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2-1-1 Senior Contact Specialist

United Way of Southern KY
Bowling Green, KY

Relocation expenses: Not paid

Full time
3 - 5 years of experience
Bachelor's Degree
Associate Degree

Published on 19 Nov 2021

Expires on 19 Nov 2021

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2-1-1 Senior Contact Specialist


The 2-1-1 Senior Contact Specialist will provide leadership for the UWSK 2-1-1 Contact Center which provides information, assistance and referrals to professionals and private persons who are interested in and need help navigating the 10-county region’s available system of health & human service resources. Establish and maintain 2-1-1 as the community resource that improves lives by connecting families and individuals with needed assistance. Leads community outreach efforts for Center. Ensures UWSK and AIRS quality assurance guidelines and standards are operational.


  1. Provide supervision for 2-1-1 contact center.
  2. Maintain knowledge and understanding of community resources, including information from the database and daily updates via Intranet and written resources.
  3. Develop new community resources using various research and collection methods including internet, survey forms, brochures and/or direct contact with service agency representatives.
  4. Ensure database resources are updated and accurate.
  5. Participate in and represent 2-1-1 in outreach to community groups, local businesses and health & human service providers to enhance knowledge, understanding and use of 2-1-1 services.
  6. Respond to calls and provide appropriate referrals.
  7. Ensure ongoing performance quality of center by collecting statistical data and observing/monitoring daily operation.
  8. Assure compliance with identified KPI’s and AIRS standards.
  9. Develop and maintain in-depth knowledge of the database system including but not limited to data entry, reporting, system maintenance, etc.
  10. Maintain knowledge of all telephone and contact center equipment and software.
  11. Have comprehensive knowledge of the taxonomy system used for the resource database.
  12. Train and manage an effective staff team including interns as available to support 2-1-1.
  13. Develop strategic partnerships with service providers, state organizations, etc. to support the mission of 2-1-1.
  14. Participate in resource development efforts as requested.
  15. Maintain and annually update a Continuity of Operations Plan (COOP) for 2-1-1.