211 Brevard

Position Summary

Coach & supportstaff,processesand deliverables fordesignated programsand211/988 operations.Monitor work activity,managefirst levelinquiries and escalations,andassistContact Center Clinical Supervisor in ensuring effectiveoperations.

PrimaryResponsibilities

• Understand and oversee implementation of primaryobjectivesand deliverables for each designated program
• Supportand serve as next level escalation point for team leads

• Under theguidance of the Contact Center Clinical Supervisor,coach staffto improve performance

• Participate in on-call rotation

Position Qualifications

Education and Experience

• High school diploma or equivalent

• At least 3 years' social services or contact center experience

• One or more years' experience in a supervisory/leadership role
• At least one year current 211 Brevard work experience

Required KnowledgeandSkills

• Excellent oral & written communication and interpersonal skills and ability to employ them working with thoseseekingand those delivering services; clear & effective public speaking skills

• Ability to work effectively with people of diverse backgrounds; bilingual in English & Spanish highly desirable

• Ability to work both independently and collaboratively

• Ability to accurately type at least 35 words per minute and use agency IT platforms

• Successful completion of 2-1-1 Brevard & HMIS training

• Experience working in a team environment

Additionalconsideration may be given to the following

• Experienceas a front-line supervisor or team leader

• Prior experience in other 211/988 orsignificantly similarorganization

• Fluency in both English and Spanish

Physical Requirements

• Ability to communicate clearly in person and over the telephone

• Ability to read written material and computer screens

• Ability to enter data into a computerized record and to spend multiple hours on telephone & computer

• Ability to lift boxes and other event materialwith weightsup to 40 pounds

Work Schedule, Location, and Disaster Response

The communityhelpline/crisis lifeline is available twenty-four hours a day,365 daysa year.Individual schedules will vary depending on the needs of the organization and the availability of staff.The positionmaybe eligible for hybrid/remote work scheduleupon successful completion of the90-dayprobationaryperiodinaccordance withthe agency's remote work policy.

211 Brevard serves assourceof community information in disastersituationsand all employees may be expected to work shifts prior to, during and/or following a community disaster.