Social Service Representative

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Social Service Representative

@ Calls Plus

SSR Duties:

• Case intake for Child and Adult Protective Services, Safety Hotline counseling and report intake.
• Resolves all issues or requests thoroughly through appropriate referral information or transfer to appropriate staff.
• Observes case management protocols at all times.
• Gives accurate and appropriate (non-medical advice) information to all callers according to client protocols.
• Documents all caller information clearly using precise language in e-tickets.
• Interacts with internal customers (client staff, etc.) in a positive and service-oriented manner
• Exercises call control and keyboard efficiencies in documentation process.
• Observes client confidentiality and workstation security measures at all times.
• Demonstrates life skills and good common sense in making judgment calls.
• Uses probing questions and creative silence to get to the root of the caller’s anxieties.
• Uses good judgment in dealing with referral sources, documenting case information & has outstanding listening skills.

Training:

• Trained on premise based and Hosted IVR/ACD systems.
• Trained on how to pull and review your own calls for accuracy, tone of voice, adherence to customer service skillsets.
• Participates in in-service ongoing training sessions, staff meetings, stress relief classes.
• Takes part in routine skills testing, motivational tool testing, information & referral training.
• Participates regularly in Spanish/English language training classes
• Interacts with internal management in a positive and service-oriented manner.
• Observes client sensitivity and confidentiality at all times.
• Extensive training on disability issues, HIPAA regulations and diversity.
• Ongoing routine customer service training, training in critical thinking, problem solving skills & making of judgment calls
• Participates in quarterly peer review.

Other duties:

• Continuously seeks out ways to improve client services and program quality.
• Participates in self-audit activities, as needed, to include telephone customer surveys to evaluate client satisfaction.
• Maximizes use of idle time to study client demographics, geography, cultural and language issues (slang terms)
• Helps develop subject matter quizzes for other SSRs/CSRs.

Position details:

• Employee will work under the direct supervision of a licensed social worker, and is expected to work as an integral member of the call center team.
• Employee will be trained in all aspects of ACD/IVR program function.
• Employee is expected to be familiar with Information & Referral Services, and will be trained on all CALLS PLUS client database requirements, HIPAA policy and procedure manual, CALLS PLUS security requirements and any other procedural or training manuals related to the functions of the call center.
• The employee is expected to be well-integrated with all CALLS PLUS business functions and will receive support from training and accounting team leads and marketing staff, as needed, and is expected to work as an integral member of the call center team.
• An SSR has enormous discretion when it comes to dealing the calling public.
• He/she is trained to triage calls, to understand what he/she is actually hearing, such as underlying caller trauma, assist callers by simply listening, counseling, expressing empathy, calling for help as needed, and taking whatever actions are needed to resolve the caller’s issue.
• Backup mental health counselors are on call at night, and SSRs are encouraged to take advantage of our nurse triage line and other tools to overcome on-the- job stress across the board in all accounts.
• A supervisor is on duty 24x7 for call escalation.
• The SSR receives constant supervision, monitoring and feedback, weekly performance review by Quality Assurance auditors.
• All calls are digitally recorded and regularly made available to trainers for coaching sessions. Each SSR receives a minimum of one hour of ongoing training every week.
  

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Qualifications:

Work Experience:

Educational Requirements:

• Minimum Bachelor's degree or higher in counseling, psychology, human services, social work, behavior analysis, criminal justice, or related area
• At least three years' experience as a direct-service provider, during which time urgent, response-driven services were included
• Two years' experience as a manager or lead provider of such services, with responsibility for providing staff supervision, service reporting and analysis, and program management.  
• Bi-lingual (English/Spanish) preferred.
• SSR must be willing and able to periodically cover any service work hours over a 24-hour period in order to provide management and supervision as appropriate.

Experience Requirements:

• Minimum two years of work experience in the social services or counseling field, experience with data entry management and case management software is required, preferably in a call center environment or where counseling is offered by telephone.

Computer Proficiency:

• Must be able to listen, talk and type (minimum of 55 wpm) at the same time.
• Must be able to talk and type simultaneously, multitask.
• This job requires close listening and call control while giving advice and documenting each step of the conversation.
• Must have experience in database entry, software usage, especially case management forms.

Special Skills and/or Abilities:

• Bilingual English/Spanish a plus.
• Knowledge of psychological terminology, clinical and case intake record keeping, ability to deal courteously with medical providers, access on-call rosters for client social workers, physicians and hospitals, and sensitivity to the needs of patients and families.

Physical Requirements: (if any)

• Position requires sitting at a desk with a computer monitor for several hours at a time.
• Employee must be in good health and physical condition sufficient to permit the full performance of the duties of this position.
• Employee must have no emotional fragility or any other medical condition which will prevent the exercising of good judgment in crisis or abuse reporting calls.

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How to Apply:

Apply online at https://opportunities.ledfaststart.com/CALLSPLUS 

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