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INTRODUCTION

The Quality Assurance Team Lead delivers quality, professional information, referrals, and consultation on health and human services to individuals in need of assistance. The role also performs tasks related to call monitoring, quality assurance evaluation, and peer coaching of Information & Referral (I&R) Specialists in accordance with Inform USA standards. Additionally, the Quality Assurance Team Lead contributes to special projects and other United Way of Greater Houston initiatives.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

- Monitors I&R Specialists, via silent or side-by-side monitoring methods, to ensure they are assisting 2-1-1 callers in accordance with Inform USA standards and internal service protocols. Utilizes the HELPLINE’S most current feedback and evaluation tools to assess call handling, documentation accuracy and referral appropriateness. Keeps up-to-date, accurate records on all monitored calls according to established protocols. Provides peer coaching to I&R Specialists to enhance call quality, customer service, and adherence to standards. Communicates trends to Service Delivery Manager.

• Receives incoming HELPLINE English and/or other language calls/emails/texts/chats, assesses clients’ needs and makes appropriate referrals to social service agencies, programs and services. Keeps up-to-date, accurate records on all calls and follows-up on cases according to established protocols. Consistently meets or exceeds call monitoring quality standards in their own performance, modeling best practices for the team.

• Participates in internal United Way of Greater Houston events and stays informed on social issues, programs and changes in services. Attends staff meetings, conferences and workshops for professional development. Assists manager with planning team activities. Participates on assigned special projects, United Way Initiatives, and committees. Performs other duties as assigned.

Education:

An associate’s degree or higher in social work, sociology, psychology, or a related field from an accredited university is required.

SKILLS & EXPERIENCE:

- Three (3) years’ experience in a social services role performing similar duties. Experience in quality assurance, training, mentoring or peer coaching in a social service or call center environment preferred.

• Demonstrated evidence of providing accessible and high-quality, empathetic and comprehensive customer service through interviewing, assessment and proactive problem-solving skills.

• Demonstrated knowledge of community resources.

• Commitment to improving access to services for vulnerable populations and promoting awareness of basic needs resources for all.

• Effective verbal and written communication skills. Meticulous documentation skills for internal and external records are required.

• Ability to use computerized equipment to answer incoming calls and various messaging formats.

• Proficiency in Microsoft Office Suite, the use of databases, and generating reports.

• Demonstrated ability to effectively work with diverse populations and personality types.

• Demonstrated success in handling confidential information and maintaining high moral and ethical standards.

• Ability to foster a workable, effective, and productive relationship with other staff, administration, volunteers, agencies, and clients.

CERTIFICATION(S):

Certified Resource Specialist (CRS) through Alliance of Information and Referral Systems (AIRS) required.