Homeless Hotline Representatives Fully Remote • Memphis, TN Part-Time
Our mission Supporting the independence of vulnerable seniors and families in crisis through high-impact programs. Our vision Uniting the community through service. Our values Welcome and respect all people. Act with integrity. Value individual initiative and ability. Serve individuals and the community as an act of faith. Balance humanitarian goals with sound business practices.
MIFA provides a workplace that supports our strategic goal of serving more. Our people strategies create a culture that assumes 100% accountability for the quality and integrity of our work; embraces the use of technology; encourages big and small innovation in problem solving, project management and idea generation; is vibrant and adapts to change and offers opportunities for personal and professional growth.
Representatives are service-oriented staff members with keen attention to detail who complete essential tasks to support the operations of their programs. They respond to a range of requests and uphold a commitment to excellence in service delivery. Representatives have a responsibility to consistently use available technology to complete their work and look for opportunities to innovate.
Position summary With the goal of ensuring that no child sleeps on the street or in a place not meant for human habitation, this position answers calls to the 24/7 telephone Hotline for Homeless Families. Activities include answering calls as they come in, screening and referring callers to appropriate services, and entering basic caller information and disposition into the CoactionNet database using a computer device.
- High school diploma or GED - One year of experience working in a social service or customer service environment - One year experience working in some capacity with computers, databases, email, etc. - Ability to operate technology devices (i.e. laptop, multi-line telephone, Outlook email) with the ability to learn various database systems, such as CoactionNet - Ability to carry telephone and supporting technological devices to respond immediately to hotline calls during office hours as well as non-traditional on-call after hours, nights, weekends, and holidays - Major responsibilities and related tasks - Answer all calls to the hotline during shift - Ensure that all calls are answered immediately (or that voicemail is responded to during specified times during holidays) - Determine the need of the caller per established procedures - Determine that the caller meets the established guidelines to qualify for shelter assistance - Mediate with family or friends to prevent shelter if possible - Make referral to shelter or motel as needed according to established procedures - Enter each caller’s information and outcome/disposition into the CoactionNet database - Connect to the CoactionNet system at the start of each call - Enter basic caller information - Enter final call disposition using a drop-down list and save file Apply HERE