Employment Opportunities

IMPACT currently has the following open positions

IMPACT IS AN EQUAL OPPORTUNITY PROVIDER

Assistant Researcher

IMPACT is looking for an Assistant Researcher to assist senior staff in the design, development, implementation, analysis, and summary of community-based research and program evaluation for a broad range of health and human services across Southeastern Wisconsin, as well as IMPACT 2-1-1.  The Assistant Researcher works with IMPACT 2-1-1 staff and others in developing summaries and reports integrating data collected from contacts with 2-1-1.

Background / Experience

  • Bachelor’s degree in social sciences, health sciences, political science, or a related discipline from a four-year college or university.
  • Basic knowledge of research design, methods, and program evaluation.
  • Basic knowledge of survey development and other data collection tools.
  • Basic knowledge of databases (e.g. Access), data management, statistical software (e.g., SPSS).
  • Proficiency in Microsoft Word, Excel, PowerPoint for report production and data visualization.
  • Interest and ability to develop new data-related skills.
  • Demonstrated written communication skills.
  • Basic knowledge of qualitative and quantitative data analysis and interpretation.
  • Basic knowledge of non-profit and government agencies, diverse community groups, and/or consumers of health or human services.

Abilities and Skills

  • Exceptional attention to detail and accuracy, with strong organizational skills. 
  • Ability to work collaboratively with staff, funders, and stakeholders.
  • Excellent interpersonal and customer service skills.
  • Ability to work with diverse groups and a wide range of work styles.
  • Ability to be an active member of a team, taking initiative and asking for assistance when needed.
  • Strong written and verbal communication skills.
  • Interest in and curiosity about social services and public health.

Bilingual AODA Assessor (Fee-For-Service)

IMPACT is looking for a Bilingual AODA Assessor to work with our Impaired Driving (OWI) clients, and others, to assess their needs and provide recommendations and referrals to appropriate resources in the community. The AODA Assessor is also responsible for documentation and case management services. Fluent in both English and Spanish required. This is a fee-for-service position. The hours/days are flexible, Monday through Saturday. The pay is on a per case basis.

Principal Responsibilities

  • Conduct AODA assessments in-person
  • Provide recommendations and referrals to the appropriate community resources.
  • Provide case management services as appropriate.
  • Maintain all documentation records in a timely manner.
  • Attend all Assessment and Referral department meetings.
  • Attend agency meetings as assigned.
  • Other duties as agreed upon.
  • Ensures that IMPACT is compliant with applicable federal, state, and local laws ensuring client confidentiality.
  • Maintain continuing education hours for the Wisconsin Department of Regulation.

Education / Experience

  • AODA experience required
  • SCA Required, CSAC preferred

Abilities / Skills

  • Excellent customer service skills
  • Effective verbal and written communication
  • Ability to learn and use computer software
  • Solid knowledge of chemical dependency / abuse issues and recovery basics

Community Resource Specialist 2nd Shift

IMPACT is looking for a Community Resource Specialist, to work 2nd shift Weekdays and Weekends.  Candidates fluent in both Spanish and English are strongly encouraged to apply.

The primary responsibilities include answering IMPACT 2-1-1 incoming telephone calls and providing information and assistance to customers within the scope of health, family, and social services.

Education / Experience

  • Bachelor’s degree or equivalent work experience
  • AIRS Certified Information and Referral Specialist (CIRS) or willingness to become a CIRS
  • A minimum of one year customer service experience; social services-related experience preferred
  • Typing skills and computer proficiency necessary.

Qualifications

  • Exceptional customer service skills, both internal and external.
  • Able to work effectively in a team-oriented environment.
  • Exceptional verbal and written communication skills.
  • Strong judgment, problem solving and decision making skills.
  • Bilingual ability a plus.
  • ossesses cultural competency skills to work effectively with diverse customers.
  • Ability to respond effectively to a variety of callers’ social service needs.
  • Ability to adapt and apply on-going program development changes.

Accountant

Position Summary

As a part of the Administration Department, provide quality support to all of IMPACT and its’ outside customers and vendors in keeping with IMPACT’s philosophy of customer service, collaboration and value added.  This position has primary responsibility for all accounting transactions through the production of the monthly Financial Statements. The position also completes reconciliation and research of financial data as needed for management and annual audit. The position will assist in the monthly financial statement preparation and annual budgeting process. The position is responsible for documenting accounting policies and procedures.

Principal Responsibilities

1.      Assist with monthly financial statement preparation and annual budgeting process.

2.     Prepare and submit monthly Accounts Receivable invoices.

3.      Input month end journal, allocation and payroll entries as required.

4.      Reconcile General Ledger accounts on a monthly basis.

5.      Perform Accounts Payable functions from invoice coding and entry to payment of vendors.

6.      Document and maintain Accounting Policies and Procedures.

7.      Assists Controller with other projects, as assigned.

 

Background

4 year Accounting Degree preferred or 2 year Associates Degree minimum.

Experience

1.      Must be proficient in the use of Microsoft Word and Excel.

2.      Ability to learn and use accounting software. (Experience with SAGE 100 preferred)

3.      One year experience in a Financial Accounting Environment with general ledger as an area of emphasis preferred.

4.      Non-Profit experience and knowledge of Federal Uniform Guidance requirements preferred.

5.      Customer service experience preferred.

 

Abilities & Skills

1.      Accurate and detail oriented.

2.      Have strong computer skills.

3.      Understands the need for confidentiality regarding accounting information.

4.      Ability to meet deadlines and work unsupervised.

5.      Able to work effectively in a collaborative environment.

6.      Effective written and verbal skills.

7.      Good problem solving skills.

8.      Looks for opportunities to streamline processes while maintaining integrity of financial information.

9.      Understands internal controls and how to identify weaknesses.

Bilingual Access Point Supervisor

The IMPACT Access Point Supervisor organizes and directs daily operational activities within the Access Point through the management, training, and guidance of Access Point Screeners.  The goal is to ensure execution of their daily tasks and meeting of performance goals as well as ensuring adequate staffing levels.  The supervisor provides support, guidance and feedback to the team as well as monitors agents and calculates Access Point performance; analyzing reports to provide feedback.

Principal Responsibilities

  • Communicate IMPACT’s purpose, core values, vision to the employees.
  • Ensure successful attainment of departmental objectives
  • Motivate and inspire the team to surpass their potential.
  • Improve the team communication through modeling good skills and facilitating communication among members of the team, resolving any employee issues that may present.
  • Provide corrective feedback, documentation and disciplinary conversations to bring employees not performing according to expectations into compliance.
  • Create an environment of ownership, development and continuous improvement for the entire team.
  • Handle escalated calls, complaints, questions, and queries as necessary.
  • Document general reports on each team member’s performance and targets. 
  • Interview potential candidates and orient newly hired IMPACT Access Point Screeners. 
  • Perform reviews with input from Program Director.
  • Perform Internal training to ensure quality standards are met.
  • Prepare and monitor schedules to control optimal staffing levels.
  • Attend meetings and trainings as required.
  • Communicate with Program Director regarding any unusual situations or trends that affect the day-to-day operations of the Access Point.
  • Adhere to Milwaukee County policies and procedures
  • Manage mobile screens and residential staffing, conducting mobile screens when necessary.  Set up initial appointment for mobile screens.  Maintain contact with referral sources.
  • Help provide program reports and QA reports as indicated.
  • Serve as the Point person for TA with screeners.    
  • Actively participate in meetings.
  • Provide all activities of an Access Point Screener 
  • Conduct Monthly case review and closing of vouchers.

Background / Experience

1. Alcohol & Other Drug Abuse (AODA) experience required.
2. Master Degree Required Certified Substance Abuse Counselor (CSAC) preferred.
3. Supervisory training or experience necessary.
4. Ability to learn and use computer software needed to maintain Milwaukee County AODA Bureau system.
5. Customer service experience.
6. Ability to speak, read and write in Spanish is required.

Contact Center Supervisor

The IMPACT Contact Center Supervisor organizes and directs daily operational activities within the Contact Center through the management, training, and guidance of Community Resource Specialists.  The goal is to ensure execution of their daily tasks and meeting of performance goals as well as ensuring adequate staffing levels.  The supervisor provides support, guidance and feedback to the team as well as monitors agents and calculates call center performance; analyzing reports to provide feedback.

Principal Responsibilities

·         Communicate IMPACT’s purpose, core values, vision to the employees

·         Ensure successful attainment of departmental objectives

·         Motivate and inspire the team to surpass their potential

·         Improve the team communication through modeling good skills and facilitating communication among members of the team, resolving any employee issues that may present

·         Provide corrective feedback, documentation and disciplinary conversations to bring employees not performing according to expectations into compliance

·         Create an environment of ownership, development and continuous improvement for the entire team

·         Monitor, organize, and coach the team on a day-to-day basis

·         Ensure that employees follow their schedules properly as designed

·         Handle escalated calls, complaints, questions, and queries as necessary

·         Document general reports on each team member’s performance and targets

·         Provide day-to-day supervision of 2-1-1 Community Resource Specialists

·         Interview potential candidates and orient newly hired IMPACT 2-1-1 Community Resource Specialists

·         Perform 90 day, 180 day and yearly reviews with input from Program Director

·         Perform Internal training to ensure quality standards are met

·         Prepare and monitor schedules to control optimal staffing levels

·         Maintain and update training system

·         Attend meetings and trainings as required

·         Supervise and monitor new programs

·         Communicate with Program Director regarding any unusual situations or trends that affect the day-to-day operations of the 2-1-1 program

 

Skills and Specifications

·         Strong knowledge of customer care techniques and processes

·         Exceptional analytical and listening skills

·         Ability to operate well in a contact center team environment

·         Familiarity with several voice-logging systems and tools

·         Willingness and flexibility to work extended hours including nights and weekends

·         Natural aptitude for coaching, motivating, and interacting with people

·         Possesses cultural competency skills necessary to work effectively with diverse customers and staff

 

 

Help Desk Support, Sr.

As a member of the Information Technology Department, provide customer-focused support to all of IMPACT and the occasional outside customer in keeping with IMPACT’s philosophy of customer service, teamwork and value added.  This position supports all of the employees in their efforts to maximize their use of company equipment, identifies, documents and resolves issues; assists staff in learning and using software; and assists with special IT projects.

Position Summary

As a member of the Information Technology Department, provide customer-focused support to all of IMPACT and the occasional outside customer in keeping with IMPACT’s philosophy of customer service, teamwork and value added.  This position supports all of the employees in their efforts to maximize their use of company equipment, identifies, documents and resolves issues; assists staff in learning and using software; and assists with special IT projects.

 

 

Principle Responsibilities

·         Assists end users in identifying and resolving hardware and software issues; documents, tracks and monitors issues in order to provide a timely resolution while communicating status to user

·         Assists IMPACT staff work as efficiently as possible by helping find shortcuts, increasing software familiarity and efficiency of use, and suggesting ways to standardize processes

·         Performs initial desktop setup and configuration for new or moving staff

·         Develop and update instruction sets for IMPACT staff using computer systems

·         Support IMPACT agency cell phones

·         Deploy new workstations and hardware; install software upgrades

·         Assist in updating or transitioning departments to new software

·         General IT support, inventory documentation, user account setup

 

Background

·         Associate’s Degree preferred and 3-5 years of relevant experience.

 

Experience

·         Understanding and support of Microsoft products (Windows; Office; Dynamics)

·         Ability to learn and support other software and hardware

·         Helpdesk and customer service experience

·         Understand IT best practices, procedures and policies

 

Abilities & Skills

·         Customer-focused

·         Active listening skills

·         Effective written and verbal communication with non-technical staff

·         Strong troubleshooting & analytical skills

·         Ability to document, organize and track progress

·         Ability to think and react quickly and calmly

·         Willingness to learn

 

 

Community Resource Specialist

As a member of the IMPACT 2-1-1 team, provide quality support to all of IMPACT and its’ outside customers demonstrating IMPACT’s philosophy of customer service, teamwork and value added.  Answers IMPACT 2-1-1 information and referral line and its tie-in agency’s incoming telephone calls.  Community Resource Specialists provide the following services: problem assessment, problem solving, information and referral, and assistance in the development of an action plan to customers within the scope of family, health, and social services that appropriately meets their needs.

Full and part-time positions are available.

The hours for the full time position will be scheduled between 7:00am and 7:00pm Monday through Friday with rotating weekends.

The hours for the part time positions will be scheduled between 7:00am and 4:00pm Monday through Friday with rotating weekends.

Responsibilities

  • Participate in a comprehensive initial training program.
  • Provides assessment, problem solving, information and referral, and crisis intervention when necessary in an empathetic and nonjudgmental manner.
  • Assists customers in developing an action plan.
  • Asks customer’s permission to conduct a Customer Survey during initial call and conduct Customer Surveys.
  • Accurately documents customer contacts in a computerized database and other means.
  • Keep informed of ad demonstrates knowledge of al special service programs.
  • Ability to effectively work in and adapt to ongoing necessary changes.
  • Works with varying work schedules.
  • Ensures IMPACT is compliant with applicable federal, state, and local laws ensuring client confidentiality.
  • Provides advocacy for customers experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs or groups.
  • Participates in ongoing training and staff meetings.

Education

  • Bachelor’s degree or equivalent work experience.
  • AIRS Certified Information and Referral Specialist (CIRS) or willingness to become a CIRS.

Experience

  • A minimum of one year customer service experience; social services-related experience preferred.
  • Typing skills and computer proficiency required. 

Abilities/Skills

  • Exceptional customer service skills, both internal and external.
  • Able to work effectively in a team-oriented environment.
  • Exceptional verbal and written communication skills.
  • Good judgment, problem solving and decision making skills.
  • Bilingual ability a plus.
  • Possesses cultural competency skills to work effectively with diverse customers.
  • Ability to respond effectively to a variety of callers’ social service needs.
  • Ability to adapt and apply on-going program development changes.

Alcohol and Other Drug Abuse (AODA) Telephonic Assessment Specialist

IMPACT is looking for an experienced assessment specialist to provides telephonic consultation, problem solve, action plan development, recommendations, and referrals to appropriate resources within the scope of alcohol and drug, mental health and other family, health, and social services. Additionally this position will perform all the duties of a Community Resource Specialist (CRS) when not actively responding to callers requesting assistance related to substance abuse issues.

We currently have one full-time Weekdays position available as well a part-time, Evenings and Weekends position.

Successful candidates will have a demonstrated ability to

1. Assess the needs of customers in multiple domains including; alcohol and drug, mental health, trauma, work/life and other family, health and social service issues

2. Provide a compelling experience for customers that results in their feeling inspired, motivated, and hopeful

3. Help customers identify and clarify their needs

4. Help customers problem solve

5. Help customers assemble a plan of action and know their next step

6. Help customers identify and connect with appropriate resources

7. Provide the same level of exceptional customer service with internal customers (co-workers) as with external customers

8. Interface and build relationships with employers, resource providers and other partners in the community

9. Administer satisfaction and follow-up surveys

10. Accurate and efficient data entry including required IC Results Survey entry following each call

11. Maintain timely and accurate documentation

12. Represent IMPACT and it’s “Family of Services” in the community at resource fairs, health fairs, and other events

13. Participate in training and other ongoing professional development opportunities

14. Attend and participate in team and agency meetings

15. Follow all agency, state, and federal confidentiality and privacy rules and regulations

Background / Experience

1. Alcohol and Drug experience

2. Substance Abuse Counselor in Training preferred

3. Mental Health and trauma informed experience

4. Master’s Degree in mental health or related field a plus

Abilities and Skills

1. Strong assessment skills in the area of alcohol and drugs with the ability to screen for mental health and trauma

2. Genuineness and natural ability to connect with customers

3. Ability to work effectively in a team oriented environment

4. Effective written and verbal communication

5. Ability to do a high volume of work

6. Good problem solving skills.

7. Self-motivated

8. Good judgment and decision making skills

9. Fluent in both Spanish and English a plus

Coordinated Entry Mobile Screener

The Coordinated Entry Mobile Screener provides access to prevention/diversion  resources through accessing the 2-1-1 database  as well as  conduct the standardized vulnerability assessment at locations throughout the city with the highest volume of homeless individuals most in need.  The Coordinated Entry Mobile Screener will also have the capacity to be dispatched to meet the real-time needs of an individual experiencing a housing crisis. 

The Coordinated Entry Mobile Screener will provide quality professional services to internal and external customers and implement IMPACT's philosophy of teamwork, customer service, and value added, in the call center and in the community.

Background / Experience

  • Bachelor’s degree in Social Work or other human service studies preferred, but strong background of applicable work experience may substitute.
  • Experience as a fully trained IMPACT 2-1-1 Community Resource Specialist.
  • Demonstrate proficiency with MS Office products, including WORD, EXCEL, OUTLOOK and POWERPOINT as well as HMIS (ServicePoint)
  • AIRS Certified Information and Referral Specialist (CIRS) or willingness to become a CIRS.

Abilities and Skills

  • Possesses cultural competency skills to work effectively with diverse customers and staff.
  • Ability to respond effectively to a variety of callers’ social service needs.
  • Exceptional customer service skills, both internal and external.
  • Demonstrated strong interpersonal skills to build positive working relationships with outside agencies and organizations.
  • Excellent problem solving skills.
  • Exceptional verbal and written communication skills.
  • Good judgment, problem solving and decision making skills.
  • Self-motivated.
  • Demonstrated organization and time management skills.
  • Ability to work effectively in a team-oriented environment.
  • Ability to adapt to and apply on-going program development changes.
  • Bilingual ability preferred.
  • Computer proficiency necessary. 
  • Valid Wisconsin Driver’s License required as well as a current automotive insurance policy
  • A reliable vehicle is required to provide timely response to screening sites