ATL311 Support Services Coordinator

City of Atlanta; Atlanta (GA); On-site; USD 26,000 - 37,000; Full time

Job summary

The City of Atlanta is seeking a Support Services Coordinator to provide broad customer service within the ATL311 supportive services team, partnering with PAD for a community referrals program.

The role requires strong analytical, empathetic communication, and proficiency in Microsoft Office; requires 3–5 years in human services, preferably in a contact center.

Qualifications

• Requires associate degree in a human service-related field.
• 3–5 years human service experience, preferably in a Contact Center.
• Strong communication and problem-solving abilities.

Responsibilities

• Assess community referrals and coordinate timely responses with partner agencies.
• Collaborate with social service organizations to connect customers to resources.
• Handle callback requests when first call resolution isn’t possible.
• Process inbound referrals, make outbound calls, and follow up to resolve needs.
• Follow standard procedures and organizational policies; may perform other duties.

Skills

Analytical and problem-solving

Empathy and customer service

Communication skills

Microsoft Office proficiency

Education

Associate Degree in a human service-related field

Tools

Microsoft Office Suite

SharePoint CRM

Job description

Job Description

Position open until filled

Salary: $23 per hour

General Description And Classification Standards

Under general supervision of the ATL311 Supportive Services Portfolio Manager, a Support Services Coordinator provides a broad range of customer service support under the Supportive Services Team. The Supportive Services team partnered with Policing Alternatives and Diversion Initiative (PAD) for a Community Referrals program.

The purpose of the Community Referrals program is to provide residents the option of reporting non-emergency areas of concern related to substance abuse, mental health, and/or poverty with the Supportive Services team serving as the non-emergency point of contact for these calls.

Supervision Received

This position reports to the ATL311 Supportive Services Portfolio Manager, and receives guidance regarding overall mission, short and long-term objectives, scheduling, unusual priorities, and is expected to structure their workday to accomplish established goals and objectives by direction from the management team. This position is not considered a management level position.

Responsibilities

Essential Duties & Responsibilities

these are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Responsible for assessing community referrals and coordinating timely responses and outreach requests with partnering agencies.
• Works collaboratively with social service and human service organizations to connect customers with appropriate resources and support. Community referrals may be complex in nature and require a high level of empathy, compassion, and sensitivity.
• Responsible for handling customer call back requests when first call resolution (FCR) was not plausible.
• Processing inbound community referrals, making outbound calls, and providing timely follow-up and resolution to address customer needs.
• Follows standardized procedures and written instructions to accomplish assigned tasks and adheres to organizational policies and procedures.
• The incumbent may perform other duties as assigned.

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Qualifications

Knowledge Skills and Abilities

This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• The position requires strong analytical and problem-solving skills, along with the ability to exercise independent judgment when addressing complex situations.
• The ideal candidate demonstrates empathy, sound judgment, courtesy, and tact when communicating with customers, colleagues, and community partners.
• Extensive knowledge of human service-related concerns and community resources is preferred.
• The ability to work various shifts is required, as well as strong business writing and written and oral communication skills.
• Candidates must also possess strong computer skills, including proficiency in Microsoft Office.

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned.

Minimum Qualifications

Education and Experience

• Associates Degree in a human service-related field (Additional years of experience may be considered as a substitute for the required degree on an exceptional basis, with a minimum of five (5) years of professional related experience)
• Three (3) to Five (5) years human service experience, preferably in a Contact Center

Preferred Education & Experience

• Five (5) years human service experience, preferably in a Contact Center; Spanish a plus.
• 3 years’ experience in Municipal government Intermediate to advance experience using Microsoft Suite, and SharePoint CRM application.
• Vast knowledge of diversion programs, shelters, and crisis response teams.

Licensures and Certifications

None required.

Essential Capabilities And Work Environment

Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job.

Work Schedule

This position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather and/or times when the City would otherwise be closed.

Lifting Requirements

Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

It is the policy of the City of Atlanta (“COA”) that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of the COA to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. The COA is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If reasonable accommodation is needed, please contact the Human Resources Director for your department.

The City of Atlanta is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, color, religion, age, disability, sex, sexual orientation, ender identity, marital status, veteran’s status or national origin, or any other basis prohibited by federal, state, or local law. We value and encourage diversity in our workforce.