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Community Resource Specialist (2-1-1)

Grand Rapids, MI

Relocation expenses: Paid

Full time
no work experience required
High School Diploma
$31,000 to $40,000 per year

Published on 27 Sep 2023

Expires on 12 Aug 2023

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Community Resource Specialist (2-1-1)


At Heart of West Michigan United Way, we unite community resources to invest in solutions that reduce poverty in West Michigan. Our staff, volunteers, donors, and agency partners are committed to creating lasting, sustainable changes that transform lives and build a thriving community for us all.

Michigan 2-1-1 is a free service that connects Michigan residents with help and answers from thousands of health and human services agencies and resources quickly, easily, and confidentially. The Community Resource Specialist performs referral assistance and resource information over the phone, text, and email in United Way’s 2-1-1 referral program. They assess the needs of clients and assist them in finding the community resources that will address their needs. The Community Resource Specialist also contributes to assuring community resource information is current in the database. In the interest of community collaboration, this role may also be a member of external committees representing the interests of 2-1-1 and HWMUW.


  • Accurately assess client needs providing thorough, appropriate, and helpful referrals to address those needs.
  • Uses direct intervention and advocacy when needed and agreed to by the client.
  • Maintains current information on available community resources and ensures that other resources are aware of the function of United Way’s 2-1-1 to maximize the effectiveness of the program in meeting client needs.
  • Demonstrates appropriate level of skill on HWMUW computer hardware and software.
  • Completes special projects/duties as assigned.
  • Serves on internal and community (cross-functional and ad hoc) committees as assigned.
  • Other duties as assigned.




Education and/or experience:

  • High school diploma or equivalent required.
  • Bilingual in Spanish, preferred but not required.
  • Proficient in Microsoft Office computer applications.


  • Ability to work 37.5 hours per week between 7:00 am and 7:00 pm weekdays. Schedule for this posting is 8:30am-5pm with a 1-hour lunch break.
  • Upon an emergency, disaster or scheduling crisis must be able to work additional days/hours.
  • High level of problem-solving and prioritization skills.
  • Ability to maintain strict confidentiality.
  • Demonstrated analytical skills.
  • Strong verbal and written communication skills.
  • High level of self-motivation and accountability.
  • Ability to build and maintain relationships with a diverse population.
  • Demonstrated ability to work within a team-based environment.



  • Employees are regularly required to work in office and/or team environment with a moderate level of stress from a frequent high call volume.
  • Occasional local travel.
  • Requires extensive periods of time at a computer.
  • Operating office equipment such as telephone, printer, laptop, copier, or fax machine.
  • Work outside of normal business hours may be required.
  • Hybrid position requiring ability to take calls from a quiet location outside of the office.


Physical Demands and Work Environment

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 with disabilities to perform the functions. This position may also require travel.


Minimum Salary Statement: All of the roles within HWMUW have pay ranges that commensurate with the knowledge, skills, and abilities of the successful candidate. The expected hourly wage for this position is $17.13.


ABOUT Heart of West Michigan United Way
At Heart of West Michigan United Way, we’re pursuing a vision of a thriving community for all. We fight poverty in Kent County by uniting resources from donors, workplaces, and grant funders with the most effective programs that intervene in crisis and empower people to build toward self-sufficiency.


Diversity, Equity, and Inclusion Statement

We recognize that structural racism and other forms of oppression have contributed to persistent disparities in our community. At United Way, we pledge to not only denounce racism, but to oppose all forms of intersecting oppression, including sexism, homophobia, transphobia, ableism, ageism, and every other form of systemic oppression.