211 Specialist

BACKGROUND South Sound 211 (SS211) is a comprehensive information and referral service that assists Pierce, Thurston, and Lewis County residents with community resource information that can best meet their needs. Currently, South Sound 211 receives almost 80,000 requests for assistance each year. Highly trained Information and Referral Specialists (I&R) connect callers with programs that can assist with food, housing, legal issues, and rent/utility payments. In addition to general information and referral services. South Sound 211 is a Coordinated Entry for Homeless Services entry point, the pierce county transportation resource center and the coordinated access point for Pierce County Help Me Grow. 

JOB SUMMARY: South Sound 211 is seeking a 211 Specialist that can respond to requests for community resource information and referrals. The 211 Specialist provides assessment, information, referrals and advocacy to 211 callers while remaining empathetic and objective. The specialist assists with applications/intakes such as Basic Food, Pierce County Rent and Coordinated Entry. All caller information is accurately recorded in the 211 database as well as various other data entry points. The 211 Specialist will also perform follow-up calls for quality assurance purposes and to identify gaps in service. At times, the I&R Specialist assess callers in crisis and connects them to the appropriate crisis line. All 211 staff are required to participate in staff meetings and trainings. This position may require participation at various community events and promote 211 and the available resources. This position will also distribute marketing materials to community programs and agencies. United Way of Pierce County currently operates with a hybrid work model, with staff working partly at home and partly in the office. Some time working in the office will be required. 

ESSENTIAL FUNCTIONS: • Provide information, referral, and advocacy for 211 callers and accurately record caller information. • Perform intake and application assistance for Basic Food benefits • Perform screening and scheduling for Pierce County Coordinated Entry • Perform intakes for 211 Navigation programs such as Transportation, Workforce Development and Help Me Grow. • Perform follow-up activities for quality assurance purposes • Maintain their own data quality. • Complete special projects as assigned by the 211 Manager. • Support other areas of 211 and United Way of Pierce County by assisting with other projects as needed. • All staff are required to participate in disaster drills and exercises that are held during their shift. • Required to become certified as an Inform USA Community Resource Specialist once eligible. • Weekends, holidays, evenings and graveyard shifts may be required during surge staffing/disaster events MINIMUM 

QUALIFICATIONS: • Human services, social work, or communications experience is helpful. • Call center experience is helpful. • Possess strong customer service skills. • Strong verbal communication skills • Must have strong computer literacy skills and be confident with using multiple programs at once. • Excellent listening and problem-solving skills necessary. • Must be incredibly reliable. Being on time for work and maintaining regular attendance is essential. • Ability to work well in a team, good interpersonal skills and positive attitude. • Must be able to work in a compassionate, fast-paced and efficient environment. • Bilingual applicants are encouraged to apply! Submit cover letter and résumé to Dennise Cervantes at Dennisec@uwpc.or