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Initial Response Attendant, Administration

Disability Rights Wisconsin
Madison, WI
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
Location:  Anywhere in Wisconsin. If the employee lives close to DRW’s Milwaukee, Madison, or Rice Lake office, they will have the option to work fully in-office or under a hybrid work arrangement. If the employee does not live close to one of these offices, they will work fully remotely. Must be a Wisconsin resident.
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Application Instructions: Submit resume AND cover letter, detailing your qualifications and experience as they relate to the minimum and preferred qualifications. Alternate formats of this Position Announcement are available upon request. Materials may be submitted in alternate formats if necessary.

For priority consideration apply online at http://www.disabilityrightswi.org/careers

Application deadline: February 8, 2022. Position will remain open until filled

What is DRW? 
Disability Rights Wisconsin is the state’s Protection and Advocacy system, charged with protecting the rights of individuals with disabilities and keeping them free from abuse and neglect. Employing a variety of means, our advocates and attorneys use individual casework and systems advocacy to achieve positive changes in the lives of people with disabilities and their families.  We are seeking employees who value this work. In turn we treat our employees well, offering a supportive environment, talented colleagues, excellent benefits and generous leave.

DRW arose out of a disability civil rights movement demanding that the abuse of people with disabilities end and that people with disabilities be included in life, school, workplaces, and communities. Our core values include Diversity, Dignity, Independence, Accessibility, Inclusion, Human Rights, and Liberation.

One of our core values is Diversity. A diversity-based approach to disability rights recognizes the intersectional nature of oppression experienced by people with disabilities from underprivileged and underserved communities. We strive to create a welcoming and inclusive environment at DRW. We work to specifically address disability-related injustices at the intersections of disability and race, disability and gender, disability and gender-based violence, and more.

Job Summary
Initial Response (IR) Attendant will respond to incoming calls as a liaison between Disability Rights Wisconsin and its current and potential clients. The IR Attendant is responsible for connecting current clients with DRW staff, providing technical assistance in response to questions and inquiries, and entering the call into our data system to begin intake services.
NOTE: Advertised as a Full time (40 hours/week) position but will consider part time if candidate meets qualifications.

Key Responsibilities
  • Manage a large volume of incoming calls in a timely manner
  • Respond to all means of communication in a professional, respectful, and compassionate manner, understanding that some stressed callers can present with high emotion
  • Identify callers’ needs and move calls forward to appropriate staff or the intake process
  • Follow communication scripts when handling different topics
  • Provide solutions and/or referrals using available resources when caller is not eligible for DRW services
  • Enter call information into system with accuracy and thoroughness
  • Identify priority issues and communicate the issue to appropriate staff
  • Process and respond to other initial communications received via voicemail, fax, or email
  • Other duties as assigned


Requirements
Required Qualifications:
  • Exceptional verbal, active listening, and written communication skills, using proper grammar
  • Ability to remain calm under pressure, while conveying compassion and respect
  • Ability to adapt to different communication styles
  • Ability to maintain confidentiality
  • Ability to work across multiple computer screens and systems
  • Ability to perform look up in systems while speaking with the caller
  • Experience/direct contact with persons of culturally diverse backgrounds
  • High school diploma with 4 years’ customer support or call center service
Preferred Qualifications:
  • Bilingual in Spanish/English
  • Experience with advocacy for people with disabilities or other vulnerable populations
  • Passion for civil rights and social justice

Benefits
Disability Rights Wisconsin places a high value on the well-being of our staff. We offer the following benefits for permanent employees working at least 20 hours per week: health, vision, dental, and life insurance; short- and long-term disability; 401(k) retirement savings plan with employer contribution, and flex spending plan. Paid time off includes generous holiday, vacation, personal and medical leave, as well as time for volunteering and voting. Benefits available on a pro-rated basis for part-time employment (minimum of 20 hours per week).
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During the COVID-19 pandemic, DRW staff are working from their homes. Staff will return to working in our office locations on February 28, 2022.

A COVID-19 vaccine mandate is in place for all employees. A copy of the policy can be requested by emailing hr@drwi.org
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EEO/AA | Were an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Disability Rights Wisconsin

Address

Madison, WI
USA

Industry

Tourism

View all jobs at Disability Rights Wisconsin