Main Areas of Responsibility:
•Provide callers with Information and Referrals to health and human services, government agencies and community-based organizations in a manner that is appropriate to 211 program policies and industry wide standards.
•Employs active listening and de-escalation skills to provide callers with non-judgmental, compassionate emotional support.
Additional Areas of Responsibility:
•Gathers extensive knowledge of the social services system, through online research, networking meetings, attending events, and other means, to inform resource database and provide callers with accurate, reliable referrals.
•Assist 211 Manager in maintaining and updating the resource database to facilitate the indexing and retrieval of community resource information during calls.