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2-1-1 Information Specialist

Salt Lake City, UT

Relocation expenses: Not paid

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

Published on 13 Oct 2017

Expires on 14 Oct 2017

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2-1-1 Information Specialist


United Way of Salt Lake (UWSL) is bringing together powerful partnerships to build lasting social change in our community. We envision an inclusive community where all people achieve their human potential. Our workplace is fast-paced, progressive, innovative, friendly, and adaptive. At UWSL we believe in celebrating success, learning from failure, and setting ambitious goals. And, the work we are doing in our community is creating change that will last for years to come. Our wages are competitive, the benefits package is comprehensive, and perks like flexible schedules and staff parties make every day unique. We have also been named one of Utah Business's Best Places to work, three years running.

This position is for the purpose of helping with 2-1-1 incoming calls. It is a 32-hour full-time position with the possibility of increasing to 40 hours during certain months of the year. This position is to be scheduled within regular business hours 8am – 8pm, Monday through Friday.  Hours are subject to change as needed due to call volume demands.


  1. Respond to requests from the community for information about available programs, volunteer opportunities, and human service agencies

  2. Maintain accurate record of calls received

  3. Request data from callers and accurately record in database

  4. Follow call process as required for quality or contract specifications

  5. Perform follow-up contacts with clients or service providers as needed

  6. Be able to speak to those in crisis and connect to appropriate agency and/or de-escalate the situation

  7. Help with promoting the center by occasionally participating in public relation efforts

  8. Ensures email and after-hours messages are returned within 24 hours and provide necessary reports

  9. Available for holiday coverage

  10. Performs other related duties as assigned by the supervisory personnel


  • Be empathetic to the caller even when situation on the call might be difficult

  • Strong communication skills and are able to give and receive feedback

  • Build trust quickly on a call and communicate sometimes difficult information

  • Take control of the call and set boundaries

  • Work in a sometimes high-stress environment

  • Able to multitask and work with different programs on a daily basis

  • Reliable and trust worthy both with their team and for the callers

  • Be flexible since change is always happening on the call floor

  • Action-oriented individuals that enjoy taking on new opportunities since there are several opportunities to work on projects throughout the year outside of taking phone calls


  • Bachelor’s degree in business or human services field OR equivalent directly related experience

  • Must be able to work in a professional manner with a wide variety of personalities and backgrounds

  • Demonstrate strong written and oral communication skills both in English and Spanish

  • Demonstrate and document ability to work with multiple software, databases, and other programs

  • Excellent interpersonal and problem-solving skills

  • High standards of professional ethics and conduct

  • Required to be fluent in Spanish both oral and written


The employee is regularly required to communicate clearly and exchange accurate information interpersonally or through communication devices. Must be able to learn new systems and procedures, prepare and analyze data and figures, constantly operate a computer and other standard office machinery. The position requires occasional movement throughout the office to access files, papers, or move supplies weighing up to 25lbs. Must be able to remain in a stationary position 75% of the time.     


This is a non-exempt position; pay starts at $15 per hour.


Please visit to apply for our current openings. A complete application will include a resume and cover letter. You may contact if you have any questions regarding employment opportunities.