Information & Referral Specialist

Purpose of Position:

Through active listening, effectively identify and connect people in need to available community resources while demonstrating respect and compassion. I&R Specialists may be called upon to de-escalate stressful situations, be involved in follow up communications, complete intake assessment for specialized programs or services, perform outbound calls, basic database maintenance and community outreach.

Key Responsibilities and Essential Functions:

• Provide exceptional customer service as the first point of contact with the United Way of Northeast Florida 211 by linking community members with appropriate services and providing immediate crisis intervention as necessary.

• 100% compliance with UW 211 policies and procedures
• Knowledge or willingness to learn & compliance with Inform USA (formerly AIRS)
• Establish clear and effective communication using good contact techniques and active listening in a non-judgmental way
• Accurately assess caller’s needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions
• Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller’s need(s)
• Help caller address any perceived barriers or challenges to getting assistance
• Offer honest information regarding services or programs that may not exist in our community. Discuss alternatives, if possible
• Use direct intervention and advocacy when needed as agreed to by the caller
• Conduct complete and accurate interviews and capture all required data into contact center software(s)
• Respect and maintain client confidentiality; follow all agency and program guidelines regarding confidentiality
• If a client is in a crisis, life-threatening or suicidal situation, assist the client to move from an emotional state to a cognitive state
• Demonstrate a willingness and ability to work with difficult callers or calls using accepted techniques and principles
• Develop and practice individual self-care plans
• Follow up on referral cases or other inquires as needed
• Demonstrate a desire to improve with active and open participation in quality assurance program
• Complete required initial and ongoing training as needed
• Demonstrate a commitment to United Way’s vision, mission, values, and Code of Ethics in all interactions with coworkers and constituents
• Expected to maintain an average score of 70% or greater on all individual performance metrics
• Perform other such duties as may be assigned by the supervisory team
• These job responsibilities are to be the main emphasis of this position.  As with every job at United Way, it is not possible to define jobs precisely.  Should the need exist, every person in the organization will assist in any way necessary to assure an efficient and cooperative environment. 

Experience/Qualifications:

• Applicant should possess a motivation to help people, a non-judgmental attitude, excellent interpersonal skills, and an ability to empathize
• Enter a minimum of 2 years of experience in related field
• High School diploma/GED required. Associate’s degree in a health and human services related field preferred OR minimum one-year experience in health and human service related field
• Inbound call experience or prior I&R experience strongly preferred
• Proficiency in oral and written communication skills
• Demonstrated proficiency in the use of computer equipment, phones, various software programs and resource file
• Comfortable handling calls from a wide-range of people in crisis situations
• Ability to work effectively under stress and maintain productivity and composure under pressure
• Comfortable working in a fast-paced environment
• Adapt readily to changes
• Ability to use good judgment and assessment techniques
• Ability to work with minimal supervision
• Effectively prioritizes work and establishes clear goals in coordination with supervisor
• Flexibility to work variable shifts within a hybrid, remote environment.
• Overtime and holidays as assigned
• Ability to pass and maintain a Level 2 background check is required. This is a security background investigation requiring submitting fingerprints to be screened through state law enforcement agencies and the FBI for national criminal history records.
• Must pass pre-employment drug screening
• Staff members who drive a vehicle on UWNEFL business must provide proof of a valid driver’s license and current automobile insurance. 
• Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida.
• Actively participate in the broader organizational activities and be a brand steward within the community, outside agencies and/or programs to enhance United Way services to the community.

General Physical Requirements for Essential Functions of the Job:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations

may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and/or hear.

Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

This description is not designed to contain a comprehensive inventory of all responsibilities and qualifications required of all team members assigned to this position. It is intended only to describe the key elements relative to each section. Also, duties and/or requirements of this position may be modified, added or deleted at any time. This supersedes all descriptions previously written for the same position. Unique equivalent skills and experience may possibly substitute for required position requirements.

Additional Information:

The attributes listed above represent our current thinking for the role. You can be a great candidate even if you don't fit everything we've described below. You can also have important skills we haven't thought of. If that's you - even if you’re on the fence - we encourage you to apply and tell us about yourself! Unique equivalent skills and experience may possibly substitute for required position requirements.

We have built an environment that celebrates the differences in backgrounds and experiences.

United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.

UWNEFL reserves the right to adjust work location.