Urgent Call Center Professional

Sunrise Services, INC. is seeking an Urgent Call Center Professional for our Supported Living program!

Come join a dynamic, team-driven environment, that features an abundance of opportunity for growth and development! At Sunrise, you not only start a job, but a career that truly makes a difference in the lives of others!

About the Program:

The supported living program offers assisted-living services to adults with a wide variety of developmental disabilities and varying levels of skill and independence. At Sunrise, we promote a high-quality of life, self-determination, and independence, by providing needed support for daily living tasks.

General Responsibilities:

The Urgent Call Center (UCC) Staff are responsible for taking phone calls from multiple departments of Sunrise Services once their offices close for the day. These calls may be from clients, staff, or other community partners. UCC staff must be aware of which program the caller is from and then determine what the caller needs, whether this is a concern that needs to be addressed now or wait until office hours, and what resources are available and appropriate to meet that need. UCC staff are responsible for most of the documentation that the company relies on in order to properly serve our clients' needs and remain in compliance with local, state, and federal guidelines. UCC staff working Med Support shifts also go to client homes to assist with medication coverages, delivering needed items or forms, and making needed changes to paperwork at sites after-hours. UCC staff cover the essential functions of the staffing department after-hours and can perform retraining to direct care staff as able or directed to.

Essential Functions:

• Answer and respond to all after-hours calls from Sunrise staff and clients.
• Provide appropriate support and direction to callers for client health and safety, individual client service plans, UCC Policies, Sunrise Policies and Procedures, and any local, state, or federal guidelines.
• Log calls and complete appropriate documentation.
• Provide timely notification to appropriate Sunrise Staff of incidents and information by email or phone call.
• Cover staffing duties. Ensure that Call Ins are covered quickly and appropriately per client service plans and program requirements. May need to reassign Direct Support Professional schedules as needed to ensure appropriate coverage. Utilize the chain of command for the particular department if emergency site coverage is needed. Document all changes to the Staffing department in an email or using a Call In slip.
• Provide excellent customer service to all callers whether they are Sunrise Staff, Sunrise Clients, or other community members.
• Be aware and know the location of other resources such as Policy Manuals, lock box code lists, and medical information.
• Respond promptly and appropriately to client target behaviors, problems at residences, or other emergencies. Partner with the supervisor if you need a supervisor to go to site and address the issue in person.

Read, Orient, and become Nurse Delegated for all clients as possible in order to cover UCC med support shifts. This also helps to build knowledge of the clients you are serving.

• Participate in specialized training and other professional development activities designed to update knowledge, enhance and increase skills, foster professional growth, and maintain required Licenses and Certifications.

Schedule:

Part-time; 32 hours. Friday- Monday 12a-8a

Essential Requirements:

Education: High School Diploma or Equivalent Required

Experience: 6 Months working for Sunrise Services or equivalent knowledge of Sunrise Policies and Procedures required. 1-year experience working with clients with developmental disabilities or equivalent experience, preferred.

Licensure/Certification:

• DSHS background clearance required and federal finger printing.
• Obtain CPR/ First Aid Certification and NAR within 90 days of hire.
• Attend training required by applicable laws.

Other Considerations:

• At least 18 years of age.

Valid driver's license (we will require it to be a WA state license)

1 year of driving in the US with an acceptable 1 year driving record.

$50,000 automobile liability insurance,

Must have reliable transportation or a personal vehicle.

Compensation:

• $20.77 - $22.03/hour
• Wages are determined by applicable industry experience, education, and certifications/licensure.

Benefits:

• Medical, dental, & vision plans
• Paid vacation - Earned at .04 per hour worked for hourly employees, and 6.67 per month for salary (equates to about 2 weeks per year for full-time employees)
• Sick Leave - 1 hour per 40 hours worked (equates to about 52 hours for full-time)
• Holiday pay, with 8 holidays observed
• Paid 'Floating' Holiday to be used on a day of choice
• Health Savings Account
• Health Reimbursement Arrangement
• Basic Life & AD&D insurance
• WA Paid Family Medical Leave
• Employee Assistance Program
• Pet Insurance
• Legal & IDShield
• Accident, Critical Illness, & Hospital Insurance
• 401K (Currently matching 50%)
• Life Insurance
• College savings plan

Why Sunrise Services Inc?

• An abundance of opportunity for growth and development
• Supportive, Team-driven culture
• Competitive benefits and Compensation plan
• Making a true difference in the community, and the lives of vulnerable individuals

To comply with Federal law, Sunrise Services participates in E-Verify. All newly-hired employees are queried through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify their identity and employment eligibility. We are an Equal Employment Opportunity Employer.