Community Connector

Main Office/Hybrid/Remote at agency discretion

You must reside in New York State.

15 hours/week, as scheduled

Non-exempt hourly- $20.50 with shift differentials

• + $5/hour for all weekend hours
• + $2/hour for other 11pm-7am hours
• Hourly rate- $ 20.50

The 211 Community Connector handles incoming 211 calls from individuals seeking assistance with a variety of social services and community resources. This role is vital in providing accurate information, support, and referrals to callers in need. The 211 Community Connector is part of a dedicated team that aims to connect people with essential services, ensuring they receive the help they require in a compassionate and efficient manner.

A successful 211 Community Connector knows the importance of empathy, advocacy, and cultural competency to help callers access the services needed to build and sustain healthy lives.

• Answer and place calls on assigned lines with compassion and in accordance with the organization's training and scope
• Assess callers' needs, navigate web-based databases, and provide appropriate information and referrals to basic needs, social services, and other community programs
• Maintain up-to-date knowledge of available resources and services within the community
• Complete assessments and determine eligibility for emergency shelter placements, in accordance with agency and Department of Social Services protocol
• Provide crisis intervention support as needed, using established protocols to de-escalate and make appropriate connections to community safety net programs
• Provide critical service status information as part of community disaster response
• Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
• Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
• Meet call center performance metrics, as defined by agency and accrediting bodies
• Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
• Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols

• Perform additional responsibilities as they develop and are assigned
• High school diploma required;
  Associates in Human Services or related field, strongly preferred.

• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately
• Strong problem-solving abilities and critical thinking skills to assess needs and provide appropriate referrals
• Ability to work under pressure and handle high call volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies
• Work closely with team members and supervisors to ensure seamless operations

• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Strong attendance and punctuality- able to consistently show up…