Summer On Call Specialist

This hire can work out of any of the following states: California, Washington, Pennsylvania, New York, New Jersey Massachusetts, North Carolina and Colorado

Term: June-August, Paid Trainings end of May

Hourly Rate:  $25/hour

Schedule: Combination of shifts covering:

• Monday-Friday: 5am-10am and 6pm-10pm ET & PT
• Saturday and Sunday: 6am-2pm and 2pm-10pm ET & PT

While young people from low-income communities – who are disproportionately young people of color – face systemic inequities in school, in the workforce, and in life, they possess unique strengths, resilience and tremendous potential. When provided with support and resources, these young people fulfill their potential and achieve success in school, work and life.  

Through a combination of mentoring and transformative experiences, Summer Search supports young people to successfully transition from adolescence into adulthood. We aim to unleash the potential of our young people while also building a toolkit for navigating and challenging systemic barriers to higher education and career opportunities. 

THE OPPORTUNITY  

While our students are traveling throughout the summertime, Summer Search manages an On-Call system to respond to any behavioral, medical, or logistical situations that may occur. During business hours (10am-6pm ET & PT), Summer Search program staff will manage the phones and on-call duties in addition to their other job duties. During non-business hours (shifts covering some portion of 5:00-10:00 am ET & PT, 6:00-10:00pm ET & PT (at end of June and in July) and/or 6am-10pm ET & PT on weekends), Summer On-Call Specialists will respond to calls that come in. Based on the nature of the call, Specialists may relay information back directly to Summer Search program staff, record incident notes in our tracking documents, and/or respond and problem solve in the moment as needed.

Essential Duties

• Participate in Summer Search’s On-Call Training sessions (technical, case studies, practice)
• Field incoming calls from students, families, or summer programs and respond and take action as needed. (Possible incidents include booking last minute travel adjustments, connecting students with programs, addressing logistical issues, etc.)
• Connect with Summer Search program staff as needed for more complex incidents
• Log call notes for all incoming calls and bridge communications to Summer Search staff
• Enter data in Summer Search data tracking documents

Technology 

• Make sure your On-Call Cell Phone is activated and ready for the first student departures in June through the end of August (during your designated shifts)
• Using a Lap-top or e-Tablet, access documents, Summer Search incident binder, and Salesforce program database.
• Access to internet and strong cell phone service at all times during shift

Recording Call Notes and Data into tracking documents

• For all incoming calls, record notes in the tracking documents and program database
• If the situation is deemed an incident, also fill out an Incident Report and record notes in tracking documents and program database for that student
• Procedures and trainings for the Call Log and Incident Report will be provided 

Relaying information to Summer Search Program Staff:

• Some incidents will require immediate follow up, and the On-Call Specialist will serve to relay all information to National and/or Program Site Leadership and request follow up by Summer Search Program Staff, flagging for urgent follow up or follow up on the next business day

WHO YOU ARE

Qualified candidates will bring:

• 1-2 years of administrative or customer service experience, ideally in a similar capacity with emergency response experience.
• Demonstrated excellence in interpersonal, oral, and written communication skills
• Organizational and project management skills
• Flexibility and eagerness to learn and work on a wide variety of tasks, often independently
• Strong command of Microsoft Office applications, especially Word and Excel, SharePoint, and familiarity with database operations
• Personal computer and cell phone to use on the job
• A sense of humor and problem solving skills
• Previous experience working with youth, their parents/guardians, or experiential summer programs a plus.

ADDITIONAL REQUIREMENTS 

Prolonged sitting and working in front of the computer

OUR COMMITMENT TO EQUITY, DIVERSITY, AND INCLUSION 

With a staff that cares deeply about social justice and racial justice, we believe that diverse perspectives and backgrounds create a rich work environment and enhance our ability to pursue our mission. We are committed to building an organization with raised consciousness in order to impact how we work with students, as well as how we work together as a team. We hope you will join us as we continue to build a justice-centered organization that fosters a work environment where people from all backgrounds are welcomed and valued.