Urgent Call Center Professional

Sunrise Services, INC. is seeking an Urgent Call Center Professional for our Supported Living Program! 

The Urgent Call Center (UCC) operates outside of regular business hours and takes calls from multiple Sunrise Departments to ensure that our clients and staff can still receive the support they need when they need it. In addition, UCC professionals may cover direct care shifts as needed.

If you have a positive attitude, strong customer service and computer skills, can adapt to changing priorities, can stay calm under pressure, and really like helping others, we would love to talk to you!

Schedule:  

Sunday – Monday 12a-8a

Duties & Responsibilities:

• Answer and respond to all after-hours calls from Sunrise staff and clients.
• Provide appropriate support and direction.
• Log calls and complete appropriate documentation.
• Provide timely notification to appropriate Sunrise Staff of incidents and information by email or phone call.
• Cover staffing duties for various supported living departments.
• Make training reminder calls during and report the results of these calls to the staffing department by email when calls are complete and include the trainer listed.
• Keep updated on basic knowledge of different program requirements.
• Provide excellent customer service to all callers.
• Be aware and know the location of other resources such as Policy Manuals, lock box, code lists, and medical information.
• Dispense and collect keys as needed after hours. This may be vehicle keys or spare keys to sites.
• Report incidents, accidents, and/or problems involving clients and staff. Get as many relevant details as possible when the report is first made.
• Report any program, client, or staff concerns.
• Participate in specialized training and other professional development activities.
• Make sound judgment calls about whether a vehicle can be used by a staff after-hours if not already scheduled.
• Provide simple retraining for staff.
• Maintain positive relationships with the client’s family, relatives, guardians, and friends.
• Deliveries to the office after-hours come to the UCC desk and need to be distributed appropriately. This may include forms or packages that need internal distribution or medication deliveries that need to be checked for completeness, status on the MAR, and then delivered to the correct client. 

Requirements: (Any Equivalent Combination of Knowledge, Skills, Abilities, Education, and Experience)

Education: High School Diploma or equivalent required

Experience:

• 6 Months working for Sunrise Services or equivalent knowledge of Sunrise Policies and Procedures required.
• 1-year experience working with clients with developmental disabilities or equivalent experience, preferred.

Licensure/Certifications:

• WA State Driver's License, $50,000 automobile liability insurance, acceptable 1-year driving record. 
• DSHS background clearance required and federal finger printing. 
• Obtain CPR/ First Aid Certification and NAR within 90 days of hire.
• Attend training required by applicable laws.   

Compensation:

• $20.77- $22.03 per hour
• Wages are determined by applicable industry experience, education, and certifications/licensure.

Benefits:

• • Medical, dental, & vision plans
  • Paid vacation & sick
  • Holiday pay, with 8 holidays observed.
  • Paid ‘Floating’ Holiday to be used on a day of choice.
  • Health Savings Account
  • Health Reimbursement Arrangement
  • Basic Life & AD&D insurance
  • WA Paid Family Medical Leave
  • Employee Assistance Program
  • Pet Insurance
  • Legal & IDShield
  • Accident, Critical Illness, & Hospital Insurance
  • 401K (Currently matching 50%)
  • Life Insurance
  • College savings plan
  • Smart Connect
  • KisX
  • Perks at work
  • Husk

Why Sunrise Services INC?

• An abundance of opportunity for growth and development
• Supportive, Team-driven culture
• Competitive benefits and Compensation plan
• Making a true difference in the community, and the lives of vulnerable individuals

To comply with Federal law, Sunrise Services participates in E-Verify. All newly hired employees are queried through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify their identity and employment eligibility. We are an Equal Employment Opportunity Employer.

Salary : $21 - $22