and participate in meetings, committees, community activities, and outreach events as required

Participate in proactive team efforts to achieve departmental and company goals

Follow all the organization’s policies, practices, and procedures

Qualification/Requirements:

Excellent verbal communication, customer service, and time management skills

Ability to read and interpret documents. Ability to write routine reports and correspondence.  Ability to respond to common inquiries or complaints from clients or members of the community.  Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization

Ability to add, subtract, multiply, and divide. Ability to problem solve and manage a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Strong data entry skills

Proficient in personal computer skills, including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc.

Ability to handle multiple tasks simultaneously

Education/Training/Experience

Associate’s Degree or equivalent from a two-year college or equivalent combination of education and experience required. Bachelor’s Degree from a four-year college or university preferred.  One year of related experience required.

AIRS I & R, CIRCS-A on Aging Certification preferred; must acquire certification within two years of employment

Health and human services and/or experience handling crisis phone calls/chat/text background preferred

One year or more of related crisis, mental health, or substance abuse experience is preferred 

Above-average computer skills preferred.

Physical Demands: 

Moderate physical activity, performing somewhat strenuous daily activities of a primarily administrative nature.  Includes sitting and/or standing for extended periods of time with the ability to lift up to 10 lbs.

Manual dexterity sufficient to reach/handle items, work with the fingers, and perceive attributes of objects and materials. 

Other: 

Level II Background Screen

Valid State of Florida Driver’s License

The above description is intended to describe the general content, identify the essential functions and the requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.