Job Description
Summary The Department of Community and Human Services values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply, including Black, Indigenous, and People of Color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with lived experiences. King County's Department of Community and Human Services (DCHS) provides equitable opportunities for people to be healthy, happy, and connected to community. The Adult Services Division (ASD) of DCHS works in partnership with communities to develop, support and provide human services programs focused on achieving results in housing stability, financial stability, healthy living and social engagement for veterans, servicemembers and their families; older adults and their caregivers; and other populations who experience vulnerability. The division’s work also includes efforts to strengthen connections within, and improve access to, the human services system. Supportive Community Outreach, Programs & Engagement (SCOPE) Agents are key members of the ASD SCOPE Team, which is charged with coordinating systems and partnerships that expand access and strengthen community connection, helping residents reach the programs and supports they need. SCOPE Field Agents work a rotating schedule at various community sites. These positions provide direct customer service to internal and external partners and King County residents seeking connection to needed programs and resources. SCOPE Field Agents interface with customers in-person, via the phone, email, text messaging and instant messaging. These positions report directly to the SCOPE Outreach Manager. SCOPE Center Agents work at Adult Service Call Center. These positions provide direct customer service to internal and external partners and King County residents seeking connection to needed programs and resources. SCOPE Agents interface with customers in-person, via the phone, email, text messaging and instant messaging. These positions report directly to the SCOPE Center Manager. SCOPE - The Early Support for Infants and Toddlers (ESIT) Specialist work at the Adult Service Call Center and provides timely linkages and connections to services with community-based ESIT providers organizations. ESIT promotes equitable outcomes for families with children, ages birth to there, who have developmental delay or disabilities. Eligible infants and toddlers , and their families, are entitled to individualized, quality developmental services in accordance with the federal I ndividuals with Disabilities Education Act (IDEA), Part C. These positions report directly to the SCOPE Center Manager. This recruitment is to fill a 7 open position as follows: 3 Career Service SCOPE Field Agents, 1 Career Service ESIT Agent, and 3 Term-Limited Temporary (TLT) SCOPE Center Agent positions that are anticipated to extend 12 months. If filled by a King County employee who has passed their initial probation, the TLT will be as a Special Duty Assignment (SDA). Job Duties To be considered minimally qualified applicant must demonstrate a background that provides the knowledge, skills and ability to: Engage with King County residents at various sites within geographic King County. Provide information about ASD’s Resource Access services to King County residents and aid them in accessing them. Field inquiries from internal and external customers via phone, email, internet application and in-person. Process referrals for King County Early Supports for Infants and Toddlers Program. Utilize resource database and/or web application to search and analyze available resources for customers. Answer questions, recommend resources and/or connect directly to services, as appropriate. Refer customers in need or additional assistance to ASD’s short-term case management professionals, via internal referral system. Monitor and respond to customer complaints or concerns to ensure customer satisfaction. Coordinate and communicate with other department staff to ensure customer needs are addressed. Escalate calls/contacts to managers, as appropriate. Maintain records by completing case notes and logging actions. Complete required paperwork, reports and data entry. Maintain customer confidentiality by strictly adhering to HIPPA and other applicable policies and protocols. Update job knowledge by participating in educational opportunities, reading professional publications, maintaining professional networks and participating in required training. Provide feedback to supervisors and recommend changes to company policies or procedures based on customer feedback.