POSITION SUMMARY:

Responsible for handling incoming hate act reporting calls via telephone that come into the CA vs Hate Resource Line. You will be part of a team at the frontline of our call center and providing essential care coordination services to clients referred to select special programs. Assess and refer clients to resources and support providers. Identify any appropriate human service programs and community resources using CS Care and provide follow-up services by the program. Communicate with partner agencies to answer any questions regarding 211 services and resources to meet the needs of clients. Responsible for tracking various project outcomes. You’ll be dealing with sensitive, crisis-related topics. The job is challenging, emotionally demanding, and deeply impactful. Your role involves conducting needs assessments and providing appropriate referrals while maintaining empathy and a non-judgmental approach. All calls are recorded for

quality and training purposes.

POSITION ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO: 

• Handle incoming calls to the CA vs Hate Resource Line, offer support to submit an accurate hate report. 
• Assess human service needs via phone by applying 211 LA CA vs Hate Protocols.

• Provide clients with comprehensive services needs assessments and appropriate referrals. 
• Assistance in providing advocacy as necessary. 
• Follow-up with clients and referral organizations to find out if each client has accessed services.
• Maintain accurate records of phone calls, documentation, contacts, referrals, etc., and enter them into CS Care.
• Track client outcomes and program milestones for reporting purposes. 
• Serve as a liaison between 211 LA and other partnering agencies as needed. 
• Ability to maintain a current and valid driver’s license and proof of insurance. 
• Travel as needed to achieve Agency objectives; may be required to work evenings, weekends, and/or holidays. 
• Perform special assignments and other duties as assigned and by established Agency mission and values. 

 IDEAL CANDIDATE WILL HAVE: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work effectively with Community Resource Advisors (CRAs) Work effectively, interact, and communicate with people of diverse cultures, ages, and economic backgrounds.
• Utilize effective organizational skills and the ability to handle multiple activities with changing priorities simultaneously.
• Utilize effective oral, listening, written, and presentation communications skills, solid grammar, style, and content writing skills. 
• Write and maintain comprehensive and concise case management records.
• Work independently and exercise initiative and good judgment.
• Work well in a team-based environment.
• Learn and use new computer software and hardware.
• Maintain a current and valid driver’s license and proof of insurance.
• Travel as needed to achieve Agency objectives; may be required to work evenings, weekends, and holidays. 
• Be available for an undetermined schedule to respond to county emergency response in the event of an unforeseen emergency or disaster.
• Be proficient bilingually in Spanish, desirable.

These specifications are general guidelines based upon the minimum experience normally considered essential to the satisfactory performance of this job.

REQUIRED EDUCATION AND/OR EXPERIENCE: 

A Bachelor’s degree from an accredited college or university with a major in social work), human development, psychology, public health, nursing, education, early childhood development, or related field is desired; OR a minimum of One (1) year of successful paid experience in social service, health, or educational agency providing services to children or families with special needs children.

 COMPENSATION RANGE:

Ranges from $50,000-$52,000 salary is commensurate with prior experience, education,

and abilities.

TECHNICAL REQUIREMENTS:

You must have:

• Solid internet connection (50 Mbps)
• Quiet space without distractions
• Must be able to work independently, comply with job description requirements/expectations, and get the job done.

PHYSICAL DEMANDS:

As a 211 LA County Care Coordinator Specialist, you will regularly be required to work at a desk, conference table, smartphone (if applicable) and work computer for extended periods. You will be frequently required to walk and sit and occasionally required to stand. You will be regularly required to work in an indoor climate-controlled environment with moderate noise levels. You will be occasionally required to lift and/or move up to 10 pounds unassisted. You may be occasionally required to drive to locations to attend meetings.

ANALYTICAL/REASONING REQUIREMENTS:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to evaluate and resolve problems involving multiple variables in complex situations. Requires excellent interpersonal skills necessary to work effectively with internal and external customers. Ability to manage high levels of stress; possess well-proven time management skills allowing movement from one task to another on a moment’s notice, and still complete projects on time.

 WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, the employee is regularly required to: work in an indoor climate-controlled environment with moderate noise levels and have contact with the public, and work outdoors at events with moderate to high noise levels and extensive contact with the public. The employee is frequently required to work in an environment with office machines and travel to offsite locations for meetings or other agency business.