Community Connector

Goodwill of the Finger Lakes; Rochester (CA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Goodwill of the Finger Lakes is seeking a Community Connector to assist clients via the 211/LIFE LINE program. Training is in person for 2–4 weeks, with potential for remote work after 30 days.

The role emphasizes empathy, advocacy, and cultural competence to connect clients with needed services. Under supervision, you will handle inbound contacts, document data, and provide referrals while maintaining confidentiality and participating in required meetings.

Qualifications

• AIRS Certification status required and maintained through trainings and materials.
• Associates Degree in a related field and/or equivalent combination of education/experience.
• 1 year of customer service or Call Center experience preferred.
• Certification must be obtained within 2 years of eligibility per AIRS criteria.

Responsibilities

• Perform in-depth screening to educate, navigate, and connect clients with needed services.
• Answer contacts (phone, chat, text) and refer clients to community resources.
• Use active listening to identify barriers and provide confidential connections to resources.
• Maintain confidentiality of sensitive information.
• Document all client interactions in prescribed software.
• Gather required data to identify gaps in services to address needs.
• Work rotating shifts including nights and weekends; backfill as needed.
• Attend required in-service and department meetings; conduct client satisfaction surveys.

Skills

Web-based systems

Real-time comms

Microsoft Office

Client record systems

Troubleshooting

Interpersonal skills

Education

Associates Degree

Tools

AIRS Certification (in progress)

Job description

Seeking primarily day and evening shifts, with limited overnight shifts available.

Training in person up 2 to 4 weeks, possibility of remote work available after 30 days of employment.

A Community Connector is a client-focused position responsible for providing an assessment, problem solving and referral assistance for clients with complicated needs. A successful Community Connector uses empathy, advocacy, and cultural competence to help clients access the services needed to build and sustain healthy lives. This position requires a creative intellectual with critical thinking skills and a desire to help those in need.

Under the general supervision of the 211/LIFE LINE Supervisor, handles incoming contacts to the contact center on various assigned information & referral and customer service contracts: answering all contacts, collecting and documenting all required data and offering all applicable resources and referrals to clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Perform in-depth screening for community programs for the purpose of educating, navigating, and connecting clients with needed services.
2. Answer all assigned contacts (phone, chat, text); identify and accurately refer clients to appropriate community resources which may address the client’s additional health and social needs.
3. Use active listening skills and conversational intent to: develop a strategy that identifies solutions to barriers to access, provide high-quality confidential connections to resources and services, demonstrate objectivity and empathy and be non-judgmental and neutral in handing all contacts.
4. Must be able to maintain strict confidentially of sensitive information.
5. Utilize prescribed software to accurately document all client interactions.
6. Obtain and document all required data according to established policy, protocol and procedure to assist in the identification of gaps in services that can be addressed.
7. Must be available to work rotating shifts including nights and weekends and be flexible to backfill shifts as necessary.
8. Attend and participate actively in all required in-service and other department meetings.
9. Conduct consumer satisfaction surveys and follow up accordingly.
10. Keep all activities in line with the core values and contribute to the positive culture of Goodwill of the Finger Lakes.
11. Contributes to the overall effectiveness of the 211/LIFE LINE Program by completing all other tasks as assigned.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.

Candidate required to obtain AIRS Certified Information & Referral Specialist status, and maintain certification through attending trainings and reading industry materials.

Additionally, must obtain these certification within 2 years of eligibility (following AIRS eligibility criteria). Maintenance of certification through employment required.

EDUCATION and/or EXPERIENCE:

Associates Degree in related field. One-year experience in customer service and/or Call Center industry. Or an equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions.

OTHER SKILLS AND ABILITIES:

• High level of proficiency in web-based systems, real time communication systems (i.e. chat/text), Microsoft Office, and other client record management systems. Able to troubleshoot basic technical issues.
• Adaptable and able to move with change while maintaining a positive attitude.
• Excellent interpersonal skills: Diplomatic, team-oriented approach.
• Self-directed to take initiative in follow-up and resolution of daily issues.
• Innovative, forward thinker – able to think outside the box.
• Experience with softphone and software systems commonly used for Contact Center applications a plus.

PHYSICAL DEMANDS:

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.

While performing the duties of this job, the employee is regularly required to openly communicate. The employee frequently is required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms.

The employee is occasionally required to stand, walk, and sit. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

211/LIFE LINE is a 24/7 operation open 365 days per year with a variety of shifts available. Work schedule may include evenings, overnights, weekends, and holidays. Schedule may be changed as necessary to meet the needs of 211/LIFE LINE’s clients. Required to be responsive and available for shifts as much as 12 hours in length during call surges and declared emergencies.

211/LIFE LINE is a hybrid work environment. The possibility of remote work is dependent on performance, reliability, and a private workspace.

The noise level in the office is usually moderate.

Goodwill of the Finger Lakes and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer.

Minority/Female/Sexual Orientation/Gender Identity or Expression/Veteran/Disability