Bilingual Phone Line Resource Specialist (Spanish & English)

Bilingual Phone Line Resource Specialist
(full-time, 40 hours per week)

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Program Description: 
Eden I&R’s 2-1-1 program, an information and referral service for low-cost housing and human services, provides assessment of need and social service information and referral services for callers 24 hours a day, 7 days a week.

Position Description:
Under the direct supervision of the 2-1-1 Manager, the Phone Line Resource Specialist will address clients’ concerns over the phone and provide needs assessment and referral.

Duties Include:

  • Assess callers’ needs, provide appropriate referrals to housing and services, and advocate for callers in complex and emergency situations
  • Provide thorough assessment and referral to each caller
  • Locate and collect information on agencies and services that would be useful to callers; includes developing contacts at agencies for the purpose of networking and obtaining services and clients
  • Assist with outreach to potential clients through preparation of materials such as newsletters, flyers and cards
  • Be available to work long hours in the event of a disaster
  • Perform other duties as determined by the 2-1-1 Manager
  • Work towards Alliance of Information and Referral Systems Certification

Position Requirements:

  • At least one year of work experience in a call center, customer service, case management, advocacy or social service-related positions, or other relevant work experience
  • Excellent time management and organizational skills
  • Bilingual in Spanish & English REQUIRED; excellent oral and written communication skills
  • Ability to handle clients in crisis and deal with crisis management
  • Good computer skills; familiarity with database programs desirable
  • Ability to work flexible hours, including evenings and weekends

$16.50/hour with benefits
Available shifts: Open

Resume/Cover Letter:
Human Resources Administrator
Eden I&R, Inc.
570 B Street
Hayward, CA  94541

Eden I&R, Inc. is conveniently located one block from the Hayward BART station.
Online and on-site training will be provided

Eden I&R is an equal opportunity employer