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?

If you are selected to move forward in the hiring process, all communication will be sent to the email address listed in your Paycom portal. Please continue to monitor your inbox for updates and next steps.

Requirements

• 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
• 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
• Must train on all shared 211 clients (currently includes taking calls for 5 different 211 clients with the possibility of learning more)
• MUST obtain an Inform CRS Certification within 365 days of acceptance of position (all costs paid by DI) 

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.

• 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 Resource 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.

Shifts /Hours of operation for the client 

The client operates 24 hours a day, 7 days a week.

Agents must be available to work:

• Monday through Friday: Concentration on hours between 5:30 PM EST and 9:00 AM EST (overnight hours), with varied daytime special coverage/holiday hours.
• Saturday and Sunday: Any time (24 hours a day).

Agents are required to work a minimum of 20 hours per week, with the following requirements:

• All weekday hours must be worked between 5:30 PM EST and 9:00 AM EST (overnight hours), with occasional varied daytime special coverage and/or holiday coverage hours.
• At least 10 of the 20 weekly required hours must be worked on the weekends (Saturday and/or Sunday).

Pay

• 15.00 per hour 
• 15.50 per hour as a bilingual agent (English & Spanish) 
• This is an W2 employee position
• Biweekly pay via direct deposit

Training

Orientation Date: TBD  Time: TBD (1 hour session)

Training Dates: TBD  Time: TBD 

• Training via a virtual atmosphere (instructor led training)
• All mandatory events are paid events (orientation and training)

* Training is expected to begin within the next two weeks. Exact dates and times will be provided to candidates who are selected for an interview.

Technical Requirements

• Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU).
• Operating system – Windows 11 we no longer support Windows 10.
• Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode; Anything less will not work with the clients software.
• At least 25 Mbps Download Speed
• At least 3 Mbps Upload Speed
• = 200ms Latency
• = 50ms Jitter
• = 1% Packet Loss
• 4+ CPU Cores
• US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET.
• High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet.
• USB wired headset with noise-canceling microphone

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

*If you are selected, your offer is contingent upon successfully completing and passing a background check.

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

At this time, we are not hiring in California, Colorado, Connecticut, Illinois, New Jersey, New York, Rhode Island, or Washington.