Tuscarora Intermediate Unit 11 · 5 days ago
CONNECT Helpline Customer Service Staff
Harrisburg, PA
Full-time
Onsite
New Grad, Entry LevelTuscarora Intermediate Unit 11 is a regional educational entity that provides professional development and supportive services to Pennsylvania's Early Intervention system. They are seeking a CONNECT Helpline Customer Service Staff to provide confidential assistance to families regarding children's developmental concerns and ensure they are connected to local programs for appropriate screening or evaluation.
EducationHigher EducationTraining
Responsibilities
Lead staff for the CONNECT Helpline for the statewide Office of Child Development and Early Learning (OCDEL) / Bureau of Early Intervention Services and Family Supports (BEISFS)
Maintain compliance with federal and state requirements, processes and guidelines related to the operations of the CONNECT Helpline
Maintain compliance with the Family Educational Rights and Privacy Act (FERPA), Health Insurance Portability and Accountability Act (HIPAA) and all confidentiality requirements
Complete FERPA and HIPAA privacy training annually and report any compliance concerns to the Project Manager
Gather required information from callers through the CONNECT helpline in a professional manner, using courteous techniques and good judgement
Effectively and efficiently enter data on all contacts made to CONNECT into the CONNECT Data Base in a timely manner. Contact include, but not limited to, form submissions from the Pennsylvania Department of Education (PDE) and Department of Human Services (DHS) websites, calls to the phone line, email, fax, and Pennsylvania Department of Health (DOH) lead cards
Ensure all contacts through the CONNECT Helpline requesting an Early Intervention (EI) referral are sent to the appropriate local EI programs in accordance with procedures and timelines
Ensure all contacts through the CONNECT helpline expressing an EI concern that should be addressed by BEISFS are sent immediately to the BEISFS contact
Ensure information received through the CONNECT Helpline that are not referrals to EI Services are properly directed to appropriate resources in accordance with procedures and timelines
Prepare reports from the CONNECT Database as requested by OCDEL/BEISFS and the EITA Director/Assistant Director in a timely manner
Prepare ad hoc reports on activities through CONNECT as requested by BEISFS and the EITA Director/Assistant Director in a timely manner
Report concerns that affect the timely return of CONNECT calls immediately to the EITA Director and/or the Assistant Director/Project Manager or OCDEL/BEISFS as appropriate
Collaborate with the Project Manager to schedule and ensure coverage for any scheduled and unscheduled absences as soon as possible
Collaborate with the Project Manager and the IU 11 technology staff if there are any concerns with the CONNECT Database
Perform other tasks assigned by the EITA Program Director/Assistant Director, including other administrative support needs for EITA staff
Qualification
Required
Applicants must apply via Applitrack and complete the online application
To be considered for an open position, applicants must upload the following required clearances: Act 24 Arrest and Conviction Report, Act 34 Pennsylvania Criminal History Clearance, Act 151 Pennsylvania Child Abuse Clearance, Act 114 Federal Criminal History Clearance
Lead staff for the CONNECT Helpline for the statewide Office of Child Development and Early Learning (OCDEL) / Bureau of Early Intervention Services and Family Supports (BEISFS)
Maintain compliance with federal and state requirements, processes and guidelines related to the operations of the CONNECT Helpline
Maintain compliance with the Family Educational Rights and Privacy Act (FERPA), Health Insurance Portability and Accountability Act (HIPAA) and all confidentiality requirements
Complete FERPA and HIPAA privacy training annually and report any compliance concerns to the Project Manager
Gather required information from callers through the CONNECT helpline in a professional manner, using courteous techniques and good judgement
Effectively and efficiently enter data on all contacts made to CONNECT into the CONNECT Data Base in a timely manner
Ensure all contacts through the CONNECT Helpline requesting an Early Intervention (EI) referral are sent to the appropriate local EI programs in accordance with procedures and timelines
Ensure all contacts through the CONNECT helpline expressing an EI concern that should be addressed by BEISFS are sent immediately to the BEISFS contact
Ensure information received through the CONNECT Helpline that are not referrals to EI Services are properly directed to appropriate resources in accordance with procedures and timelines
Prepare reports from the CONNECT Database as requested by OCDEL/BEISFS and the EITA Director/Assistant Director in a timely manner
Prepare ad hoc reports on activities through CONNECT as requested by BEISFS and the EITA Director/Assistant Director in a timely manner
Report concerns that affect the timely return of CONNECT calls immediately to the EITA Director and/or the Assistant Director/Project Manager or OCDEL/BEISFS as appropriate
Collaborate with the Project Manager to schedule and ensure coverage for any scheduled and unscheduled absences as soon as possible
Collaborate with the Project Manager and the IU 11 technology staff if there are any concerns with the CONNECT Database
Perform other tasks assigned by the EITA Program Director/Assistant Director, including other administrative support needs for EITA staff
Ability to orally communicate well in English using the telephone and in all personal contacts with staff and the general public
Ability to coordinate with a language translation service to receive referrals from non-English speaking families
Excellent organization, interpersonal communication and time management skills required
Ability to work independently in a fast-paced environment and handle highly confidential information appropriately and with tact and diplomacy
Ability to work with confidential databases with FERPA/HIPPA requirements
Ability to present ideas logically in writing to include good proofreading, spelling and written grammar skills
Ability to operate email in a proficient manner
Ability to perform efficiently and with a high level of accuracy in all procedures
Education: High School/GED required
Preferred
AA or BA preferred
Prior customer service experience is preferred
Knowledge of word processing applications; experience with Microsoft Word, Excel, Access, and Filemaker Pro preferred
Company
Tuscarora Intermediate Unit 11
In Pennsylvania, Intermediate Units are regional educational service agencies, established by the Pennsylvania General Assembly.
Founded in 1971
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase