Reports to: 2-1-1 Manager
United Way of the CSRA 2-1-1 Contact Center provides Information and Referral services, serving the 13-Counties of CSRA area. 2-1-1 connects people to the resources they need to address everyday challenges of living and those that develop during times of community emergencies. United Way of the CSRA 2-1-1 is free, confidential and available 24 hours a day, seven days a week, 365 days a year in 140 different languages. The Community Resource Specialist reports to the 2-1-1 Manager and has a working relationship with Senior Management, UWCSRA staff, Partner Contract Agencies, United Way Worldwide, and 2-1-1’s statewide. The Community Resource Specialist serves as the direct contact with the community seeking information and resources relating to health and human services, UW initiatives and often acts as the initial representative and ambassador of the UW to the community. Community Resource Specialists are key in gathering vital data on community needs that support both UW and partner agency initiatives and programs.
Community Resource Specialists receive daily direct inbound calls/e-service contacts from persons in need of social service information throughout the greater Atlanta area and partner communities. The primary role of the specialist is to listen to and assess contact needs or requests and to provide information and referral to the most appropriate social service agencies/programs based on those needs. Additionally, Community Resource Specialists collect critical data from the community that not only assists in directing clients to the most appropriate services but assists UWCSRA and partner agencies in determining where initiatives and programs are most needed. In this role, Community Resource Specialists act as a frontline connection to the community.
This role supports the goals of
- Leading Families Forward in the CSRA and partner areas by providing information and referral of supportive resources.
- data driven results through the daily collection of demographic and community needs information.
- improving key partner relationships through support of partner initiatives and programs.
- Provide outstanding quality customer service in responding to inquiries for information and referral from individuals, professionals and organizational clients.
- Correctly identify and assess contact needs using the principles of active listening and inquiry.
- Consistently communicate positivity, caring and concern to contacts.
- Consistently interact appropriately, respectfully, understandingly and patiently with contacts and coworkers of diverse backgrounds, physical capabilities, emotional states and skill levels.
- Skillfully, calmly, and confidently respond to a variety of stressful and challenging situations: i.e. domestic violence, suicide, child abuse, human trafficking, hostile contacts, etc.
- Persistently and firmly advocate for contacts/clients who otherwise are unable to independently access resources or who meet special program eligibility criteria.
- Demonstrate and maintain proficiency in effectively using contact center Fiive9 telephony software, ReferNet database software, computer hardware and any job performance related technologies.
- Accurately record 211 database and client records
- Demonstrate complete competency in fulfilling all job functions and UWCSRA 2-1-1 policies as remotely based employee.
- Actively participates in UWCSRA and 2-1-1 required trainings, committees, teams, and meetings.
- Comply with all UWCSRA 2-1-1 departmental policies, procedures and performance goals.
- Participate in and help implement new 2-1-1 programs/services by completing all scheduled training, executing assigned tasks, and promptly providing feedback as requested.
- Alerts direct manager or on duty manager to significant barriers, changes, gaps, problems or issues in the I&R service system.
Qualifications & Expectations
This role requires a blend of superior creative skills and analytical skills, ability to understand and share meaningful stories of impact.
- Bachelor’s degree in social work, human services or related field preferred and/or
- Experience in call center, crisis hotline or information and referral service and/or
- Multiple year experience in customer service industry.
- Must demonstrate competent technology skills in use of varied technology systems: laptop, I&R software, telephony system, Microsoft Office, e-services, cloud, etc.
- Must meet remote work standards regarding both technology adaptability and independent work performance.
- Experienced in accurately assessing and responding to people of varied needs and crisis levels a plus
- Excellent communication skills: clear, audible, pleasant phone voice. Excellent grammar on e-service.
- Pre-existing knowledge of health and human services in the CSRA are a plus.
- Geographical literacy a must. Demonstrate understanding of locations (cities, counties, neighborhoods, zip-codes) in the CSRA.
- Training certifications a plus for all the specifications listed above.
- AIRS certification encouraged
(Example) A successful individual in this role will be:
- Knowledgeable and successful in provision of state-of-the-art quality customer service techniques.
- Experienced in working positively and supportively with and responding to people of varied backgrounds, physical capabilities, emotional states and skill levels.
- Able to work effectively and maintain well-being in a multifaceted, diverse, and active work environment.
- Knowledgeable and energized to complete the mission of UWCSRA /2-1-1.
- Able to maintain personal well-being in a challenging work environment.
- Able to effectively communicate both oral and written English.
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.