Serving the 13-County Augusta, Georgia – Aiken, SC area
Augusta Warrior Project—a local nonprofit with strong values, great people and a great opportunity—seeks motivated, productivity-minded candidates who have strong experience in handling inbound inquiries via telephone and internet, plus a commitment to helping Veterans and their families
AWP’s mission is to connect Warriors with resources that improve their lives. http://augustawarriorproject.org/
Job Description
The Intake & Referrals Coordinator plays a critical role in supporting Augusta Warrior Project’s mission of helping local veterans—who have multiple diverse needs—by acting as a first line of contact. Daily responsibilities include answering intake phone lines (e.g., 2-1-1 human services hotline), responding to inquiries from our website, documenting information in database systems, routing calls and questions to appropriate individuals, and researching opportunities within local and national resources.
Good communication—speaking, writing, and listening—is essential for this role, as are professionalism, initiative, and commitment to quality work. The candidate must be a Veteran, the spouse or family member of a Veteran, or someone with at least three years of experience working in the military. Successful candidates should have at least three years’ experience in an office environment using databases and other electronic/office automation, and at least one year working in a contact center, answering an information/crisis line, or otherwise handling high call volumes. Credentials and experience as a social worker would be a plus.
The new Intake & Referrals Coordinator will join a nationally recognized best-practices local organization that is committed to supporting veterans, and will work with a highly motivated team of professionals in a demanding and emotionally rewarding environment.
Answer all incoming telephone calls and email inquiries in a professional and efficient manner
Gather information and assess caller or Veteran’s situation rapidly and accurately
Create appropriate and timely referrals within AWP, based on Veteran’s identified need
Conduct formalized intakes and assessments with qualified individuals
Obtain and record Veteran’s demographic information and brief description of caller or Veteran need
Coordinate with other staff to ensure the referral process is smooth
Register qualified Veterans in the Wounded Warrior Project Alumni Program
Monitor and follow up on internal referrals and courses of action
Perform outreach services to assist in the maintenance of the ReferNet database and assist with any necessary reporting
Assist in attaining AIRS accreditation (Alliance of Information and Referral Systems)
Participate in Augusta Warrior Project and 2-1-1 committees, teams, or task forces, as required
Ensure that the 2-1-1 or intake process is complete and that all information is entered into the organization’s databases
Maintain an acceptable level of call-handling and customer service performance as described by AIRS Standards
Implement new AWP and 2-1-1 and outreach programs/services by completing and maintaining all scheduled training, executing assigned tasks, and promptly providing feedback as required
Alert supervisor to barriers, changes, gaps, problems or issues in the 2-1-1 and outreach program service systems
Veteran or Spouse/Family Member of Veteran or minimum three to five years working with the military (required)
At least three years in a corporate office environment using database and other electronic/office automation; non-profit experience is a plus
One year in call center, information/crisis line or dealing with high call volume
Proven ability to use Microsoft Office, Outlook, Word, Excel, PowerPoint
Bachelor’s Degree in social work, sociology, psychology, counseling or related field, or significant work experience in the information and referrals discipline
Knowledge of health and human services resources throughout the Greater Augusta and Aiken areas
Ability to type accurately and proficiently at a high rate of speed
Must have reliable transportation, valid driver’s license, registration, and insurance
Personable and great at interpersonal communication – active listener, excellent oral and written communication skills
Attention to details, effective coordinator , very organized, and consistently performs at a high level of excellence
Self-directed; results-oriented
Flexible with a preference for a fast-paced, dynamic environment
Humble; emotionally mature enough to handle the challenges of helping Veterans and their families who are in need of assistance and encouragement
Demonstrated ability to multi-task, prioritize work and reprioritize as needed
Maintains confidentiality in handling all records, files, and documents
Sincere commitment to working collaboratively with all staff, board members, volunteers, donors, community supporters, and program participants
Proven attendance track record; reports to work on time and maintains low employee absenteeism
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified.
Physical Demands Relating to Responsibilities:
Able and willing to perform in a dynamic work environment with many hours of sitting and telephone and computer use.
Work Environment:
The individual in this position can expect to work in a normal office environment with a moderate noise level and also in a crisis call center.
Some travel is necessary, to meet with Veterans and attend meetings.
This individual will be required to work some evenings and/or weekends to support special events.
Compensation: Competitive Salary
Augusta Warrior Project is an equal employment opportunity employer and participates in the E?Verify program. Augusta Warrior Project’s model is based on developing a proactive relationship with Warriors in order to prevent or mitigate life crisis by holistically addressing issues early and collectively with our partners. Warrior assistance is coordinated by Augusta Warrior Project advocates. Our collaborative relationships with local, state, and national organizations ensure the well-deserved support for our Warriors and their families.