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211 Information & Referral Specialist, Full-Time, 100% Remote

United Way of Central Iowa
Des Moines, IA

Relocation expenses: Not paid

Entry Level
Full time
High School Diploma

Published on 27 Jun 2022

Expires on 27 Jun 2022

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211 Information & Referral Specialist, Full-Time, 100% Remote

United Way of Central Iowa is seeking a full-time Information & Referral (I/R) Specialist to support and advance United Way’s mission of improving lives by providing information and referrals services to callers related to community health and human services, peer counseling, and crisis intervention via a helpline call center, 211.

The I/R Specialist provides excellent customer service and navigates a comprehensive computerized database to assist callers with finding the information and referral that is most accurate and appropriate. The I/R Specialists work from home with equipment provided by UWCI. Initial training will be conducted onsite at the UWCI offices located at 1111 9th St. in Des Moines.

The work schedule for this fulltime position is 40 hours per week, Monday-Friday 8:00 a.m. to 5:00 p.m. Starting pay is $16.00 per hour. This position will successfully complete initial and ongoing training for information search and services as well as peer counseling and crisis intervention techniques and other specialized training as required.

The I/R Specialist records call data accurately and in a timely manner to facilitate quality reporting and analysis of community needs and trends. Candidates with diverse backgrounds and experience are encouraged to apply.

ORGANIZATION OVERVIEW

United Way of Central Iowa is an established and highly respected nonprofit in the Central Iowa area and the United Way Worldwide network. Employees at UWCI have a passion for the organization’s mission and community impact work and strive to create a compassionate, positive, inclusive, and welcoming work environment. Our Core Values of Compassion, Integrity, Community Engagement, Responsiveness and Striving for Excellence is the foundation for how we do our work and to reach our aspiration to “Engage Community to Empower All.” In addition to a competitive salary and robust benefits package including health insurance, a dental and vision plan, 401(k) with match and paid life insurance, we offer the following:

• Generous paid vacation plan, holidays, a personal holiday and sick time

• Paid volunteer time off

• Convenient central Des Moines location with free parking 

• On-site fitness center

• Tuition Assistance

• Commitment to employee professional development

• A commitment to fostering diversity, equity, and inclusion practices

• Fun monthly opportunities for employees to build camaraderie

• Wellness initiatives

OVERVIEW OF RESPONSIBILITIES

• Answer incoming phone calls, texts, and chats to provide information and referral service activities including intake, assessment and referral.

• Through the use of a comprehensive computerized data base provide the caller with information and referral that is accurate, appropriate and confidential.

• Follow established procedures to record all incoming calls and requests. Maintain consistent data entry adherent to the guidelines set by the 211 Director.

• Provide advocacy for clients when needed by interacting with clients and human service agencies working to resolve problems and provide information.

• Successfully complete initial and ongoing training in the provision of information and referral service as well as peer counseling and crisis intervention techniques and other specialized training required for this position.

• Attend regular in-service trainings and/or meetings as scheduled by the 211 Director

• Communicates with the Database Contractor in a timely manner when there is an awareness of any changes or updates of community resources in the multi-county area.

• Perform follow-up procedure for calls as deemed necessary to meet certification and accreditation requirements.

• Participate in United Way of Central Iowa staff meetings, trainings and activities as appropriate and available.

• Adheres to the UWCI Code of Ethics and Core Ideology.

• Directed by the 211 Director to perform additional duties or tasks to support the United Way’s mission.

EDUCATION/REQUIREMENTS

• High school diploma or equivalent

• Minimum one year experience in a customer service call center.

• Demonstrated skill and experience in professionally handling difficult situations related to providing customer service.

• Successful experience in working with diverse populations

• Strong skills with working on a computer.

• Experience with database searches and applications for texting and chat helpful.

UNITED WAY CORE COMPETENCIES FOR ALL STAFF
●    Mission-Focused: Catalyze others’ commitment to mission to create real social change that leads to better lives and healthier communities.  This drives their performance and professional motivations.
●    Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.
●    Collaborator: understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
●    Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
●    Brand Steward: Steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.