Phone Operator / Resource Line Specialist
Position Title: Phone Operator / Resource Line Specialist
Department: Family Gateway North
Reports To: Chief Program Manager or Director of Family Gateway Shelter & Services
Employment Status: Full-Time
Position Summary
The Phone Operator / Resource Line Specialist serves as the first point of contact for families experiencing or at risk of homelessness. This position provides compassionate, trauma-informed support to callers seeking shelter, housing assistance, community resources, referrals, and crisis intervention services.
The ideal candidate possesses a calm and reassuring phone presence, strong active listening skills, and the ability to remain empathetic and professional while handling high volumes of emotionally charged calls. This role requires the ability to work independently for extended periods while maintaining accuracy, confidentiality, and exceptional customer service.
Essential Duties and Responsibilities
Family Engagement & Support
- Answer incoming calls from families experiencing homelessness, housing instability, or other crises.
- Utilize trauma-informed care principles to create a safe, welcoming, and non-judgmental experience for callers.
- Listen actively and assess immediate needs while maintaining empathy and professionalism.
- Provide accurate information regarding shelter services, housing programs, community resources, and referrals.
- De-escalate emotional situations using calming communication techniques.
- Maintain a respectful and culturally responsive approach when serving diverse populations.
Information & Referral Services
- Conduct preliminary screenings to identify family needs and eligibility for services.
- Provide referrals to community partners, emergency assistance programs, healthcare providers, schools, food resources, transportation services, and other supportive services.
- Educate callers about available programs, requirements, and application processes.
- Document interactions accurately in designated databases and case management systems.
Administrative Responsibilities
- Maintain detailed and accurate call logs and documentation.
- Protect confidential and sensitive client information in accordance with agency policies and regulations.
- Monitor voicemail systems and return calls in a timely manner.
- Update resource databases and referral information as needed.
- Communicate effectively with internal departments regarding urgent family needs.
Crisis Response
- Identify urgent safety concerns and follow agency crisis protocols.
- Provide immediate support and appropriate referrals for families facing emergency situations.
- Escalate concerns to supervisors or crisis staff when necessary.
- Maintain composure during high-stress interactions and emergencies.
Required Qualifications
- High School Diploma or GED required.
- Minimum of 2 years of experience in customer service, call center operations, social services, crisis intervention, homeless services, healthcare, behavioral health, or a related field.
- Experience working with vulnerable populations preferred.
- Demonstrated ability to communicate clearly, professionally, and compassionately by phone.
- Strong computer skills and ability to document accurately while speaking with callers.
- Ability to maintain confidentiality and professional boundaries.
- Excellent organizational and time management skills.
- Ability to work independently with limited supervision.
Preferred Qualifications
- Experience in homeless services, housing programs, shelters, crisis hotlines, or nonprofit organizations.
- Knowledge of local community resources and social service systems.
- Bilingual abilities strongly preferred.
- Training in Trauma-Informed Care, Motivational Interviewing, Crisis Intervention, or De-escalation Techniques preferred.
Required Skills & Competencies
Communication Skills
- Calm, soothing, and professional telephone voice.
- Excellent active listening skills.
- Ability to communicate clearly during emotional or stressful situations.
- Strong verbal and written communication abilities.
Trauma-Informed Care Competencies
- Demonstrates empathy, patience, and compassion.
- Understands the impact of trauma on behavior and decision-making.
- Promotes dignity, choice, collaboration, empowerment, and safety.
- Avoids judgmental language and interactions.
Independent Work Competencies
- Comfortable working independently for the entirety of a shift.
- Self-motivated and able to remain focused with minimal supervision.
- Able to manage multiple tasks while maintaining accuracy and professionalism.
- Demonstrates reliability, accountability, and sound judgment.
Physical and Work Environment Requirements
- Primarily sedentary work involving prolonged periods of sitting.
- Frequent use of telephone, headset, and computer systems.
- Ability to remain at a workstation for extended periods.
- Ability to handle emotionally challenging conversations throughout the workday.
- May require occasional holiday availability.
Pay: From $17.85 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Family leave
- Flexible spending account
- Free parking
- Health insurance
- Life insurance
- On-the-job training
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Work Location: In person
