Job Openings

Verde Valley Caregivers Coalition (VVCC) is a nonprofit organization dedicated to providing accessible transportation and programs through volunteer services, to support adults in need of assistance to maintain their independence and quality of life at home. VVCC serves adults (neighbors) in need throughout the greater Verde Valley. VVCC depends upon more than 200 volunteers to provide supportive services to over 2,000 neighbors in need. The Call Center Specialist is responsible for utilizing the Assisted Rides software to arrange transportation to fulfill the ride requests of eligible neighbors and for matching other service requests responding to requests for assistance and inquiries requesting information regarding resources. VVCC arranges nearly 30,000 trips annually through its Call Center. 

The Call Center Specialist handles incoming and outgoing calls in VVCC’s Call Center.  The Specialist actively participates as an effective and efficient member of the Call Center team to assure quality customer service and the fulfillment of service requests in an efficient timely manner.

Key Responsibilities

· Answers incoming calls from current neighbors requesting rides; demonstrates ability to arrange rides and manage a variety to transportation resources to fulfill trip requests utilizing VVCC’s transportation and resources software.

· Contacts volunteers and other available transportation resources to fill trip requests; gets to know the volunteer pool and assigns neighbor requests appropriately.

· Answers phones in a friendly, professional manner on a timely basis; directs calls and takes messages accurately. 

· Works as a responsible team member with other Call Center staff, volunteers and the Transportation and Program Manager to help assure requests for services are filled. 

· Maintains timely and accurate communication with all team members, neighbors, volunteers, staff regarding filling trip requests and modifying or cancellation of trip requests.

· Participates in and initiates daily team communication and briefings regarding open trip requests, volunteer and staff driver manifests, volunteer availability, and fulfillment of trips request to assure trip requests are fulfilled to the maximum extent of available resources.

· Completes initial new neighbor eligibility screening for callers requesting VVCC services for the first time. Adheres to VVCC policy and protocols regarding eligibility. Determines and accepts requests for transportation for newly eligible callers, enters requests in trip software along with sufficient information on newly eligible caller to fill the new requests.

· Provides completed initial eligibility forms to Care Coordinator for completion of the in-home visit and needs assessment.

· Assists callers with information about programs and services; creates and maintains a positive impression as a representative of VVCC.

· Maintains accurate and timely data entry of neighbor and volunteer info in VVCC Intelligent Transportation System and database system (Assisted Rides).

· Assists with managing the Guardian Angel Emergency Alert Program.

· Assists with orientation and training of new Call Center staff and volunteers.

· Participates in Call Center team meetings and VVCC staff meetings.

· Other duties and activities as assigned.

Knowledge, Skills and Abilities

· Minimum high school diploma: bachelor’s degree preferred.

· Excellent customer service and strong communication skills 

· Capable of handling and directing multiple calls; Call Center experience preferred.

· Ability to learn and effectively utilize an Intelligent Transportation System software system.

· Ability and interest in working with elderly population, and with volunteers.

· Ability to establish rapport by being non-judgmental and showing compassion.

· Works effectively as part of a team

· Knowledge of and experience with computer database systems

Position Status

• Full-time, hourly, five days per week.
• Direct reports:  No paid regular staff. 
• Reports to Call Center Team Leader and Executive Director

Starting pay: $18.00/hour

Note: This position is effective based on available funding and is subject to periodic change.

Equal Opportunity Statement.

Verde Valley Caregivers Coalition (VVCC) is a nonprofit organization dedicated to providing accessible transportation and programs, through volunteer services, to support adults in need of assistance to maintain their independence and quality of life at home. VVCC serves adults in need throughout the greater Verde Valley. VVCC depends upon more than 300 volunteers to provide supportive services to over 1,800 adults (neighbors) in need. The driver is the heart of the transportation program and is obligated to provide trips as assigned. The service provided by the driver helps older adults and people with disabilities live independent, quality lives by providing them access to necessary healthcare and community services. Stipend drivers may operate accessible vehicles owned by VVCC and may use their own private vehicle when the privately owned vehicle meets VVCC standards. The driver reports to, assists, and works cooperatively with the Dispatch/Call Center team in providing safe and efficient transportation to customers without other mobility alternatives.

Key Responsibilities

1. Prioritizes the safety of our neighbors, themselves, and the public by providing safe door-to-door and door-through-door passenger transportation service.
2. Provides trips for passengers according to the schedule and/or instructions given by the Dispatch/Call Center. Compliance with this Key Responsibility may require working overtime hours, or early morning or late in evening. 
3. Maintains communication throughout the day with the Dispatch/Call Center, responding to calls and reports issues and problems as they occur.
4. Notifies the Dispatch/Call Center, without delay, of any variations to the schedule and any additional destinations requested by or for the passenger while fulfilling the original schedule. 
5. Assists passengers between the vehicle and the door of the origin/destination location, and through the door as needed, using appropriate passenger assistance techniques.
6. Assists passengers with wheelchairs, mobility devices, bags, packages, and other items. 
7. Advises the Dispatch/Call Center immediately of any issues or problems, especially situational reports regarding delayed passenger pick-ups or drop offs, or passenger trip cancellations or other concerns. Contacts passengers impacted by delays or other issues of trip timing and arranges schedule modifications to support trip fulfillment to the highest level possible.
8. Accommodate service animals according to training and reports any difficulty with service animals immediately to the Dispatch/Call Center. 
9. Performs daily pre-trip and post-trip vehicle inspections.
10. Wears appropriate and professional attire and maintains appropriate hygiene while at work.
11. Maintains accurate trip information records (trip origin/destination, miles, and hours).
12. Attends required training, debriefing sessions, and staff meetings.
13. Provides Dispatch/Call Center with advance notice of scheduled absences.
14. Maintains VVCC owned vehicle or private vehicle for VVCC trips, when providing demand response services for VVCC in clean and safe condition. Assists with upkeep and cleaning when operating VVCC mobility vans.
15. Monitors vehicle fuel level and purchases fuel at an appropriate and efficient time to avoid delays in trip schedule. 
16. Refrains from alcohol consumption for at least 8 hours prior to driving for VVCC.
17. Notifies the Dispatch/Call Center Coordinator when taking medication (over the counter or prescription) that may influence driving ability.
18. Always maintains confidentiality regarding passengers.
19. Always follows approved operational procedures.
20. Reports all vehicle and passenger incidents/accidents no matter how slight, to the Dispatch/Call Center Coordinator without delay.
21. Maintains a personal and professional driving record with no more than two traffic  violations or preventable collisions within a three-year period.
22. Provides superior quality customer service to ensure that each passenger who requests VVCC service is treated with dignity, respect, and patience.
23. Understands and adheres to the terms and conditions stated in the Stipend Volunteer Agreement.
24. Adheres to all other policies, directives, and protocols.
25. Performs other duties and activities as assigned.
26. VVCC stipend drivers are provided $50 per day stipend for driving in the Verde Valley area and $80 per day for providing trips outside the Verde Valley (Flagstaff, Prescott, Phoenix metro). VVCC provides mileage reimbursement for using a private vehicle for VVCC service.

Knowledge, Skills and Abilities

1. Experience operating a passenger vehicle safely.
2. A High School Diploma or higher.
3. Valid Driver’s License and an excellent driving record as recorded by the Motor Vehicle Department and maintains vehicle insurance coverage at least at Arizona minimum required level of coverage.
4. Ability to maintain a driving record that meets or exceeds VVCC driver standards.  
5. Ability to operate and maintain a private vehicle in clean and safe operating condition (stipend drivers).
6. Ability to pass a National Criminal Record Check and Social Security      Identification Check.
7. Ability to pass drug and alcohol screening if required.
8. Ability to fully comply with Federal Transit Administration Drug and Alcohol Testing program, including pre-employment, random, reasonable suspicion, and post-accident testing. 
9. Excellent interpersonal, oral, and written communication skills with the ability to exercise good judgment, courtesy, and tact in public contact and problem-solving situations.
10. Ability to work as a team member with individuals from diverse backgrounds.
11. Ability to understand and follow written and oral instructions.
12. Ability to work independently on assigned tasks and to make decisions with minimal supervision. 
13. Possess effective problem-solving skills.
14. Ability to respect and accept supervision.
15. Ability to safely lift and carry 30 lbs.

Position Status

• Stipend  Volunteer: scheduled days
• Reports to Fleet and Dispatch Specialist

Note: This position is effective based on available funding and is subject to periodic change 

Equal Opportunity Statement.

Verde Valley  Caregivers Coalition will make reasonable accommodations for performance  of the essential functions of the job for qualified individuals with  known disabilities unless doing so would result in an undue hardship for  Verde Valley Caregivers Coalition. 

Verde  Valley Caregivers Coalition is an Equal Opportunity Employer and  complies with Title VII of the Civil Rights Act of 1964 as amended, the  Age Discrimination in Employment Act of 1967, and the Rehabilitation Act  of 1973, and employs without regard to sex, race, color, national  origin, religion, age, handicap or status as a veteran of military  service.