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Community Resource Specialist

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IMPACT Alcohol and Other Drugs


As a member of the IMPACT 2-1-1 team, provide quality support to all of IMPACT and its' outside customers demonstrating IMPACT's philosophy of customer service, teamwork and value added. Answers IMPACT 2-1-1 information and referral line and its tie-in agency's incoming telephone calls. Community Resource Specialists provide the following services: problem assessment, problem solving, information and referral, and assistance in the development of an action plan to customers within the scope of family, health, and social services that appropriately meets their needs. One full time and two part-time positions are available. The hours for the full time position will be scheduled between 7:00am and 7:00pm Monday through Friday with rotating weekends. The hours for the part time positions will be scheduled between 7:00am and 4:00pm Monday through Friday with rotating weekends. Principle ResponsibilitiesParticipate in a comprehensive initial training program.Provides assessment, problem solving, information and referral, and crisis intervention when necessary in an empathetic and nonjudgmental manner.Assists customers in developing an action plan.Asks all customers permission to conduct a Customer Satisfaction Survey during the initial call.Accurately documents customer contacts in a computerized database and other means.Provides advocacy for customers experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs or groups.Keeps informed of and demonstrates knowledge of all special service programs.Ability to effectively work in and adapt to ongoing necessary changes.Works varying work schedules. Ensures that IMPACT is compliant with applicable federal, state, and local laws ensuring client confidentiality.Participates in ongoing training and staff meetings. Education/ExperienceBachelor's degree or equivalent work experience.AIRS Certified Information and Referral Specialist (CIRS) or willingness to become a CIRS.A minimum of one-year customer service experience.Social services-related experience preferred.Computer proficiency necessary. Abilities/SkillsExceptional customer service skills, both internally and externally.Able to work effectively in a team-oriented environment.Exceptional verbal and written communication skills.Good judgment, problem solving and decision making skills.Bilingual ability preferred.Possesses cultural competency skills to work effectively with diverse customers and staff.Ability to respond effectively to a variety of callers' social service needs.Ability to adapt to and apply on-going program development changes.

IMPACTChanging Lives. For Good.

IMPACT's family of services help restore the health and productivity of individuals, organizations and workplaces leading to an improved quality of life for our entire community. For more than 50 years, IMPACT programs have provided the motivation and means for those looking to take the first step toward regaining stability. Headquartered in Southeastern Wisconsin, IMPACT has established a productive collaborative relationship with leading businesses, funders, community stakeholders and other non-profit organizations.

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