Referral Line Support Specialist

Monday - Friday 8:00 AM to 5:00 PM

Position Overview 

Provides support to the referral hotline for youth and families who are looking for services at YCC. Answers phones to complete screenings, determine eligibility, and link youth and families to appropriate internal program. Will provide external referrals to those who are not eligible for CINS-FINS services. Additionally, this role will complete follow up phone calls at 30, 60, and 90 days for all CINS/FINS programs and complete necessary screenings for follow up services as needed. Will ensure data entry for various systems including but not limited to HMIS, SAMIS, and NETMIS.

Knowledge, Skills, and Abilities 

The most important knowledge, skills, and abilities are listed for Referral Line Support Specialist.

Knowledge: 

• Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation.
• Knowledge of CINS/FINS programs
• Knowledge of outside agencies to link families to services
• Knowledge of social service ethics.

Skills: 

• Utilizing phone systems and remaining calm taking calls from those in crisis
• Working closely with agency staff and directors to ensure service delivery
• Skillfully provide full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. 
• Be aware of others' reactions and understanding why they react as they do. 
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. 
• Actively look for ways to help youth and families who are physically and emotionally challenging 

Abilities: 

• The ability to remain calm and professional during stressful and challenging situations. 
• The ability to speak clearly so others can understand you and articulate recommended services which may include accepting and denying youth to programs
• The ability to be flexible, adaptable, creative, dedicated and passionate about families served.

Position Duties and Responsibilities 

Occupation specific tasks and the most important generalized work activities are listed for Referral Line Support Specialist. 

• Answer referral hotline phone and complete Netmis screenings for eligibility.
• Make appropriate referrals to internal and external programs as needed.
• Enter all data entry input and submit all data entry within the designated time frames into Netmis. 
• Complete 30, 60, 90 day follow up calls for all CINS/FINS programs and complete appropriate data entry
• Responsible for completion of training objectives within established timeframes
• Demonstrated organizational and time management skills through timely responses to emails, deadlines and requests, attention to detail in meeting task requirements. 
• Demonstrates critical thinking skills through display of flexibility, creativeness and ingenuity in meeting expectations and facing client and task oriented challenges. 
• A positive and professional workplace manner demonstrated through excellent customer service with clients, all workplace colleagues and community. 
• Additional administrative duties and support to include making copies, making files, data entry, phone calls, etc
• Data entry into various online systems.
• All other duties assigned.

Education and Experience

Preferred Bachelor’s degree in social work, sociology, psychology, or human services-related field from an accredited college or university recognized by Florida Department of Education; one (1) year of related experience.  A valid Florida Driver’s License and safe driving record is required.  

Mathematical Skills and Reasoning Ability

Basic and/or advanced computational skills may be necessary.

Physical Demands 

This is a sedentary position, and the incumbent will be required to sit approximately 70 per cent of the time.  Little to moderate lifting of less than 25 lbs. may be required.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions.

The noise level in the work environment is usually moderate.