Safe Connect Intake Coordinator (FT - Bilingual Spanish Required)

Position Title: Safe Connect Intake Coordinator (Full-time, Bilingual Spanish)

Reports To: Safe Connect Program Manager

Status: Full-Time, Non-exempt

Hours: Safe Connect operates 24/7/365. This position requires weekend and holiday shift coverage on all shifts. We are currently hiring for 1st, 2nd, and 3rd shifts.

Salary: $45,000 -$48,000

Summary

As the entry point for domestic violence services in Connecticut, the Safe Connect Intake Coordinator provides crisis intervention, information, and referral at the caller’s initial point of contact via telephone, chat, text messaging or email. This position works in partnership with our eighteen member organizations as the point of triage to assist victims with a seamless transition to services that can be easily accessed based on location.

Specific Responsibilities

The following descriptions include essential functions of the job and does not imply that these are the only duties to be performed. Employees will be required to follow other job-related duties as deemed necessary and requested by their supervisor or management.

• Triage incoming calls, chats, texts, and emails for service needs, assessing for immediate danger and safety risks.
• Provide callers with assistance in a trauma informed, strength based, and client defined manner by listening to callers’ priorities to determine appropriate referrals.
• Complete Safe Connect intake questions and data collection live via the Sales Force platform.
• Offer and complete a warm referral to one of Connecticut’s 18 Domestic Violence member organizations for ongoing support and service provision such as: emergency shelter, group & individual counseling, children’s services, and criminal court advocacy, etc.
• Assist with victim follow up for the domestic violence GPS Alert Notification system.
• Provide information and referral to community resources outside of the domestic violence network when needed.
• Work collaboratively with CCADV (Connecticut Coalition Against Domestic Violence) staff, member programs, and community partners.
• Participate in required agency meetings, trainings, and events.
• Understand and strive to meet or exceed call center metrics and quality and performance standards while providing excellent consistent customer service.
• Flexibility to cover other shifts when necessary.

Qualifications

• At minimum, an associate’s degree in a human services or related field, a combination of appropriate higher educational training and work or intern/volunteer experience may be considered (i.e., two years of work experience is equal to one year of college education)
• The ability to work with staff and survivors of diverse backgrounds, values, and life experiences.
• Strong interpersonal skills that allow for working independently and as a team member
• Verbal and written fluency in English and Spanish required. Bilingual individuals of other growing, culturally specific communities within Connecticut are encouraged to apply.
• Ability to maintain complete, accurate and timely service records in the Sales Force Platform
• Ability to effectively utilize phone systems and navigate omni-channel platforms to ensure seamless communication and customer interaction.
• Ability to multi-task, set priorities and manage time effectively.
• Participate, encourage, and promote a diverse, equitable and inclusive work environment that is positive and respectful.
• Successful completion and maintenance of domestic violence counselor certification, per CGS 52 146k
• High degree of comfort and knowledge operating computer-based technology and various information databases
• Must be able to remain in a stationary position approximately 70% of the time.
• Ongoing compliance with federal funding requirements including successful completion of background checks and drug screens.
• Reliable transportation and the ability to travel in all weather conditions to ensure prompt attendance and availability as required.
• This position is eligible for a remote workday after a 6-month probationary period; however, eligibility is contingent upon meeting all established performance metrics.

Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential functions of this position to the extent that CCADV may do so without undue hardship. The term “Qualified individual with a disability” means an individual who with or without reasonable accommodation can perform the essential functions of the position.

CCADV is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

For additional information & questions, or to submit cover letter & resume, contact CCADV at: employment@ctcadv.org or 860-282-7899

Job Type: Full-time

Pay: $45,000.00 - $48,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Night shift
• Weekends as needed
• Weekends only

Work Location: In person

Salary : $45,000 - $48,000