Will only consider applicants already living in the Tampa Bay area of Florida.

The shift is from 9:00 am - 5:30 pm.

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

• Supervise the day-to-day operations of the AEFAP and Homeless Helpline staff ensuring coverage during operating hours and all other Contact Center Staff as needed ensuring 24/7 coverage.
• Manage the Contact Center floor in real time by reviewing ACD metrics, managing agent performance, and analyzing trends to improve floor and agent efficiency.
• Provide coaching, monitoring, and mentoring to all AEFAP and Homeless Helpline agents monthly, quarterly, annually, and as operational or behavioral issues arise.
• Ensure you and the AEFAP and Homeless Helpline staff provide the utmost level of customer service to AEFAP clients, especially those vulnerable clients, especially those vulnerable clients at risk of suicide, domestic violence, reportable abuse situations, sexual assault victims, physical or mental health disparities, experiencing homelessness, etc.
• Provide direction and help problem-solve operational concerns and questions demonstrating advanced knowledge of telephone and computer systems used within 2-1-1.
• Serve as the escalated point of contact to troubleshoot complaints, resolve problems and clarify issues concerning clients and services conducting follow-up and needed advocacy.
• Monitor calls weekly, providing feedback to staff and volunteers by policies and procedures.
• Monitor calls weekly, providing feedback to staff and volunteers by policies and procedures.
• Work with the exceptions committee as needed to review submitted requests from AEFAP staff and Lift partners.
• Provide training as needed to County staff and AEFAP Lift partners.
• Ensure your 2-1-1 Contract Center staff's quarterly and annual evaluations are completed on time.
• Perform ACD and special program monitoring, management, analysis, review, and reporting.
• Create, implement and deliver training sessions as needed.
• Communicate with partner agencies/programs to support service requests.
• Coordinate care plans with homeless individuals and families.
• Provide follow-up and monitor connections to service delivery.
• Advocate for homeless individuals and families to access federally funded and private organizations to meet basic and related service needs.
• Compose or prepare correspondence, case notes, narratives, technical reports, notifications, and related documents using computer-based applications.
• Coordinate reporting for the project monthly, quarterly, bi-annually, and annually as required or directed by management.
• Represent 2-1-1 at in-person homeless-related meetings or training.
• Model the attributes of respect, trust, sensitivity, and confidentiality to callers, volunteers, and co-workers.
• Model relationships building based on tenets of peer support callers, volunteers, co-workers, and community stakeholders.
• Collaborate with management in all aspects of Contact Center operations, including developing policies, procedures, and practices relevant to department operations.
• Identify gasps in Contact Center services and develop new measures for decreasing service gaps.
• As required, serve and participate in meetings, committees, community activities, and outreach events.
• Ensure that Alliance of Information and Referral Systems (AIRS) Standards are followed.
  
• Participate in and develop proactive teams that achieve departmental and company goals.
• Actively participate in ongoing supervision, training, and team meetings.
• As required, serve and participate in national, state, and local meetings, committees, community activities, and outreach events.
• Follow all organization’s policies, practices, and procedures.

Supervisory Responsibilities

• Directly supervises the AEFAP and Homeless Helpline staff ensuring coverage during operating hours and all other Contact Center staff as needed ensuring 24/7 coverage. Performs supervisory responsibilities by the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work; appraising the performance of employees; addressing complaints and resolving problems.
• Schedule and coordinate Contact Center staff, assigning tasks, and shifts and serving as the initial point of contact for staffing changes.

Qualification/Requirements:

• Excellent verbal communication, customer service, and time management skills
• Ability to read, analyze and interpret documents. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients or community members. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization
• Ability to add, subtract, multiply and divide. Ability to problem-solve and manage a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Strong data entry skills
• Proficient personal computer skills, including e-mail, recordkeeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Ability to handle multiple tasks simultaneously
• Ability to work in a fast-paced environment

Education/Training/Experience

• Bachelor’s Degree (B.A.) from a four-year college or university; or one to two years related experience and/or training or equivalent combination of education and experience; a degree in health and/or human services is preferred.
• Six months to one year of related experience and/or training; or equivalent combination of education and experience.
• AIRS CIRS National Certification preferred
• Knowledge of Health and human services background required
• Knowledge of homeless service agencies/programs required
• Experience with federal, state, and local government benefit programs preferred
• Call Center experience preferred
• Bilingual skills (English/Spanish) preferred

Physical Demands:

Moderate physical activity performing somewhat strenuous daily activities of a primarily administrative nature. Includes sitting and/or standing for extended periods with the ability to lift up to 10 lbs.

Manual dexterity is sufficient to reach/handle items, work with the fingers, and perceive attributes of objects and materials.

Other:

• Level II Background Screen
• Valid State of Florida Driver’s License