What are the responsibilities and job description for the Helpline Specialist position at Community Connections for Children, Inc?
HelpLine Specialist
Department/s Community Engagement
FLSA Classification Non-Exempt
Reports to Community Engagement Director
Primary Contacts CCC staff, Parents, Child care providers, Other community agency representatives
Job summary
The HelpLine Specialist works under the direct supervision of the Community Engagement Director to provide information and referrals to telephone callers of the Child Care Works Helpline. The HelpLine Specialist holds and demonstrates a strong belief in the mission and vision of Community Connections for Children, Inc. and all of its programs.
Summary of essential job functions
Answers calls that are received on the Pennsylvania Child Care Works Helpline.
Provides verbal, electronic and printed information to callers based on their requests, needs or concerns using the Helpline database
Refers callers to appropriate programs and services
Follows up with customers to ensure access to services, provide encouragement, provide further assistance, and assess satisfaction with services
Maintains confidential call records in the Helpline database
Help callers navigate services, systems and programs
Maintains the Helpline database with accurate information through updating as needed or required
Maintains understanding of current laws, regulations, guidelines of the Pennsylvania Department of Public Welfare as they relate to such topics as child care, subsidies, TANF, provider issues, grantee requirements, child growth and development
Maintains the appropriate Helpline material resources and then emails or mails as requested by callers
Compile reports to track data from Helpline to be submitted to the Office of Child Development and Early Learning monthly
Assists with special projects and mailings as assigned
Assists with back up for the resource and referral department.
Provides back up to the receptionist
Represents Community Connections for Children, Inc. and its programs at community events
Attends and participates in agency and departmental staff meetings and appropriate training opportunities
Core Competencies
Attention to detail, organized, sense of humor, ability to work and produce within deadlines
Ability to understand, analyze, and make recommendations for systems improvement
Ability to interpret and apply DPW regulations
Ability to work effectively and respectfully with a diverse population
Excellent oral and written communication, interpersonal, and presentation skills
Understanding of confidentiality issues and ability to maintain a high level of confidentiality in all working relationships
Ability to effectively and appropriately prioritize among competing demands
Ability to independently plan, organize, and complete assigned work correctly and professionally
Ability to foster team building and to work effectively in various roles on a team
Excellent communication skills, including telephone etiquette, listening skills, and the ability to respond sensitively and empathetically to the needs of others
Proficient computer skills in word processing and spreadsheets (MSOffice preferred)
Minimum requirements
High school Diploma or GED required
Previous experience in a child care setting helpful
Previous experience in a social service agency helpful
Abilities required
Normal physical demands are associated with work in an office environment, including lifting, bending, and carrying.
Work schedule
Rotation Schedule: Weeks 1, 2, 3 – 8-hour shift Mon. – Fri., hours as assigned, ½ hour lunch break Week 4 – 7.5-hour shift Mon. – Thurs., hours as assigned, ½ hour lunch break
Occasional evenings and weekends
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed
Pay: $19.00 - $21.00 per hour
Benefits:
- 401(k) 4% Match
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Work Location: Hybrid remote in York, PA 17401
Salary : $19 - $21