Social Services Call Center Specialist, Russian Speaking

FLSA: Non-Exempt/Overtime Eligible

Benefits: Eligible

Hours Per Week: 40/Full-time

Met Council is America’s largest Jewish charity dedicated to serving the needy. We fight poverty through comprehensive social services and by treating each client with compassion, integrity, and respect. Our ten different departments are staffed by experts who help over 305,000 clients each year and advocate on behalf of all needy New Yorkers. Our services include 100% affordable housing at 21 locations, family violence program, Holocaust survivor assistance, geriatric social work, crisis intervention and the largest free kosher food distribution program in the world. Our network of 101 food pantries, affordable housing sites, and JCCs provide services directly in neighborhoods across New York City.

Position Summary:

The Call Center Specialist receives and responds to all incoming calls through the agency helpline, including calls specifically directed to the Russian language helpline, to accurately and appropriately assess callers for all internal agency programs as well as provide needed referrals to other social service agencies. The Call Center Specialist completes initial client assessments for eligibility of agency services, as well as completes required accurate data entry into the agency’s electronic database. Other clerical duties will be assigned as appropriate and needed to support the Crisis Intervention department.

Principal Responsibilities:

• Principal responder to high volume phone calls and voicemails on Met Council Helpline within 24 business hours of initial outreach of caller, Monday through Friday
• Provide current and accurate information and referrals through professional transfers of calls to external agencies to address crisis needs of callers
• Professionally and accurately explain Met Council services and programs available, as well as eligibility criteria for enrollment in services, and facilitate referrals to internal program staff
• Complete initial comprehensive phone assessment for caller eligibility of services and programs provided throughout Met Council
• Enter caller information into electronic tracking database to ensure each call is accurately recorded and documented for agency purposes
• Assist in preparing statistical reports on department activities and periodic reports on government contracts and private grants
• Participates in regularly scheduled supervision, team meetings, and general crisis staff meetings
• Recognizes and adheres to professional roles
• Performs general clerical and administrative duties for department including filing, copying, etc.
• Other duties as assigned

Competencies:

• Excellent computer literacy and word processing skills, including experience with Microsoft Word and Excel
• Capable of working effectively in a pressured environment serving persons under stress while still providing an empathic response
• Experience and knowledge in utilizing comprehensive assessments to assess the needs of callers
• Requires on-going knowledge of local and national resources, including but not limited to Social Security, Medicare, Medicaid, other HRA benefits, additional state/county programs and resources, and the ability to link callers to appropriate organizations for needs
• Strong interpersonal skills to both assess and build relationships with individuals as well as manage and control one’s own reactions to complex and challenging conversations on the phone
• Attention to detail
• Basic math skills
• Client, ethics and integrity focused approach to interventions
• Ability to adapt to changes and flexibility in schedule
• Ability to work independently as well as in a team
• Strong organizational skills and the capability to multi-task
• Excellent telephone skills

Skill and Education:

• Human Services Associates degree with social service experience or BSW degree (preferred)
• Clerical/administrative work experience (preferred)
• Bi-lingual Russian-English (required)

Reasoning Ability:

• Ability to function effectively within a crisis environment and make appropriate and safe decisions

Work Environment:

• Must be able to work in a busy environment with a sensitive population
• Demonstrate cultural sensitivity especially to insular, immigrant, and minority groups

Special Requirements:

• This position is based at the central office; some field work with our local Jewish Community Councils may be required

Compensation: $42,000 – $45,000 per year

Benefits: Major medical, dental, vision, and life insurance; pre-tax commuter benefits; FSA; 403(b) with employer contribution; plus generous vacation, sick leave, and holidays.