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Helpline Associate

Franklin, IN

Relocation expenses: Not paid

Full time
1 - 2 years of experience
High School Diploma
Bachelor's Degree
Associate Degree
$31,000 to $40,000 per year

Published on 20 May 2022

Expires on 20 May 2022

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Helpline Associate

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United Way of Johnson County is located in Franklin, Indiana, and serves over 30,000 Johnson County residents each year through 17 funded agency partners and 8 direct service programs.  United Way of Johnson County is overseen by a volunteer board of directors who ensure that we meet our mission “to organize caring people to identify and meet human needs in our community”.  


United Way of Johnson County is looking for an entry-level social work or human services candidate for the Helpline Associate position.  The Helpline Associate will  join an existing team of five staff. This individual provides quality health and human services information to over 1500 callers who are in need with the intent to link those persons to appropriate resources for assistance to assume the daily responsibilities of the Helpline program, The Helpline Associate will report to the Impact Director and work closely with the Impact Director on several other United Way of Johnson County programs, including Operation Bundle Up (winter coat collection and distribution), Christmas Angels, and the No Place to Call Home program (homeless prevention and intervention).  

- Provide information and referrals about health and human services to individuals and organizations via telephone, email, and walk-in contact, when required
-Assess client needs, identify appropriate resources, provide all necessary information, and identify alternatives resources for clients, as appropriate.
Maintain accurate client data records by collecting all appropriate demographics.
-Advocate on behalf of clients who are in a crisis while working with community partners to provide comprehensive information on services, for example assisting homeless individuals to available shelters.  
Assist with safety planning if clients are in an unsafe environment
-Assist No Place to Call Home Program 
-Assist the Impact Director with Operation Bundle Up, including managing the planning committee, working with collection locations, recruiting volunteers for the program, and event set up and implementation
-Be responsible for the Helpline brochure including the following:  maintaining and updating the current information on a bi-yearly basis or as significant program changes occur in the community; responsible for design, writing and production; ensure adequate supply is maintained for all times of the year; distribution to designated locations on a bi-yearly schedule; track distribution including numbers distributed and locations; and recruit volutneers to assist with production and distribution of the brochures.
-Stay current and knowledgeable about community resources and available programs through networking with social service providers, governmental agencies, township trustees, health-care providers, educational services and faith-based organizations.
-Be responsible for submitting grants and requested information to current funders.
-Assist Impact Director with the Christmas assistance program, including phone support for applicants and donors and data entry of applications
-Assist with other functions of United Way of Johnson County, including but not limited to, Fast Track, Day of Caring, Annual Celebration and Kick Off


Bachelor’s degree and/or experience in a human service-related field
Operational knowledge of information and referral services
Knowledge of social service agencies
Understanding of community relations in resourcing and networking
Compassionate and empathetic to client situations
Strong listening and critical thinking skills
Realistic approach to addressing clients needs and understanding limitations of services available
Communication, written, presentation and interpersonal skills
Project management skills
Ability to handle multiple tasks and meet deadlines
Proficient with Microsoft office products, specifically Word, Excel and PowerPoint
Understanding Confidentiality
Ability to work with volunteers
Ability to lift 20-30 lbs
Available to work some evenings and weekends

●    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.