Call Center Specialist

1220 Homes for Independent Living of Wisconsin LLC; United States; Remote; USD 21,000 - 30,000; Full time

Job summary

Homes for Independent Living is seeking a Full-Time 3rd shift Call Center Specialist to join the Call Center Team. This role provides support to Direct Support Professionals after typical business hours, with hours from 5pm to 8am on weekdays and 24 hours on weekends, remotely for Wisconsin residents near a regional office.

You will navigate systems to provide accurate responses, ensure regulatory and contractual compliance, and train Direct Care Professionals to strengthen our workforce.

Qualifications

• Understanding HIL policies and procedures.
• Ability to navigate company systems to assist DSP callers.
• Provide resolutions that comply with regulatory and contract requirements.
• Train and support Direct Care Professionals to strengthen the workforce.

Responsibilities

• Be the first point of contact for DSPs after hours.
• Provide support and guidance to DSP teams.
• Ensure compliance with regulatory, contractual, and company requirements.
• Support management and DSP teams to strengthen the workforce.

Skills

HIL Policies

System navigation

Regulatory compliance

Staff training

Job description

Role Summary

Majority Women Employee-Owned. Empowered by Everyone to Transform Lives. Overview Homes for Independent Living, a MyPath Company, is looking for a Full -Time 3rd shift Call Center Specialist to join the Call Center Specialist Team.

The Call Center at Homes for Independent Living (HIL) is an innovative way to provide excellent support and customer service to our Direct Support Professional (DSP) teams and will provide the first point of contact for DSP’s after typical business hours. The Call Center is available from 5pm to 8am during the week and 24 hours on the weekends.

The Call Center Specialists will demonstrate proficiency in the following:

• HIL Policies, Procedures, and Practices
• Efficient navigation of company systems and technology to provide the appropriate responses to DSP callers needing support or guidance
• Providing resolutions that maintain compliance with regulatory, contractual, and company requirements
• Providing training and support to Direct Care Professionals to enhance their confidence and strengthen our workforce

This is a remote position (Must live in Wisconsin near a regional office) requiring a home office. Hours are third shift and every other weekend. We are looking for confident candidates to join the team in this innovative way to make a difference in the lives of the people we support as well as our DSP and Management teams – is that person you?

Additional Information

MyPath and its Operating Companies provide specialized services and dignified care for children, adolescents and adults with special needs. Our companies provide a spectrum of services and support which promote the ability of those we serve to live as independently as possible in the community.

MyPath is composed of a beautifully diverse spectrum of employees with different characteristics, abilities, and life experiences. We believe that equitable, diverse, and inclusive practices in our workspaces are integral to the existence of MyPath. We value our diverse spectrum of Owners, the individuals we serve and the communities we encounter. Our success as an organization is directly proportional to our ability to create belonging and genuinely engage our Owners and potential Owners. We ask for demographic information so that we can be intentional in supporting our Owners best. Although not required, we would appreciate you sharing to help our commitment of cultivating a diverse, equitable, inclusive, and belonging MyPath.

Our Culture

At MyPath, we support an ownership culture throughout the organization. Our culture is based on our five beliefs and behaviors: Passion, Accountability, Teamwork, Openness, Continuous Learning and Innovation.

As an employee owner, you can expect transparency, respect and appreciation. You’ll impact the place you work and map a career within MyPath. With your passion and our breadth of services, your options are nearly limitless!

MyPath is proudly Majority Women Employee-Owned, with women leading at every level from the frontline to the boardroom. Our strength comes from all of us. Every Owner, regardless of gender, plays a vital role in shaping our culture, driving our mission, and building a workplace where opportunity and ownership are shared by all.

MyPath is an Equal Opportunity Employer (EOE) committed to fostering a diverse, equitable, and inclusive workplace. We embrace the unique characteristics, abilities, and life experiences of our employees and believe that equitable and inclusive practices are essential to our success. We value the diversity of our Owners, the individuals we serve, and the communities we engage with.

If you find fulfillment in helping others and want opportunities to build a career, MyPath may be your path to a promising future. Explore 150 MyPath locations to find a place and career that fits you. At MyPath, our guiding principle is passion: a passion for the people we serve and for the work we do.

MyPath provides specialized services and dignified care for children, adolescents and adults with disabilities, mental health issues, and other significant needs. Operating since 1984, MyPath includes eight companies that serve over 2,000 individuals from around the country, in more than 150 program locations throughout Wisconsin and Indiana, across 48 communities. Our array of services includes a spectrum of educational, therapeutic and community supports to allow those we serve to live full and productive lives in the community—to find their path.

MyPath is proud to be a 100% employee owned company (ESOP). At MyPath our caregivers are also our owners!