211 Call Specialist

The United Way of the Plains 211 Resource Navigation Center serves as a critical tool for Kansas residents in 98 counties across the state, seeking resources in their time of need.  The 211 Call Specialist is United Way’s front-line representative to the public, handling requests that can range from providing immediate simple information to cases of complex social problems, requiring research, advocacy, and crisis intervention. Our Call Specialists have both individual and shared responsibility and accountability for delivering quality, professional help to our neighbors in need.

This full-time position is made for a person with a passion for helping people find the best resources in their community in their time of crisis and uncertainty. At the core level, the successful candidate serves as an advocate and resource to individuals needing help, through referrals to agencies, programs and/or community groups.

Key Responsibilities:

• Answers United Way 211 calls, texts, and online chats on an assigned schedule.
• Assess a caller’s needs and makes accurate referrals to appropriate community agencies, programs and services.
• Perform follow-up communication with callers to make sure needs were met.
• Research requests for information through multiple avenues.
• Serves as an advocate for individuals experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs or groups.
• Documents narrative and statistical records accurately on all caller contacts.
• Works toward achieving departmental goals: i.e. abandonment rate, response time, follow-up, etc.
• Stays informed on broad social issues, programs, and changes in services.

Qualifications: 

• Demonstrated ability to listen and communicate effectively with people, with attributes of empathy, compassion, respect and a true desire to help others in need. 
• Excellent verbal and written communication skills with the technical ability to use a computer to complete job functions. 
• College credit hours in social work or a related field and/or experience working in a human service position are preferred.

Physical Demands:

These physical demands are representative of the requirements necessary for an employee to successfully perform the essential functions of this position:

• Ability to actively listen and communicate clearly. 
• Ability to operate a computer, keyboard, and phone.

Non-Negotiable Hiring Criteria:

• Effective and skilled communicator in both one-on-one interactions and group settings. 
• Excellent writing skills. 
• Naturally curious and self-motivated in a never-ending pursuit of continuous improvement.
• Ability to interact in a positive way with individuals and groups. 
• Must be flexible and multitask oriented; can adapt to changing priorities. 
• Dependable and reliable to meet deadlines; remains calm under pressure. 
• Lead by personal example; your word is your bond. 
• Possess excellent judgment and creative problem-solving skills. 

Core Competencies for all United Way Professionals 

• Mission-Focused: The United Way Professional’s top priority is to create real social change that leads to better lives and healthier communities. This competency drives their performance and professional motivations. 
• Relationship-Oriented: The United Way Professional understands that people come before process and is astute in cultivating and managing relationships toward a common goal. 
• Collaborator: The United Way Professional understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement. 
• Results-Driven: The United Way Professional is dedicated to shared and measurable goals for the common good including creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact. 
• Brand Steward: The United Way Professional is a steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network. 

How to Apply: 

Submit your cover letter and resume via email to: careers@unitedwayplains.org with “211 Call Specialist” in the subject line.

Application Deadline: For priority consideration, apply by November 22, 2024; position will remain open until filled. 

More information about the United Way of the Plains can be found at https://unitedwayplains.org/ 

United Way of the Plains is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.