Position Description

Part-time, Hourly, 15 hrs. a week 

Hours:  8am-1pm M/W/F or 8am-1pm T/W/Th 

Background check before hire

Probationary Period: 90 days or less from date of original hire

Reports To:  Serve the City Executive Director

Serve the City/Care Network Overview

• Serve the City exists as a platform for pastors, church and community leaders, business leaders, ministries, and other followers of Christ to practically serve their neighbors together. STC achieves this mission through monthly Leadership Gatherings, community events like Voices of Hope, Good Friday Prayer Breakfast, Evenings of Prayer & Worship, and the Care Network initiative
• Care Network connects those in need to a faith family, providing a way for the Church to make significant long-term and even eternal differences in the lives of people in our community. This is accomplished through our Call Center where referral calls are verified, and a manageable care plan is created through both community resources and unique church resources.

Connection Center Coordinator (CCC) will manage incoming Care Network calls for the purpose of gathering information about the caller’s needs, possible root causes of those needs, and praying with clients over the phone. CCC, along with Call Center Volunteers (CCV), will be responsible for verifying intake information with applicable sources, and develop a care plan to communicate back to referring church or agency. CCC will also be responsible for coaching CCVs, collaborative training, relationship building and communication with partner churches and community services (agencies, ministries, resources).

Call Center hours are 9:30a-12:30a M-F

Hours:  8am-1pm M/W/F or 8am-1pm T/W/Th (flexible)

Skills/Qualifications

• Excellent communication skills
• An understanding and commitment to a transformational process for clients, churches, and volunteers
• Self-motivated, dependable, and responsible
• Ability to multi-task and work with multiple interruptions
• Working knowledge of Microsoft Office, Word, Excel, Outlook, and the ability to learn and use other computer programs
• Strong commitment to prayer
• Ability to collaborate with others and work as a team
• Strategic thinker, problem solver

Examples of Essential Work

• Answering referral calls requesting help or services, listening to their story without bias, responding with compassion, discernment through prayer and question asking, exploring possible root causes of needs.
• Following scripted intake procedure while also applying appropriate “common sense” questions to gather as much information as possible. Making calls to verify information i.e., employer, landlord, agencies, case worker, family members, etc.
• Listening with care to CCV calls to assure professionalism, consistency, and encouragement.
• Data entry to include all pertinent statistics for the call center
• Initiating communication with partner churches and agencies, updating information, relationship building and servant leadership
• Continue to build community resource information through research and discovery
• Lead short morning devotional and prayer with call center team

Other Requirements

High school diploma or GED required

Previous call center or consultative skills preferred

Agree with and be willing to uphold the Statement of Faith and the policies of Serve the City.