Description:
• Provides education about community resources, resource needs assessment, and community and/or national referrals to a variety of customers for a variety of needs including childcare, elder/adult care, and basic/everyday needs
• Responsible for providing Worklife consultation and informational services to members and plan sponsors
• Assesses resource needs, proposes options and research/screens potential community service providers to meet the assessed needs
• Provides resource referrals and educates individuals on how to use resources to handle various life and work situations
• Appropriately documents member interactions and research/case fulfillment in the system
• Works in an inbound and outbound call center environment and completes outbound phone calls and research
• Additional responsibilities assigned based on business need, including staffing an online chat platform
Requirements:
• 1+ year(s) of experience working with the elderly and/or adults with disability populations in a capacity that specifically includes completing resource needs assessments, educating, researching and referring to appropriate community resources (previous employment: non-profit organizations, hospitals, nursing homes, rehabilitation centers, advocacy agencies, or government programs)
• 1+ year(s) experience in social work, social services, or case management field
• Professional, camera-ready work environment available at all times
• Excellent verbal and written communication skills, needs to be clear and professional
• Reliable wired internet connection (minimum 400 Mbps download, 10-20 Mbps upload); no DSL or cellular internet; higher speed may be needed for proper internet performance based on the internet usage of others in the household during your scheduled working hours
• Comfortable conducting video chats, virtual calls and using digital communication tools
• Spanish speaking – must be willing and able to pass a language assessment (preferred)
• 1+ year(s) of experience working in a call center environment (preferred)
• Excellent computer skills including MS Office applications such as Excel, Word and Outlook (preferred)
• Experience working with diverse populations (preferred)
• Experience using video platforms, virtual calls and chat platforms (e.g.Five 9, Microsoft Teams, or proprietary systems) in member-facing roles (preferred)
• Experience in virtual work environment alongside experience in navigating multiple screens and systems simultaneously (preferred)
Benefits:
• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility
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