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211 Bilingual Community Resource Specialist (part-time)

United Way of Asheville and Buncombe County
Asheville, NC

Relocation expenses: Not paid

Part time
1 - 2 years of experience
High School Diploma
Less than $20,000 per year

Published on 5 Aug 2022

Expires on 19 Aug 2022

211 Bilingual Community Resource Specialist (part-time)

Remote - NC only. 

If you love working in a strong team environment, have strong customer service and phone experience, computer proficiency, and enjoy interacting with a wide variety of people and situations in a respectful and kind way then United Way of Asheville and Buncombe County (UWABC) is where you need to be. The 211 Bilingual Community Resource Specialist works with NC 211 and must enjoy connecting callers to community resources while holding true to UWABC’s long term strategic vision.

This position is responsible for providing information and referral services via phone in accordance with AIRS (Alliance of Information and Referral Systems) Service Delivery standards.


  • Provide multilingual services (English/Spanish) to support all callers

  • Respond to requests for information from callers

  • Provide referral services to callers (including assessing needs, identifying appropriate resources, indicating organizations capable of meeting those needs, and providing enough information about each organization to help inquirers make an informed choice)

  • Actively support callers in gaining needed services by advocating and providing intervention on their behalf as appropriate

  • Provide follow-ups with callers according to protocol

  • Engage in risk assessment and link callers with crisis intervention services as appropriate

  • Connect inquirers to resources through a variety of platforms, including by letter, email, in person, or NCCARE360 

  • Follow protocol for provision of telephone coverage for 211 contract agencies, including connecting callers with on-call personnel and communicating changes in schedules as needed

  • Maintain accurate records of client information and referrals given on each call

  • Maintain an acceptable level of call handling and customer service performance in accordance with 211 training and AIRS standards

  • Assist as assigned with daily 211 operational tasks including, but not limited to: resource database maintenance; data entry; and creation and dissemination of contract agency on-call schedules

  • Demonstrate and maintain proficiency in effectively using 211 software and equipment

  • Participate in regular 211 training, including call monitoring reviews and supervisory meetings as scheduled

  • Maintain communication with supervisor concerning barriers, changes, gaps, problems or issues

  • Perform other related duties as assigned

  • Participate in United Way activities as scheduled or requested

Minimum Requirements

  • High school diploma with at least 2 years of related work experience

  • Be available to work 15-25 hours per week

  • Bilingual English/Spanish

  • Deep commitment to UWABC's guiding principles and ability to model those principles in relationships with colleagues and partners

Technical Skills, Abilities and other Requirements

  • Proficient with computers and software, including Google Suite and Zoom

  • Ability to learn and use a variety of other software platforms (e.g. iCarol, Five9, Asana)

  • Ability to communicate (oral and written) with coworkers, callers, service providers and other United Way of North Carolina call center staff in a clear, service-oriented and professional manner

  • Ability to demonstrate patience and tolerance of the diverse values and beliefs of callers 

  • Ability to work in a busy environment

  • Respectful of the confidential nature of the information and referral service 

  • Demonstrated ability to quickly learn new systems and skills as needed

  • Ability to define problems, collect data, establish fact and draw valid conclusions 

  • Ability to maintain a dedicated home office that is a confidential environment with high speed internet access or work from UWABC office in Asheville, NC 

Nice to Have

  • 4 year degree in social work, sociology or related field

  • Certification in Information & Referral Service provision (CIRS)

  • Previous 211 or call center experience

Physical/Mental Abilities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals who are differently abled to perform the essential functions.

While performing the duties of this position, the employee is regularly required to:  

  • Sit, stand, walk, reach with hands and arms, talk and hear

  • Use finger and hand motion

  • Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus

  • Moderate level of stress 

  • Moderate level of mental and/or visual fatigue and/or eyestrain may result from looking at a computer screen for extended periods of time

This position is non-exempt from overtime regulations.

The team is currently 100% remote with plans to remain remote, with the exception of some monthly and quarterly meetings that will be held at United Way of Asheville Buncombe.

Reports To:  211 Manager or 211 Assistant Manager

Supervises:  0

Hours: 15-25/week 

Hiring Range and Benefits: $19.08/hour plus paid vacation, sick, and bereavement leave; employer contributions to 401(k), and coaching and support.

United Way of Asheville and Buncombe County is an equal employment opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law