Position: Community Resource Specialist I
Department: Alaska 2-1-1
Reports to: Manager, Alaska 2-1-1
Organization Overview: United Way of Anchorage mobilizes the community to make lasting, measurable changes in community conditions that improve lives. We have adopted a unique approach to community problem-solving called collective impact which allows us to directly engage with communities. Our workplace is fast-paced, collaborative, and adaptive.
Alaska 2-1-1 is a single front door for the health and human services delivery system in Alaska. It is designed for easy use by consumers, service providers, case/care managers, constituent aides, and planners.
Alaska 2-1-1 provides free, confidential access to a call center Monday through Friday 8:30am – 6:00 pm. In addition, online access through the Alaska 2-1-1 website is available 24/7.
Summary Position Statement:
Areas of responsibility include day-to-day support of the operations of Alaska 2-1-1 project. This includes answering calls and provides information and referrals to community members who are in need of assistance.
Working with the Alaska 2-1-1 Manager, and peer Community Resource Specialists to document the calls received at the call center. Process the calls and record data into the information and referral database. Assist with database management. Previous information and referral or call center experience is a plus. Successful candidate must possess skills to complete certification through the Alliance of Information and Referral System (AIRS) as a Community Resource Specialist within a year hire. Ability to work differing shifts between 7 am and 6 pm as well as the possibility of some holidays.
Essential Functions/Roles & Responsibilities of the Position:
- Respond to calls and provide appropriate referrals using the resources available through Alaska 2-1-1
- Enter caller information correctly in the call module
- Perform follow-up calls as part of the Quality Assurance requirements
- Support other functions of the call center (i.e. prepare mailings, filing, etc.,)
- Ensure stability of the database platform
- Willingness to pursue required credentialing
- Day-to-day database work when fully trained
- Assess and meet the immediate, short-term needs of inquirers who are experiencing a crisis, including domestic abuse, mental health crises or thoughts of suicide.
- Demonstrate strong customer focus with all users of the service; ability to work with diverse populations within the context of developing the cultural competency need to provide appropriate resources to inquirers.
- Participate in and represent 2-1-1 in outreach to community groups, local businesses and social service providers to enhance knowledge, understanding and use of 2-1-1 services.
- Other duties as assigned
- Bachelor’s degree in human services, or related field preferred; will also consider candidates with an Associate’s degree, some college education, and/or experience in a contact center/customer service and/or human service delivery.
- Excellent customer service skills; ability to work with internal and external customers in a friendly, cooperative, and professional manner.
- Ability to work well under pressure and handle conflict in a professional manner.
- Ability to adapt to changing conditions including shift changes, metrics, and during disasters.
- Work effectively with others both inside and outside the organization.
- Excellent PC skills, including proficiency in Outlook, Word and Excel.
- Excellent English language skills including spelling, grammar and punctuation.
- Ability to multi-task and work in a fast paced, high change environment with periods of both high and low inquirer volume.
- Resilient attitude including handling disappointment and/or rejection while still working well.
- Required to become AIRS certified when eligible.
Hours of Work:
Monday through Friday with the ability to work between 8:30am and 6pm as well as the possibility of some holidays and occasional weekend and evening commitments.
To Apply: Please submit a copy of you resume and letter of interest to Kayla Green, Director of People & Culture: email@example.com.
Position open until filled.
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.