Specialist, BNRC;BNRC

Essential Job Duties & Responsibilities 

• Provide outstanding quality customer service in responding to inquiries for information and referral from individuals, professionals, and organizational clients. 

• Persistently and firmly advocate for contacts/clients who otherwise are unable to independently access resources or who meet program eligibility criteria. 

• Collaborate with Centers staff and partner agencies to assist clients in submitting, completing, applications and providing necessary documents.   

• Respond to referrals of applicants including completing intake information, assessment of the client’s needs, preferences, and eligibility.  

• Fulfillment of basic needs request up to and including delivery.  

• Investigation of basic needs account statuses, and critical assistance applications related to the Access to Wellness application process.  

• Maintain current client data, keep detailed case notes, client files and program information up to date and organized in client database,  

• Communicate regularly and effectively with the client, service coordinators, service providers, and support personnel to ensure that program requirements and resources are distributed accurately.  

• Serve as resource to connect families to appropriate community partners and internal programming related to housing, budgeting, childcare, healthcare, and other needed services. 

• Attend training and workshops related to program improvement and professional development. 

Other Job Duties & Responsibilities 

• Other duties as assigned. 

Core Competencies 

• Situational Leader: Enables and empowers team members to develop their competency and commitment in completing goals and tasks; creates an environment of trust and mutual respect and sets an example for other leaders in the organization.  

• Communication: Expresses thoughts clearly, concisely, and effectively both verbally and in writing. Presents in a confident, clear, and enthusiastic manner when addressing people in a large or small group. Demonstrates a sound knowledge of the subject matter. Demonstrates and maintains proficiency in effectively using database software, computer hardware and any job performance related technologies. 

• Interpersonal Skills: demonstrated emotional intelligence with an ability to balance an empathy forward response with families and throughout the organization. Enjoys working closely with other people to understand their concerns and seeks out the ways our workplace might address them. Able to use storytelling to advance a concept or idea.  

• Time management:  able to balance multiple priorities and have good time management skills. 

• Detail Oriented: has a high level of need to understand how and why things are related; the ability to process detailed information effectively and consistently. Develops ideas thoroughly and meticulously into an effective plan of action. Understands and appropriately applies principles, procedures, requirements, regulations, and policies. 

• Values Diversity: Collaborates with colleagues, both internal and external; demonstrating a respect for divergent viewpoints; interacts well with diverse people and groups, thereby contributing to an environment that is equitable, inclusive, and cooperative. An awareness of and sensitivity to the cultural diversity of the population served. Consistently communicates positivity, caring and concern to all.  

Consistently interact appropriately, respectfully, understandingly, and patiently with contacts and coworkers of diverse backgrounds, physical capabilities, emotional states, and skill levels. 

Job Qualifications  

• High School Diploma, GED or Equivalent required 

• Associates or bachelor’s degree in social work, human services, or related field preferred and/or 

• Experience in call center, crisis hotline or information and referral service and/or 

• Multiple year experience in customer service industry in an office setting. 

• Must demonstrate competent technology skills in use of varied technology systems. 

• Experienced in accurately assessing and responding to people of varied needs and crisis levels. 

• Excellent communication skills and grammar. 

• Must have a valid driver’s license in the State of Ohio. 

• Must be willing to travel to a variety of locations to support program implementation and client needs 

• Must understand and accept a systems approach to service delivery, agency and program philosophy and goals. 

• Must be able to work closely and collaborate with other team members and social support organizations/agencies 

• Must be able to lift 20lbs.  

Preferred: 

• Bi-lingual with the ability to speak conversational Spanish to Spanish only speaking clients 

Physical Demands/Work Environment 

This job operates in a professional office environment in addition to a warehouse fulfillment center. This role routinely uses standard office equipment. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to sit for extended periods of time, stand, walk, use hands and fingers, and reach with hands and arms. It requires the ability to lift files or boxes, open filing cabinets and bend or stand on a stool as necessary.  Travel and work outside of normal hours may be required for meetings, presentations, trainings, and other events.