PURPOSE OF POSITION
The Kynect Resource Specialist will increase 211 Contact Center and network capacity to serve as the telephonic support for all residents in the Metro Louisville and Elizabethtown service areas accessing Kynect Resources in coordination with the Cabinet for Health & Family Services, and all organizations onboarding to support those residents.
KEY RESPONSIBILITY AREAS:
1. Maintain knowledge and understanding of community resources, including information from the database and daily updates via Intranet and written resources.
2. Provide proactive outreach and reactive response to direct community partners to Kynect Resources, assist with submitting the partner request form, accepting their site, assist with questions related to the onboarding process and assist with directing the community partner to online training materials.
3. Review community partner access requests to Kynect Resources and approve or deny the requests within Kynect Resources.
4. Train/assist community partners with logging in to manage referrals and closing referrals-including backlogged referrals based on the specific need of the partner.
5. Share information about Kynect Resources with residents who interact with United Way and the 211 Contact Center.
6. Complete follow up calls to open referrals with outbound calling to confirm if the needs has been met or is still open, ensure the resident connects with the agency for support if needed and close the open referral in Kynect resources when necessary.
7. Develop new community resources using various research and collection methods including internet, survey forms, brochures and/or direct contact with service agency representatives.
8. Participate in and represent Kynect in outreach to community groups, local businesses and health & human service providers to enhance knowledge, understanding and use of 211 services.
9. Respond to calls and provide appropriate referrals.
10. Ensure ongoing performance quality of center by collecting statistical data and observing/monitoring daily operation.
11. Develop and maintain in-depth knowledge of the database system including but not limited to data entry, reporting, system maintenance, etc.
12. Maintain knowledge of all telephone and contact center equipment and software.
13. Have comprehensive knowledge of the taxonomy system used for the resource database.
14. Develop strategic partnerships with service providers, state organizations, etc. to support the mission of Kynect and 211.
15. Participate in resource development efforts as requested.
16. Complete other projects/tasks as assigned by Executive Management.
Job Type: Full-time
Pay: $43,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
Schedule:
Education:
Experience:
- Customer Service: 2 years (Required)
Location:
- Elizabethtown, KY (Required)
Work Location: Remote