Enhanced Services Specialist Disability Information and Access Line (DIAL)
The Disability Information and Access Line (DIAL) is a newly established call center that aims to help people with disabilities access the COVID-19 vaccine. By leveraging over 30 years of call center expertise and a range of disability partners in the development and launch of the new call center, DIAL will connect users to local resources which can help them access the COVID-19 vaccine and other critical community-based supports.
Funded by the Administration for Community Living and administered by the National Association of Area Agencies on Aging (n4a), DIAL can help connect people to disability resources nationwide. The service is operated through a call center, staffed by trained information specialists and supported by a team of experienced human services professionals.
The Enhanced Services Specialist is responsible for receiving internally transferred complex calls that require additional time, resources and expertise to handle compared to a standard call. They connect people with disabilities, older adults and their families and caregivers who require additional consultation to appropriate home and community-based services and supports.
Enhanced Services Specialist
Program Coordinator, Information and Referral Systems
DUTIES AND RESPONSIBILITIES
Respond to both standard and complex requests for information about home and community-based services for people with disabilities, older adults and their families/caregivers through telephone contact, chats, texting, voicemails and emails; assess inquirer needs; provide reliable and accurate referrals to approved agencies and programs; transfer callers to appropriate resources; follow established protocols and performance standards; complete required reporting and documentation; and provide consultation and referral assistance to internally transferred callers who have greater complex needs, report that they are in crisis and need immediate assistance, and/or take more time to find resources than standard calls.
WORK HOURS AND LOCATION
This full-time non-exempt (hourly) position with full benefits is based in n4a’s Washington, DC, office. The call center operates Monday through Friday from 9:00 am to 8:00 pm ET.
Due to the ongoing pandemic, currently this is a remote work position with an expectation to return to our physical office in the future once it is deemed safe. Requirements to successfully work remotely are a strong home internet connection (greater than 10 mbps) and a quiet workspace to take calls throughout an 8.5-hour shift.
SALARY AND BENEFITS
n4a is an Equal Opportunity Employer. People with disabilities are encouraged to apply. We offer a competitive salary and an excellent benefits package.
This is a grant funded position for 1.5 years. While there is not currently funding for this position after September 2022, if additional funding is identified employment could be extended.
Submit a resume to firstname.lastname@example.org. Note the job title in the email subject line. We cannot respond to all applications and unsolicited phone calls or emails will not be returned.