2-1-1 Sacramento, a subsidiary of Goodwill Industries, is a free, confidential information and referral service that is available 24 hours a day, seven days a week. Assistance is available in multiple languages, and services are accessible to people with disabilities. Utilizing a comprehensive computerized database of more than 1,600 nonprofit and public agency programs, trained information and referral specialists give personalized attention to each caller. Specialists can refer callers to a variety of service that best meet their needs.

Applicants must be based in Sacramento County

Agent is responsible for delivering consistent and professional service to callers with health, human, and social service needs via telephone and by e-mail. Agent will assess and refer callers to appropriate services. Calls range from requests for simple information to cases requiring multiple references involving research, advocacy and crisis intervention. The Agent will also perform basic data entry operations. This is a virtual position, requiring the person to work from home, with a quiet reliable work area.

These positions will work shifts within the hours of Monday thru Friday 6pm to 7am, Weekends - 8 hour shifts

Essential Duties and Responsibilities:

• Agent will be answering a 2-1-1 phone line from their home residence.

• Answer incoming calls on assigned schedule, assess caller’s needs and make accurate referrals as necessary.

• Develop working knowledge of health and human services network in order to help callers effectively access services.

• Data Entry from telephone interview (caller data collection).

• Answer general information and specialty queue.

• Respond to customers e-mail requests for information, as designated by management.

• Additional duties and/or responsibilities as may be assigned by Call Center Management.

• Agent will need internet access capabilities. Company laptop and headset will be provided.

• Inbound call system is received through internet access.

• Agent is expected to have their computer dedicated to 2-1-1 needs during assigned shift hours.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Education and/or Experience:

• Two years college and/or technical school;

OR

• Three years experience in Information and Referral/Assistance or equivalent experience;

OR

• Working experience with organizations that serve children and families, seniors, disabled.

Other Skills and Abilities:

• Effective verbal & written communication skills.

• Ability to communicate effectively and tactfully with diverse and multi-cultural individuals, being non-judgmental and respectful of the confidential nature of the job.

• Reading comprehension and analytical skills.

• Ability to work in unsupervised environment, while maintaining proper written and oral communication with Management.

Computer Skills: To perform this job successfully, an individual should have a strong computer aptitude; working knowledge of Microsoft Office software (Word; Excel; etc); ability to work with multiple screens to facilitate callers’ needs.

Training: Agent will receive paid classroom instruction combined with 2-1-1 Inbound Call Training at call center location. Training is mandatory and will take place Monday thru Friday for two weeks prior to starting after -hours shift. Additionally, agent will need to attend monthly meetings/trainings as scheduled.

Applicants must be based in Sacramento County

Application Process:

Submit completed application, current resume, and cover letter describing relevant skills and experience to:

carolinef@goodwillsacto. org OR Fax: 916-395-2615

Application Deadline: Open until filled.

Application can be found at www.goodwillsacto.org