Field Operations Specialist (Santa Barbara)

Communication Service for the Deaf (CSD); Austin (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Communication Service for the Deaf (CSD) is seeking a Field Operations Specialist to serve customers, educate about programs, and perform in-home assessments of equipment and services across California/Austin area. The role collaborates with Customer Advisors to ensure exceptional, accessible telecom solutions.

Responsibilities include training, troubleshooting, and outreach, with a focus on serving diverse deaf, hard of hearing, and disabled communities while following privacy and security

Qualifications

• Bachelor's degree in a related human service field or equivalent professional experience.
• Two years of professional experience supporting deaf, hard of hearing, deaf-blind, or disabled customers.
• Two years of professional experience in advocacy, marketing, and/or communications.
• Ability to communicate in various proficiency levels of ASL.
• Spanish language ability is highly desirable.
• Excellent oral, visual, and written communication skills.
• All offers contingent on a clear background check.
• Valid Driver's License with clean driving record; travel required.

Responsibilities

• Provide exceptional customer service to clientele with various disabilities.
• Plan, develop, implement, and evaluate message strategies for DDTP goals.
• Develop online materials such as website content, video content, social media posts, and blogs.
• Assist recipients with equipment orders and access to telecommunications options.
• Provide recipient support services (installation, training, troubleshooting, follow-up).
• Gather input from the community via focus groups and surveys to identify improvements.
• Respond to customers promptly and build strong relationships.
• Deliver technical assistance, education, and resource training with consumers and organizations.
• Maintain DDTP Privacy Policy and Information Security compliance.
• Perform other duties as assigned.

Skills

Customer service

ASL proficiency

Multitasking

CRM systems

Inventory management

Spanish language

Education

Bachelor's degree in human services or related field

Tools

CRM systems

Inventory management systems

Job description

Description

Field Operations Specialists work directly with customers based on their need of specialized telephone equipment; educating the community about programs and services, and providing in-home assessment and services regarding equipment, its functionality, relay services, and the California Connect application process. The Field Operations Specialist provides services to customers via videophone, messaging, text, interpreting applications and in person, in the office, or at a designated community space, depending upon need and safety. This position works in conjunction with Customer Advisors to assist in providing exceptional services for the statewide Telecommunications Program. The Field Operations Specialist provides community-based services and participates in outreach initiatives for the state of California's Deaf and Disabled Telecommunications Program.

Requirements

• Provide exceptional customer service to clientele with various disabilities.
• Plan, develop, implement, and evaluate message strategies that meet California's Deaf and Disabled Telecommunications Program and goals.
• Provide support to develop online materials such as website content, video content, social media posts, and blogs.
• Works with recipients toward the familiarity and selection of accessible telecommunication equipment, including specialized equipment orders, and telecommunications options by accessing needs based on approved certifications.
• Provides recipient support services (e.g., installing equipment, training on equipment features, troubleshoot equipment and follow-up services) for maximum ease of use and access.
• Gathers input and insights from the community, including the administration of focus groups and surveys, to evaluate existing resources, barriers, and areas of improvement.
• Responds efficiently to customers and develop relationships by ensuring they feel supported and valued in a timely manner.
• Provides technical assistance, education, and cultural-specific resource training with consumers and various community organizations that serve consumers who are deaf, hard of hearing, deaf-blind, have hearing loss, memory difficulties, low vision or are disabled. Records accurate documentation and reporting per State requirements, including services provided, referrals, and follow-up as needed.
• Acknowledge and adhere to all DDTP Privacy Policy and Information Security protocols.
• Other duties as assigned.

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Familiarity with, or ability to learn and teach telecommunication access options, accessible telecommunication equipment (i.e. TTY, amplified phone, CapTel, alerting signalers, mobile phone amplifiers, smartphone features for hard of hearing, visual or speech impairments), and know how to fit individuals with the necessary equipment
• Familiarity with local, state, and national resources for the deaf, deaf-blind, and hard of hearing population
• Ability to utilize language, social, and cultural sensitivity to engage with California's diverse populations
• Favorable consumer-relations skills and personality patterns for representing CSD, DDTP, and CPUC well within the deaf/hard of hearing community, elderly population, service providers, and vendors
• Superior multi-tasking, organizational, record-keeping and time-management skills
• Ability to innovatively strategize, problem solve and implement system change advocacy for deaf/disabled people.
• Ability to: enter and work in consumer homes, including ascending/descending stairs and navigating around furniture (e.g., positions self under/around furniture or moving about)
• Ability to effectively manage and cultivate relationships with prospective and existing partner organizations
• Highest regard for confidentiality and have ability to work with customers with diverse backgrounds
• Have proficiency in Customer Relationship Management systems and Inventory Management systems

Qualifications

• Bachelor's degree in a related human service field or equivalent professional experience
• Two years of professional experience working supporting deaf, hard of hearing, deaf-blind, or disabled customers
• Two years of professional experience in one of the following settings or equivalent combination: advocacy, marketing, and/or communications
• Ability to communicate in various proficiency levels of ASL
• Ability to speak Spanish is highly desirable
• Excellent oral, visual, and written communication skills
• All offers of employment are contingent upon clear results of a thorough background check
• Valid Driver's License with a clean driving record required: Will be driving throughout the region using own vehicle for visits outside the branch office