What are the responsibilities and job description for the Helene Resource Center Representative position at Buncombe County Government?
Job Title: Helene Resource Center Representative
Department:
External Hiring Range: $18.38 - $21.46
Posted Internally and Externally
This position is posted until filled and could come down at any time. If you're interested, apply today! We expect to hold interviews for this position in early April.
This posting is for multiple positions to work in Buncombe County's Helene Resource Center, connecting our residents to necessary resources to assist in their recovery. We are seeking individuals who are ready and willing to engage with County residents from all walks of life to help move them forward on their recovery journey. This position will be located in-person at 94 Coxe Avenue in downtown Asheville with dedicated staff parking.
This position may be eligible for cost-of-living adjustments, longevity payments, and other annual salary increases. This position may be eligible for certain Buncombe County benefits depending on the number of hours worked within a 12- month period. This position is anticipated to work through June 30, 2026.
Purpose of the position:
This posting is for multiple positions to work in Buncombe County's Helene Resource Center, connecting our residents to necessary resources to assist in their recovery. We are seeking individuals who are ready and willing to engage with County residents from all walks of life to help move them forward on their recovery journey. This position will be located in-person at 94 Coxe Avenue in downtown Asheville with dedicated staff parking.
This position may be eligible for cost-of-living adjustments, longevity payments, and other annual salary increases. This position may be eligible for certain Buncombe County benefits depending on the number of hours worked within a 12- month period. This position is anticipated to work through June 30, 2026.
Purpose of the position:
The purpose of this position is to assist individuals affected by the hurricane in accessing vital disaster resources and support by providing timely information and guidance to those affected by the disaster.
Essential Functions of the position:
- Internal and external customer service includes answering phones and meeting with customers in person. Respond to inbound and outbound disaster-related calls, helping with housing, financial aid, disaster relief programs, and other available disaster recovery resources. Provide accurate details about available resources, programs, and services for hurricane survivors both over the phone and during face-to-face interactions.
- Assist residents in filling out online forms to report disaster damage.
- Solve problems and complaints quickly and efficiently. If the issue is complex, pass it on to a supervisor or specialist.
- Follow up with residents to make sure their issues are fully resolved.
- Establish and maintain detailed records of all calls, including the topics discussed and any follow-up needed.
- Attend weekly meetings to stay updated on recovery efforts and share feedback to improve processes and services.
- Perform other disaster recovery related duties as assigned
- Knowledge, Skills, Abilities:
- Knowledge of disaster recovery resources and programs.
- Strong organizational skills and time management.
- Strong listening skills and sensitivity to callers' needs.
- Clear and professional verbal communication skills.
- Ability to deal tactfully and courteously with the public.
- Positive attitude and passion for providing exceptional customer service.
- Working knowledge of the agency and/or program policies, procedures, services, and mission.
- Ability to demonstrate and apply this knowledge in performance of office support tasks.
- Ability to explain and interpret program information to clients/customers and staff.
- Working knowledge of data collection and storage to compile, assimilate, and organize printed and electronic information.
- Ability to convey information and ideas through a variety of media to individuals or groups, and to adjust language or terminology to meet the needs of the recipient(s).
- Ability to present ideas in written form; ability to adjust language or terminology to meet needs of the recipient(s); ability to use correct grammar, organization, and structure.
- Ability to utilize office equipment and other technology (software and systems) to meet work needs.
- Ability to facilitate the flow of work and coordinate office support activities with other staff; ability to maintain internal and external contacts for work coordination.
- Ability to understand issues, identify problems and opportunities to determine the appropriate course of action.
Minimum Education, Training and/or Experience (required at time of hire):
High School diploma or equivalent; and a minimum of three (3) years of office experience including customer service experience; or an equivalent combination of education and experience.
Additional Training and Experience:
Additional Training and Experience:
Bilingual in English/Spanish is preferred but not required.
In order to uphold internal pay parity and equity, salaries are non-negotiable for new and current Buncombe County employees. All new employees are paid according to their years of relevant education and experience above minimum requirements for the position and employees have the opportunity to obtain pay increases via cost of living increases and promotions.
Buncombe County Government realizes the importance of a diverse professional workforce and the need to foster a responsive and innovative organizational culture, one that fully engages all of our employees, honoring and building on each employee's unique experiences, opinions, and perspective.
It is the policy of Buncombe County to provide equal employment opportunities (EEO) to all persons regardless of race, color, religion, sex, national origin, political affiliation, physical or mental disability, age, veteran status, genetic information, sexual orientation, gender identity or any other legally protected class under federal or NC State law. In addition, Buncombe County expressly prohibits any form of workplace harassment or discrimination.
Applicants for employment are invited to participate in the affirmative action program by reporting their status as a protected veteran or other minority. In extending this invitation, we advise you that: (a) workers (applicants) are under no obligation to respond but may do so in the future if they choose; (b) responses will remain confidential within the human resource department; and (c) responses will be used only for the necessary information to include in our affirmative action program. We are a company that values diversity. We actively encourage women, minorities, veterans and disabled employees to apply. Refusal to provide this information will have no bearing on your application and will not subject you to any adverse treatment.
Salary : $18 - $21
