National Peace Corps Association (NPCA) is looking for Public Information Resource Coordinators to join the NPCA Emergency Response Network team currently working in support of Public Health Seattle King County (PHSKC) in response to the ongoing COVID-19 emergency. 

Applicants residing in Washington State will be considered, as state residency is a requirement of our partner organization.

In partnership with the Public Health Seattle & King County (PHSKC) Public Information Call Center (PICC), National Peace Corps Association is recruiting RPCVs to join our efforts to provide urgent information to the greater Seattle area. Upon successful completion of training and assessment, successful applicants will be hired to full time positions for a period of 6 to 12 months. Commitment to this time period is required for consideration. Preference is for full time/temporary employment status, but applicants able to work a minimum of 20-30 hours per week will also be considered. 

King County Public Information Resource Coordinators answer between 50 and 100 calls per day, and provide non-medical logistical and practical information to those seeking information and help related to the COVID epedemic. 

Starting pay for these positions, set by PHSKC, is $30 per hour, and NPCA will provide health and other benefits for successful applicants. 

This position is remote, and requires that the employee have a private room in which to work with reliable high-speed internet connectivity. 

Tasks

• Perform remote COVID-19 non-medical call center support for the COVID-19 response effort. 

• Participate in an assessment and training process with the intent of being given independent call center shifts. 

• Those who meet qualifications for independent call-taker work will work up to 40 hours per week for a term of six (6) months.  Typically, staff are scheduled between 3 and 5 shifts per week. King County will do its best to ensure that all staff are scheduled for at least 3 shifts per week, if there is enough work to be assigned. When workload drops, staff shifts may be cancelled with 48-hour notice, without pay.

• Work will be done remotely, and staff should have their own high speed internet capability. Work will be done only on King County technology platforms, and all hardware will be returned to King County following the end of employment. 

• Staff must complete the following assessment and training activities before being scheduled for independent call center shifts:

  • Skill training of approximately 6 to 8 hours, provided by PICC office. 

  • Participate in additional training and support, per request of the County’s trainer. 

• Shifts may involve the following tasks:

  • Telephone triage and case-finding screening for community calls related to the COVID 19 outbreak.

  • Provide assistance with accessing testing across all testing sites in King County including assisting with registration when needed.

  • Provide assistance with accessing vaccination at sites in King County including assisting with registration, rescheduling and cancelling appointments when needed.

  • Referrals to community resources including access to health care, including providing information for Isolation and Quarantine COVID Care Centers.

  • Demonstrates support of Public Health’s mission to protect and promote the health of all residents through implementing primary prevention strategies which prevent health problems from starting, spreading, or progressing.

  • Perform other duties as assigned.

EXPERIENCE, QUALIFICATIONS, KNOWLEDGE, SKILLS

Our ideal candidate will demonstrate the following (Minimum)

• Must be a resident of Washington State (WA).

• Ability to establish rapport on the phone with diverse groups of people in a very brief amount of time.

• Ability to work with communities of people with varied lived experiences in a non-judgmental manner.

• Ability to improvise and encourage responsiveness when encountered with a person’s unwillingness to engage. 

• Carries out assignments and responsibilities reliably in a thorough, accurate, and timely manner. 

• Strong attention to detail. 

• Strong oral communication skills. 

• Highly proficient in navigating computers, communication software and data collection systems.  

• Ability to comprehend complex information and adapt to changing guidance.

• Ability to probe, and improvise responses to feedback and questions, in a clear, professional, and compassionate manner.  

• Maintains confidentiality of protected health information at all times.

• Fluency in English is required; bilingual Spanish-English language skills (and potentially other second languages) are preferred.

Assessment

Upon successful initial screening by NPCA, successful applicants will then be invited to an in-person skills assessment in Seattle, Washington. The assessment will include: 

• Data entry and literacy skills assessments will be required of all applicants. 

Employment will be contingent upon successful completion of a required training and passage of a graded post-training observation (trainees must demonstrate required skills to continue employment).