Status: Non-exempt, Temporary to Permanent
Reports to: 211 Call Center Manager
Work Schedule: 40 hrs./week; Schedule TBD
In-Person/Virtual: Virtual, Greater Sac Area or Northern California Preferred
Position Summary:
Connecting Point is a public agency dedicated to providing programs and services that
promote the health and independence of the people of our community. Our mission is to
support our community in making connections that enhance the lives of its members.
Under the direction of the 211 Call Center Manager and in compliance with 211 standard
operating procedures, the Consumer Service Representative is responsible for providing
confidential health and social service information, referral, and advocacy to the general
public by telephone, and collection and recording call-related data. Among other duties, the
CSR will be responsible for conducting Coordinated Entry (CE) to the Homeless Management
Information System (HMIS), assisting callers challenged by homelessness with shelter
referrals. The CSR will also work with housing providers submitting information on behalf of
clients to gather all required documentation, and subsequently enter the data into HMIS.
Finally, the CSR will review and improve 211 CE data entered into the HMIS system.
NOTE: Connecting Point is a disaster response organization. The CSR may be asked to assist
in 211 disaster response by assisting callers with disaster-specific information and resources.
Examples of Duties (Illustrative Only)
• Responds to consumer calls
• Provides necessary information, problem assessment, and referral appropriate to
caller’s needs
• Assists callers in selecting appropriate resources
• Utilizes recognized professional and agency standards in carrying out the goal of
resolution of the caller’s problems; utilizes professionalism in working with
community resources
• Maintains accurate records of services requested and provided utilizing online
database system and MS Office products
• Other duties as assigned
Qualifications
Connecting Point February 2022
Skills:
• Ability to be reliable and communicative in a virtual work environment
• Techniques for problem solving and excellent customer service
• Clear, effective and compassionate communication, both orally and in writing
• Ability to work with various cultural and socioeconomic groups
• Ability to work with people in crisis and transition, including homelessness
• Critical thinking and analysis
• Proficiency with Microsoft Word, Excel and Outlook, ability to quickly master other
database applications and online tools
• Bilingual English/Spanish is preferred but not required
Licenses and Certificates
• Possession of a valid California State Driver license within 30 days of hire. Proof of
adequate vehicle insurance. Reasonable accommodations may be provided for
otherwise qualified individuals who require and request such accommodation.
Physical Demands and Working Conditions:
Speech and hearing to communicate in person and by telephone; vision to read handwritten
and printed materials and a computer screen. Reasonable accommodations may be provided
for some physical demands for otherwise qualified individuals who require and request such
accommodations.
Other Requirements:
This description lists the major duties and requirements of the job and is not all-inclusive. Not
all duties are necessarily performed by each incumbent. Incumbents may be expected to
perform job-related duties other than those contained in this document and may be required
to have specific job-related knowledge and skills.
If interested email your resume and cover letter to Lindsay Gilliam at lindsayg@connectingpoint.org