Call Center Community Resource Specialist

Information & Referral Services

• Serves as the second level of support to team for crisis and emergency calls, emails, or text messages.
• Provide information about health and human services to individuals, agencies, and organizations through telephone contact, occasional walk-in contact,  while maintaining excellent customer service.
• Assess client needs, as well as thoroughly assessing callers’ situations to identify any additional needs beyond the caller’s original request.
• Identify appropriate resources and provide all necessary information to the client.
• Offer advocacy assistance to clients when necessary.
• Assist clients in locating or identifying alternatives when resources are not available.
• Use CRN database system for community resources.
• Use effective crisis intervention skills when/where appropriate during calls.
• Maintain accurate client data records by collecting all demographics and accurately recording transaction information on all caller contacts. Makes sure documentation accurately reflects what transpired during the call. Write clear, concise case notes when required.
• Make appropriate follow-up calls, as mandated by Wyoming 2-1-1 protocol, to determine whether previous referrals were appropriate and helpful, if a client’s needs were met, whether agency is still providing the service, and to provide additional referrals if necessary.
• Appropriately document all follow-up results and outcomes.
• Maintain confidentiality of client records.