Employment Opportunities

IMPACT currently has the following open positions

IMPACT IS AN EQUAL OPPORTUNITY PROVIDER

Community Resource Specialist All shifts

IMPACT is looking for a Community Resource Specialist, to work 1st , 2nd and 3rd 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.

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 preferred.

Access Point Intake Specialist - Fee-For-Service

As part of IMPACT Alcohol and Drug Abuse Services Program (AODA), the Intake Specialist screens clients for eligibility for Milwaukee County funded AODA treatment at community locations, such as hospitals and social service organizations, and determines appropriate level of care.  The Intake Specialist facilitates referrals to the agency selected by the client.  The Intake Specialist is also responsible for voucher maintenance information.  The Intake Specialist must have reliable transportation, a valid driver’s license and a vehicle insurance.

This is a fee-for-service position. Your rate of pay will be $100 per case / $15 per hour for training, team meeting or other non-case work you might be asked to do.  There will be a minimum of four cases per week.  Initial and subsequent client contact, related documentation, and record keeping are considered to be one case.

Responsibilities

• Screens clients at identified community locations for eligibility and appropriateness for Milwaukee County funded AODA treatment and Milwaukee County funded Ancillary services.
• Enters client data at time of initial screening and document pertinent facts in client's file.
• Refers eligible clients to agency of their choice and sets up initial intake appointment also have clients pick and Recovery Support Coordinator (RSC) agency.
• Maintains communication (E-mails) with all agencies involved with clients.
• Keeps daily log of clients seen and documents referrals.
• Maintains regular phone contact with Milwaukee County AODA Bureau regarding voucher details/changes.
• Assist clients with other social service needs - housing/shelter, mental health care, and medical care.
• If client is ineligible for county funding, works with client on alternatives for treatment.
• Conducts monthly case reviews and closing of vouchers.
• Adheres to IMPACT values of team, customer service and value added.
• Ensures that IMPACT is compliant with applicable federal, sate, and local laws ensuring client confidentiality.
• Adheres to Milwaukee County policies and procedures 

Background / Experience

• Master Degree required.
• CSAC preferred.
• AODA experience required.
• Possess the ability to learn and use computer software needed to maintain Milwaukee County AODA Bureau system.
• Customer service experience.

Abilities and Skills

• Excellent customer service skills, both internal and external.
• Able to work effectively in a team-oriented environment.
• Effective written and verbal communication.
• Strong problem-solving skills.
• Commitment to accuracy and detail.
• Strong judgment and decision making skills.

Bilingual Customer Service Representative

IMPACT as an opening for a Bilingual Customer Service Representative to answer phones, greet clients, and enter data at IMPACT Access Point.  Effective verbal and written communication in both English and Spanish is required.  This is a full-time (37.5 hrs/wk) position working Monday - Friday.  Three days a week 8:00am to 4:30pm and two days 11:30am-8:00pm.

Requirements / Skills

• Greet clients and visitors as they arrive: have clients complete necessary documentation, verify identification and process payments.
• Scheduling client appointments
• Be able to learn Avatar and Driver Safety Program systems.  Ability to read and relay information from the system to the client related to the client's case.
• Prepare, maintain and update client files and all related paperwork.
• Maintain all voucher files.
• Send and receive fax communication between Access Point and provider agencies, including client screen packets.
• Attend all team meetings and trainings with Program Director and screeners.
• Maintain all excel spread sheets for IMPACT and Milwaukee Behavior Health.
• Monthly case review and closing of vouchers.
• Conduct all follow-up survey calls to the clients.

Background / Experience

• Customer service experience
• Computer software familiarity (Microsoft Excel, Microsoft Word)

Abilities and Skills

• Excellent customer service skills, both internal and external.
• Able to work effectively in a team-oriented environment.
• Effective written and verbal communication in both English and Spanish.
• Cultural competency skills necessary to work effectively with diverse customers.
• Good judgment, decision-making and problem-solving skills.
• Accurate and detail oriented.
• Ability to work effectively in a team-oriented environment.

Community Resource Specialist 3rd shift

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.

The hours for this full time position will be scheduled between 11:00pm and 7:00am weeknights and 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