Position Information

New Hanover County is seeking a motivated Port City United Connect Specialist (Zone 2) to join the Port City United Department. The Port City United Connect Specialist (Zone 2) will serve as a shift leader who will have the added responsibility of monitoring work during shifts, serving as the point of contact to answer questions from staff, and ensuring shifts are adequately covered. This position also support the Port City United Department by acting as a main point-of-contact to intake calls from citizens who are in need of resources - utilizing the utmost discretion. The Specialist will also be readily available to de-escalate alarming situations within impact areas, which includes the local schools.

• Refers callers of the center to appropriate resources when applicable.
• Provides necessary support for community care coordination team members.
• Receives notification involving active or potential destructive scenarios and makes quick and accurate decisions regarding the risk (high, medium, or low), determines the immediacy and type of response needed based on the risk assessment.
• Engages resources to assist with any potentially threatening situations.
• Determines essential information from notification sources including the problem/allegation/complaint, and current/potential violence location.
• Searches department-specific databases to compile all necessary information from the notification received, records all aspects of the notification received.
• Performs other duties of a similar nature or level.

Port City United is a recently established department which works to address community violence using evidence-based models and programs, coordinate community resources in identified schools, address community member reports of violence and concerns, and develop and facilitate regular communication and collaboration through a consortium of faith-based and community-based organizations, businesses, and corporations to ensure seamless, wrap-around services for students, adults and families living and learning in the impact zone.

New Hanover County is dedicated to the recruitment and recognition of a talented and diverse workforce that is committed to public service. Our shared values of professionalism, equity, innovation, integrity, stewardship and accountability guide the way we conduct ourselves and deliver services to our customers. Supported by the work of our Office of Diversity and Equity, New Hanover County celebrates diversity in our employees’ backgrounds, beliefs, identities, and abilities, while supporting growth opportunities for all. Our talented team has a passion for providing care and services that effect change on the everyday lives of the citizens they encounter. The differences that unite us are a reflection of the community we serve. If this sounds like an organization that models the values you uphold, we invite you to join our team at New Hanover County.

This position will be assigned to night shift only, working from 7PM - 7AM.
Must be available to report for emergency work assignment during emergency situations.

Salary Information:
The hiring range for this position starts at $39,361 . Salary will be determined based on qualifications, internal equity, budget, and market considerations. Internal PCU Connect Specialist Zone 1 candidates will receive a 3.2% increase if hired into this position.

Sign On Bonus : Candidates accepting employment into this position are eligible to receive a one-time sign on bonus of $2,000 with half being paid in the first paycheck reflecting the pay period ending date that confirms compliance with the New Hanover County vaccination and testing requirements for reportable communicable diseases policy and half being paid upon successful completion of one's introductory period. Current NHC employees hired to fill one of these positions will receive half of the sign on bonus amount ($1,000) upon starting in the position and the second installment of $1,000 will be paid following 180 days of successful employment in the position. In the event the employee voluntarily resigns from the position before one year of service in it, the employee shall repay the sign on bonus amount on a prorated basis, depending on the length of full time service in the position prior to resignation.

New Hanover County offers:

• Employer paid 401k contributions;
• Retirement plan through the NC Retirement system;
• Flex time and telework availability, depending on your position;
• Paid sick and personal leave + 13 paid holidays per year;
• Paid parental leave;
• Paid community services leave to give back to our community;
• Education leave to obtain a degree within your line of work;
• Medical, dental, and vision insurance + many other insurance options;
• Onsite, employer-paid health and wellness center;
• Professional development trainings & leadership initiatives;
• Opportunities to make a difference in your community;
• And so much more!

Please check out our careers page at www.nhcgov.com/careers for more information on why New Hanover County is a great place to work.

Qualifications

• 
  High School Diploma or General Equivalency Diploma (GED)

What will make your application stand out:

• Prior experience working in a call center or telecommunications

• 
  Proven ability to provide leadership and give work direction

• 
  Knowledge of contact center response systems, geography of county and municipalities served, and violence protection techniques

• 
  Knowledge of contact center response systems, multi-line telephone equipment, chat and text notification systems

Licenses/Certifications

None Required

Other Information

Next Steps: After the closing date for this position, applications will be screened by Human Resources. Applicants referred to the department will receive an email requesting important information pertinent to the position applied for. All updates regarding an application can be viewed through your applicant portal.