Job Title: 2-1-1 Virginia Information and Referral Specialist
Organization: CrisisLink
Location: Arlington, Virginia
Salary: 34,000-38,000 based on experience and qualifications
FT Regular

Job Description:

2-1-1 Information and Referral (I&R) Specialist
(Full-time, Non-exempt Position) 
2-1-1 is an easy-to-remember and universally recognized telephone number
that helps connect people to the community organizations, government
agencies, and other resources that they need. 
2-1-1 helps people navigate the complex and ever-growing human services
arena by making services easier to find and access. By ensuring that people
can locate needed services, 2-1-1 encourages prevention and fosters
self-sufficiency. 
Purpose: I&R Specialists are responsible for providing high-quality,
comprehensive I&R services to callers who contact the Northern Virginia
Regional 2-1-1 Center. I&R Specialists report directly to the 2-1-1 Call
Center Director.
 
Responsibilities include:
Successfully completing CrisisLink's I&R and Active Listening Training.
Answering incoming 2-1-1 calls on shifts scheduled between 8 a.m. and 9
p.m. Monday - Friday.
Providing callers with the information they need using a database of
programs and services and their own knowledge of the human services
available in Northern Virginia.
Acquiring and maintaining a high level of familiarity with I&R database
and community resources.
Researching requests for information.
Using active listening skills to develop rapport and, as needed,
de-escalate callers.
Assessing callers' needs, facilitating problem-solving with callers, and
making accurate referrals to appropriate community agencies, programs, and
services.
Serving as advocate for callers when appropriate.
Following up with callers where appropriate to determine if they received
the services they needed and whether they were satisfied with those
services.
Researching and collecting information and data regarding community
services.
Becoming AIRS CIRS-certified upon meeting eligibility requirements.
(Training will be provided.)
Assisting with other duties and projects as assigned by the supervisor.
 
Knowledge and Skills Required:
Knowledge of human services programs and environment in Northern Virginia.
Excellent communication skills, including ability to relate effectively
with people from all economic, racial, age, ethnic, and social groups.
Strong customer service orientation and desire to provide appropriate
assistance to any person in need.
Ability to work well in a team; good interpersonal skills and a positive
attitude.
Ability to follow protocols and procedures.
Ability to adapt to a changing caller load while maintaining standards of
high quality.
Ability to speak clearly and be easily understood over the telephone.
Ability to use computer and database to complete job functions.
Ability to completely and accurately document information on all calls and
projects.
Ability to work a flexible schedule during the work week.
Ability to be on-call and work during times of disaster.
Strong time management and stress management skills. 
Qualifications:
Bilingual English/Spanish.
Bachelor's degree in social work or related field plus one year experience
working in a human services position OR Associates degree in related field
plus three years experience in human services.
Customer service and computer experience. 

CrisisLink is a drug free workplace. 
Non-Discrimination Policy:
CrisisLink is committed to a policy of equal employment opportunity and does
not discriminate in the terms, conditions, or privileges of employment on
account of race, color, religion, national origin, sex (including pregnancy,
childbirth or related medical conditions), age, physical or mental
disability, marital status, or on any other basis that is prohibited by
applicable law.

How to Apply:
Application Procedures:
Send your resume and cover letter to 211applicant@crisislink.org
Preference will be given to full-time candidates. However, we will also
consider those seeking part-time employment. If you have an interest only in
a part-time position, please indicate this interest in your cover letter.
 
Organization Web Site: www.crisislink.org

Email replies to: 211applicant@crisislink.org