Social Services Call Center Specialist, Russian Speaking

Principal Responsibilities:

• Principal responder to high volume phone calls and voicemails on Met Council Helpline within 24 business hours of initial outreach of caller, Monday through Friday.
• Provide current and accurate information and referrals through professional transfers of calls to external agencies to address crisis needs of callers.
• Professionally and accurately explain Met Council services and programs available, as well as eligibility criteria for enrollment in services, and facilitate referrals to internal program staff.
• Complete initial comprehensive phone assessment for caller eligibility of services and programs provided throughout Met Council.
• Enter caller information into electronic tracking database to ensure each call is accurately recorded and documented for agency purposes.
• Assist in preparing statistical reports on department activities and periodic reports on government contracts and private grants.
• Participate in regularly scheduled supervision, team meetings, and general crisis staff meetings.
• Recognize and adhere to professional roles.
• Perform general clerical and administrative duties for department including filing, copying, etc.
• Additional responsibilities as required.

Competencies:

• Excellent computer literacy and word processing skills, including experience with Microsoft Word and Excel.
• Capable of working effectively in a pressured environment serving individuals under stress while still providing an empathic response.
• Experience and knowledge in utilizing comprehensive assessments to assess the needs of callers.
• Requires on-going knowledge of local and national resources, including but not limited to Social Security, Medicare, Medicaid, other HRA benefits, additional state/county programs and resources, and the ability to link callers to appropriate organizations for needs.
• Strong interpersonal skills to both assess and build relationships with individuals as well as manage and control one's own reactions to complex and challenging conversations on the phone.
• Attention to detail.
• Client ethics and integrity focused approach to interventions.
• Ability to adapt to changes and flexibility in schedule.
• Ability to work independently as well as in a team.
• Strong organizational skills and the capability to multi-task.
• Excellent telephone skills.

Skill and Education:

• Human Services Associate's degree with social service experience (required), BSW degree (preferred).
• 2 years of clerical/administrative work experience (preferred).
• Prior work experience in a non-profit environment (preferred).
• Bi-lingual Russian-English (required).

Reasoning Ability:

• Ability to function effectively within a crisis environment and make appropriate and safe decisions.

Work Environment:

• Must be able to work in a busy environment with a sensitive population.
• Demonstrate cultural sensitivity especially to insular, immigrant and minority groups.

Special Requirements: This position is based at the central office; some field work with our local Jewish Community Councils may be required.

Compensation: $42,000 - $45,000 per year.

Benefits: Major medical, dental, vision, and life insurance; pre-tax commuter benefits; FSA; 403(b) with employer contribution; plus generous vacation, sick leave, and holidays.