OMNI Human Resource Management

  • Intake Specialist

    Job ID
    2019-2529
    Client
    United Way of Greater Kansas City
    Job Location(s)
    US-MO-Kansas City
  • Overview

    UWGKC-logo

    United Way of Greater Kansas City serves as a non-profit, focused on bettering the communities of Kansas City through transformative change by providing or allocating social services focused on health, education and financial stability. Uniting donors, volunteers, businesses, nonprofits and community leaders to help change the lives of those in need, we are making Kansas City and the surrounding area better…100 years and counting. Join us. 

     

    UWGKC is seeking an Intake Specialist for the 2-1-1 Aging Services queue –supporting client/callers in need of immediate personal or relational assistance.  

     

    United Way 2-1-1 provides free, confidential, non-judgmental 24/7 service to guide community members in finding help and giving help. An intake specialist is responsible for responding to and documenting local Aging Services inquiries and service/needs requests such as transportation, home delivered meals, and care management; as well as providing excellent customer service, caller problem assessment, information, referral and follow-up when appropriate. When necessary, they will remove barriers and advocate for callers by contacting resources to facilitate service delivery.

    Responsibilities

    Reporting to the Contact Center Manager, this  position will be responsible to effectively and comprehensively address and direct callers to the appropriate service(s) needed to resolve an aging need or crisis. This role will work the hours of 8am-4pm, Monday-Friday.

     

    • Provides problem assessment, information and/or referral(s) and follow-up appropriate to the caller’s/client’s Aging Service needs.
    • Provides caller/client advocacy when they are unable to follow through on the referral(s) through facilitating necessary services’ delivery.
    • Provides consistent, knowledgeable and personable customer service – following the core principals of CARE: Caring, Accurate and Resourceful, Every call.
    • Utilizes recognized professional and agency standards in carrying out the primary goal of resolution for the client’s problems or requests.
    • Maintains accurate and thorough documentation, including – caller/client demographics, services requested, information provided, referral(s) made and follow-up data, entering into ServicePoint or related database systems.
    • Completes client data entry and intake information into the statewide AgingIS system.
    • Assists in ongoing maintenance of resource database information, notifying the Resource Specialist of any errors or updates.  
    • Participates in new hire and ongoing training as well as monthly coaching to enhance communication skills and improved effectiveness.
    • Applies for Alliance of Information and Referral Systems (AIRS) certification after one year of employment and experience.
    • Assists with United Way market research by conducting telephone surveys as needed.
    • Required to report to the call center or other designated location(s) during times of emergencies and disaster.

    Qualifications

    • Relevant degree in behavioral sciences or related field preferred, or a combination of directly related college courses or employment experience.
    • Minimum of one-year information and referral, called center or related experience and knowledge of health and human services preferred
    • Excellent verbal communication skills with a commitment to customer service
    • Ability to work with diverse populations; experience working with older adults preferred
    • Ability to perform multiple tasks and work well within a team setting
    • Intermediate or higher computer skills required
    • Bilingual Spanish is preferred but not required

     

    OMNI and our clients are Equal Opportunity Employers and seek diversity in candidates for employment. EEO Employer W/M/Vet/Disabled/Sexual Orientation/Gender Identity.

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