Overview: The Dispatcher is responsible for providing de-escalation, motivational interviewing, care coordination, and service team dispatching for those contacting the agency’s Multi-Disciplinary/Community Care Response Teams in Anaheim and Santa Ana, including individuals seeking services, as well as calls diverted from 9-1-1, the My Anaheim App, etc. This high-volume call line serves as the method by which current and potential clients, as well as government entities, elected officials, businesses, community organizations, and community members request City Net’s Care Response services. It is the initial point of assessment to determine eligibility for City Net’s Community Care Response Team services. The Dispatcher answers and responds to phone calls for service, assesses clients’ current situations and eligibility for services, provides de-escalation to clients in crisis and referrals to services as needed, and coordinates with City Net’s Case Managers (CMs), MSWs, Drug and Alcohol Counselors, Mental Health Technicians, and other multi-disciplinary team members to dispatch teams to respond as well as arrange appointment times and locations.

Schedule and Expected Hours: Tuesday – Saturday, 12:30 pm-9:00 pm. Five days per week, 8 hours each shift, for a total of 40 hours per workweek.
Work Environment: Primarily remote from a home office or other approved remote worksite. Occasional commute to one of our locations for meetings, equipment pick up/drop off/repair, etc.

Main Work Location: Must be based in California and within commuting distance of one of our main worksites in Anaheim, Baldwin Park, Riverside, Sacramento, San Diego, Santa Ana, or Santa Barbara.

Requirements

• Minimum 1 year of telephone emergency dispatch, information and referral, crisis/warmline, etc.
• Experience interacting with people affected by homelessness, substance use disorders, chronic health and mental health concerns, domestic- and intimate-partner violence, and/or human trafficking
• Excellent telephone, email, and text etiquette
• Excellent professional boundaries and discretion
• Strong professional communication skills (verbal and written)
• This includes active listening, clear and concise speech, ability to remain calm, kind, and professional under pressure, to display empathy and establish rapport over the phone, to prioritize information and tasks, and to manage incoming calls while maintaining creative thinking, problem-solving, and excellent documentation

• Exceptional time management, organizational, and coordination skills, and attention to detail
• Strong computer skills (including but not limited to Microsoft Office 365, Outlook, Teams, SharePoint, etc.)
• Strong iPhone skills
• Familiarity with or ability to quickly develop expertise in our dispatch software (10-8)
• Experience or desire to work in a fast-paced, fast-growing nonprofit organization

Nice to Have

• Bilingual (English/Spanish)
• Bachelor’s degree or higher in Social Work, Human Services, Sociology, Psychology, or a related field
• Professional experience and homelessness services contacts in Orange County
• One (1) year of professional experience with iPhones, Microsoft Excel, Microsoft Word, and Google Suite.

Essential Functions

• Crisis De-escalation
• Needs evaluation
• Eligibility Screening
• Care Coordination
• Information and Referral provision
• Contact management
• Data Management

Our Organization: City Net is a 501(c)(3) non-profit community organization that is committed to breaking the cycle of homelessness in the communities we serve by connecting neighbors experiencing homelessness to transformative care and innovative housing solutions. Our objective is to reduce homelessness to functional zero in the regions we serve through collaborative supportive services, housing provision, and data-driven solutions that empower our clients to reach their personal goals.

Benefits: We believe in supporting our employees in all areas of life. That is why we offer top-tier benefits to our eligible employees, including but not limited to:

• Health insurance (Anthem HMO/PPO options. City Net pays 100% of the employee premium for our baseline Anthem HMO plan)
• Paid time off
• Retirement plan (401(k) with employer match)
• Dental insurance
• Vision insurance
• Life insurance (Employer-paid group term life and voluntary life)
• Referral program
• Parental leave
• Professional development assistance
• Employee assistance program
• Wellness Reimbursement Program
• Company Vehicles, iPhones, Laptops, and Tablets
• Career Pathing, Raises, Recognition & Rewards
• Early Earned Wage Access
• Credit Union Preferred Partnership

Visit https://citynet.org/careers for further details.

Diversity, Equity, Inclusion, and Belonging: Promoting a culture of diversity, equity, inclusivity, and belonging that embraces the contributions of all team members is important to City Net and our success. Our team is composed of individuals with different strengths, experiences, and backgrounds. Note: We do not consider your name or the names of your undergraduate and graduate schools from your resume. This process is aimed at opening all of our job opportunities to more candidates, reviewing applicants on performance assessments instead of resume-based indicators (e.g., where you went to school).

Questions? If you have questions about this position or our organization, please contact City Net's Recruitment Team by emailing Recruitment[at]CityNet[dot]org. Please do not contact any of the Homeless Services Outreach Numbers listed on our website, as those phone lines need to remain open exclusively for people who are experiencing homelessness and need help. Thank you!

Job Type: Full-time

Pay: $20.99 - $22.99 per hour

Schedule:

• 8 hour shift

Work Location: In person