Goodwill of the Finger Lakes 211/LIFE LINE Quality Assurance Specialist in Rochester, New York
JOB DESCRIPTION: QUALITY ASSURANCE SPECIALIST
The Quality Assurance Specialist assists in all aspects of ensuring quality service delivery within the 2-1-1/LIFE LINE Contact Center at Goodwill of the Finger Lakes. 2-1-1/LIFE LINE is a crisis/suicide hotline and information & referral program offering crisis intervention, needs assessment and referrals to health and human services organizations that can assist with those identified needs. The 2-1-1/LIFE LINE program operates many different hotlines and related information & referral and customer service contracts. The primary role of the Quality Assurance Specialist is to perform the duties of a “Resource Specialist” according to the AIRS standards and assist in all aspects of management of the 2-1-1/LIFE LINE Human Services Databases. Secondary duties include: assistance implementing and reporting on Quality Assurance measures, contract reporting, staff training, and community outreach. This position also requires the ability to act as a Supervisor or Telecounselor in the Contact Center as needed.
Subscribes to and promotes Goodwill of the Finger Lakes’ mission, vision, and guiding principles. Functions as an active Call Center team member to achieve agency and department goals. Competencies needed to be successful in this job include: approachability, empathy, functional/technical skills, integrity & trust, learning on the fly, listening, process management, self development, standing alone, and time management.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Under the direction of the 2-1-1/LIFE LINE Manager, the Quality Assurance Specialist:
Performs as a Resource Specialist with duties that include:
Assists with human service data collection, ensuring accuracy, appropriateness, reliability, and consistency of information;
Adheres to the 2-1-1/LIFE LINE Information and Referral policies;
Contacts existing resources by phone, email, fax, and postal mail to maintain the quality and accuracy of the database;
Interviews resources, when applicable, for information that is useful for referrals;
Captures information gathered, breaks it down conceptually and reorganizes it into an entry or series of entries that accurately reflect the organization’s structure and services, following established styles;
Manages taxonomy coding for Intake and Referral system;
Provides a leadership role within the call center, assisting with supervision of call center activity and training of Telecounselors.
Maintains current knowledge of counseling skills, standards for suicide risk assessment, information & referral provision and all contract requirements.
Assists with call center coverage as needed.
Provides assistance implementing and reporting on Quality Assurance measures.
Provides assistance in completing required contract reporting.
Assists with development of staff training materials.
Assists with community outreach.
Maintains competency and certification through continual training and workshops to stay abreast of new developments and practices;
Represents, on occasion, 2-1-1/LIFE LINE at local, state, and national levels at various community meetings.
Contributes to the overall effectiveness of the agency and the department by completing all other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must have intelligence and ability to research, gather, and analyze information about organizations and community services using print literature, the Internet, telephone interviews, site visits, community forums, and other materials available. Requires analytical skills; requires ability to edit and proofread accordingly.
Excellent interviewing, written communication, and proofreading skills.
Able to read, write, analyze and interpret general business periodicals, professional journals, and governmental regulations.
Candidate required to obtain AIRS Certified Resource Specialist and AIRS Certified Information & Referral Specialist status, and maintain certification through attending trainings and reading industry materials.
Additionally, must obtain these certifications within 2 years of eligibility (following AIRS eligibility criteria). Maintenance of certification through employment required.
EDUCATION and/or EXPERIENCE:
Associates Degree in human services-related major (including Liberal Arts, Library Science, Public Administration) preferred. Two to three years experience in information and referral, research, social services, library services or related field. Must possess good interpersonal skills.
Requires broad knowledge of community resources and the human services delivery system or the ability to acquire knowledge quickly. An understanding of the human service delivery system, including the differences between the public and private sectors, how government, nonprofit and for profit organizations are organized and funded, and how these organizations relate to one another is preferred.
Or an equivalent combination of education and experience.
This role will involve receiving any changes to agency information via input from callers, 2-1-1/LIFE LINE staff or the agency itself. Special projects may involve this individual in significant interactions with outside agencies. The incumbent must be able to communicate effectively with people from diverse educational and cultural backgrounds and must be able to develop working relationships with agency staff from government, nonprofit and for-profit organizations, which may include top executive staff, to assist in maintaining awareness of and support for the resource database and to ensure that 2-1-1/LIFE LINE is promptly notified of changes to the services or structure of an organization.
Must have a working knowledge of computers and data management including MS Word. Knowledge of Excel and Access a plus. Familiarity with e-mail programs, Internet browsers, and Internet search engines required.
Able to write reports, business correspondence and procedural manuals. Ability to effectively present information and respond to questions to 2-1-1/LIFE LINE program.
Requires the ability to work independently, including the ability to set priorities and focus on critical activities. Requires ability to accept close review and editing of work and a commitment to work in a team environment.
OTHER SKILLS AND ABILITIES:
Flexible and able to respond to change while adapting style and maintaining a positive attitude.
Self-directed to take initiative in follow-up and resolution of daily issues.
Excellent interpersonal skills: Diplomatic, team oriented approach.
Innovative, forward thinker – able to think outside the box.
Familiar with adaptive technology (JAWS and/or Magic)
Must have strong oral and written communication skills.
Ability to work and operate under pressure, multi-task & effectively set priorities.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods of time and to work extensively with computers. Must be able to utilize a telephone and manipulate a keyboard for a full 8 hours per day. The employee must be able to communicate effectively.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually low to moderate.