Remote CES Help Center Agent - Crisis Intervention and Homeless Services Support

Join Our Mission to Provide Critical Support to Those in Need At Workwarp, we're dedicated to making a difference in the lives of individuals experiencing homelessness. As a CES Help Center Agent, you'll play a vital role in our efforts to provide crisis intervention and support services to those who need it most. We're seeking a compassionate and skilled professional to join our team on a part-time, remote basis. About Our Organization Workwarp is a dynamic organization committed to delivering high-quality services to individuals in crisis. Our CES Help Center is a critical component of our operations, providing a vital lifeline to those navigating homelessness. As a remote CES Help Center Agent, you'll be part of a dedicated team working collaboratively to coordinate services, offer resources, and support individuals in need. Key Responsibilities Provide exceptional customer service to clients, demonstrating empathy, respect, and accurate data entry. Respond to incoming calls, texts, and emails from individuals requiring assistance, using active listening skills and positive language. Maintain accurate client records in the Homeless Management Information System (HMIS), ensuring timely and effective service coordination. Triage calls, texts, and emails based on client needs, managing the callback queue to ensure prompt response. Perform callbacks to clients awaiting shelter placement and/or collect additional information as needed. Email other resources to clients when necessary, ensuring seamless support. Other duties as assigned, contributing to the overall success of the CES Help Center. Essential Qualifications To excel in this role, you'll need: A high school diploma or equivalent. 3+ years of frontline inbound call management, contact center operations, behavioral health, nursing, crisis management, housing, or other relevant experience. Strong communication skills, with the ability to use positive language and active listening while managing calls and conducting data entry. The capacity to work efficiently under pressure, handling crisis situations and de-escalating as necessary. A demonstrated ability to build and maintain professional relationships, with experience working successfully with diverse populations. Proficiency in Google and Microsoft Suite (gmail, calendar, drive, excel, docs, sheets, etc.). Preferred Qualifications While not required, the following qualifications will give you a competitive edge: An Associate's or Bachelor's degree in behavioral health, social work, nursing, or communications. Prior training in crisis management, intervention, suicide, and behavioral health. Bilingual speaker (Spanish, Portuguese, Haitian Creole). Residency in Rhode Island. Skills and Competencies To succeed as a CES Help Center Agent, you'll need: Exceptional communication and interpersonal skills. The ability to work in a fast-paced, dynamic environment. Strong problem-solving and analytical skills. Proficiency in HMIS and other relevant software. A compassionate and empathetic approach to supporting individuals in crisis. Career Growth Opportunities and Learning Benefits At Workwarp, we're committed to your growth and development. As a CES Help Center Agent, you'll have the opportunity to: Develop your skills in crisis intervention and support services. Gain experience working with diverse populations and communities. Enhance your knowledge of HMIS and other relevant software. Build a rewarding career in a dynamic and supportive organization. Work Environment and Company Culture As a remote CES Help Center Agent, you'll be working from the comfort of your own home, with the flexibility to choose your shifts. We're a team that values: Compassion and empathy. Collaboration and teamwork. Innovation and creativity. Diversity and inclusivity. Compensation and Benefits We're offering a competitive hourly rate of $20-$22 per hour, based on experience and language fluencies. As a part-time, remote employee, you'll enjoy: Flexible scheduling. Opportunities for professional growth and development. A dynamic and supportive work environment. Join Our Team If you're a compassionate and skilled professional looking to make a difference in the lives of individuals experiencing homelessness, we encourage you to apply. As a CES Help Center Agent, you'll be part of a critical support system, providing vital services to those who need it most. Apply now and take the first step towards a rewarding new role. We're committed to diversity and inclusion, and people with a criminal record are encouraged to apply. Don't miss this opportunity to join our mission and make a meaningful impact. Apply today! Apply for this job