Field Operations Specialist (Claremont)

Description

Field Operations Specialists work directly with customers based on their need of specialized telephone equipment; educating the community about programs and services, and providing in-home assessment and services regarding equipment, its functionality, relay services, and the California Connect application process. The Field Operations Specialist provides services to customers via videophone, messaging, text, interpreting applications and in person, in the office, or at a designated community space, depending upon need and safety. This position works in conjunction with Customer Advisors to assist in providing exceptional services for the statewide Telecommunications Program. The Field Operations Specialist provides community-based services and participates in outreach initiatives for the state of California's Deaf and Disabled Telecommunications Program.  

Requirements

• Provide exceptional customer service to clientele with various disabilities. 
• Plan, develop, implement, and evaluate message strategies that meet California's Deaf and Disabled Telecommunications Program and goals. 
• Provide support to develop online materials such as website content, video content, social media posts, and blogs. 
• Works with recipients toward the familiarity and selection of accessible telecommunication equipment, including specialized equipment orders, and telecommunications options by accessing needs based on approved certifications.  
• Provides recipient support services (e.g., installing equipment, training on equipment features, troubleshoot equipment and follow-up services) for maximum ease of use and access. 
• Gathers input and insights from the community, including the administration of focus groups and surveys, to evaluate existing resources, barriers, and areas of improvement 
• Responds efficiently to customers and develop relationships by ensuring they feel supported and valued in a timely manner.  
• Provides technical assistance, education, and cultural-specific resource training with consumers and various community organizations that serve consumers who are deaf, hard of hearing, deaf-blind, have hearing loss, memory difficulties, low vision or are disabled. Records accurate documentation and reporting per State requirements, including services provided, referrals, and follow-up as needed. 
• Acknowledge and adhere to all DDTP Privacy Policy and Information Security protocols. 
• Other duties as assigned. 

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Familiarity with, or ability to learn and teach telecommunication access options, accessible telecommunication equipment (i.e. TTY, amplified phone, CapTel, alerting signalers, mobile phone amplifiers, smartphone features for hard of hearing, visual or speech impairments), and know how to fit individuals with the necessary equipment
• Familiarity with local, state, and national resources for the deaf, deaf-blind, and hard of hearing population
• Ability to utilize language, social, and cultural sensitivity to engage with California’s diverse populations
• Favorable consumer-relations skills and personality patterns for representing CSD, DDTP, and CPUC well within the deaf/hard of hearing community, elderly population, service providers, and vendors
• Superior multi-tasking, organizational, record-keeping and time-management skills
• Ability to innovatively strategize, problem solve and implement system change advocacy for deaf/disabled people.
• Ability to: enter and work in consumer homes, including ascending/descending stairs and navigating around furniture (e.g., positions self under/around furniture or moving about)
• Ability to effectively manage and cultivate relationships with prospective and existing partner organizations
• Highest regard for confidentiality and have ability to work with customers with diverse backgrounds
• Have proficiency in Customer Relationship Management systems and Inventory Management systems 

Qualifications

• Bachelor’s degree in a related human service field or equivalent professional experience
• Two years of professional experience working supporting deaf, hard of hearing, deaf-blind, or disabled customers
• Two years of professional experience in one of the following settings or equivalent combination: advocacy, marketing, and/or communications
• Ability to communicate in various proficiency levels of ASL
• Ability to speak in either Cantonese, Mandarin, or Spanish is highly desirable
• Excellent oral, visual, and written communication skills
• All offers of employment are contingent upon clear results of a thorough background check
• Valid Driver's License with a clean driving record required: Will be driving throughout the region using own vehicle for visits outside the branch office

Work Environment / Physical Requirements 

This position is largely self-directed and requires understanding and compliance with company policies, procedures, and values. The position uses a computer and standard office equipment to work in a virtual office environment. While performing the duties of this job, the employee is regularly required to interact collaboratively with the team and stakeholders and communicate via phone, videophone, or text messaging. The employee may be required to lift and/or move up to 10 pounds occasionally. The position may require travel up to 50%.