LOCATION AND OTHER REQUIREMENTS

This is a fully remote position. This hire must reside in one of their following states by their first day of employment: California, Washington, Pennsylvania, Massachusetts, North Carolina, Maine, or Colorado.
This position requires prolonged sitting and working in front of the computer.

• Participate in Summer Search’s On-Call Training sessions (technical, case studies, practice)
• Field incoming calls from youth, families, or summer programs and respond and act as needed. (Possible areas of support include booking last minute travel adjustments, connecting youth with programs, linking youth with medical assistance locations and insurance coverage information, addressing logistical issues such as meetup times and location coordination, supporting parents/guardians as they inquire about the well-being of their young person etc.)
• Connect with Summer Search program staff for complex incidents using a tiered support system
• Log well documented detailed incident notes for all incoming calls and bridge communications to Summer Search staff
• Track travel trends and enter data in Salesforce to track incidents and student travel
• Work is a dynamic team setting to constantly communicate updates through written and verbal communication
• Participate in team meetings and dialogues
• Cover phone lines consistently throughout the duration of a shift
• Follow-up on incidents and complete necessary next steps to close incidents

Technology

• Navigate our Salesforce system for participants records and to log incidents
• Using a laptop, access resource documents and attend virtual trainings and team meetings
• Always ensure access to internet and strong cell phone service during shift

Relaying information to Summer Search Program Staff

• Following protocol, relay information to National and/or Program Site Leadership and request follow up by Summer Search Program Staff
• Communicate in a timely manner
• Follow-up on prior communication and open incidents when on shift