The United Way 211 Associate will assist consumers with getting or giving help and finding the most adequate human service resource solution available; to collect and record data on service availability and usage. Provides broad based human service needs assessment, information and referral provision. Conducts follow-up and advocacy as appropriate. Call handling for special projects as designated.
KEY AREAS OF RESPONSIBILITY:
- Assist and educate callers from a 12-county area and other areas in non-judgmental manner about available social services through active listening, problem solving, interpreting complex human problems, researching for information, contacting agencies and providing caller information. This includes ongoing and intermittent special projects like, Brown County Counseling, EITC, SB6, SNAP.
- Assists callers with special needs or crisis situations by helping to identify the problem(s) through interviewing skills, identifying primary and secondary resources, by discussing options with the caller, and helping the caller decide on the plan of action. Advocates for callers who are incapacitated by age, physical or mental illness or handicap, or who are otherwise unable to communicate with various service delivery systems effectively.
- Follow up as appropriate on calls to assure that the needed service was received. Assists caller with information about available volunteer opportunities and collects follow up information for Volunteer Connections staff.
- Collect and record data on callers’ need, demographic characteristics and service experience for use in monthly statistical and activity reports.
- Collect and record data on community organizations, facilities and their services for 211 Refer database.
- Acquire and provide ongoing staff education by doing assigned and/or appropriate reading, participation in regular staff meetings, attending training and/or workshops, writing reports on meetings attended and maintaining a network of communication with staff. AIRS CIRS Certification required of all eligible employees.
- Represent United Way 211 and the United Way of Greater Cincinnati at community functions and/or organizations. Participates in United Way committees and meetings as appropriate.
- A Bachelor's Degree in human service or equivalent experience.
- One year of work experience in human service field and previous experience in social service interviewing is desirable.
- Listening and communication skills, knowledge of community resources, and writing skills are preferred.
- License or licensee eligibility desired.
- Must be able to work closely with others and foster a workable, effective and productive relationship with other staff, administration, volunteers, agencies and callers.
- Call center office environment.
- Extended viewing of computer monitor.
- To work nights, weekends, holidays and during times of emergency crisis/community disaster as needed.
- Work requires the ability to properly read and write well enough to type, edit, and proof general business correspondence and prepare reports.
- Position requires solid organizational, interpersonal, and communication skills.
- Ability to lift up to 20 pounds.
- Occasional local travel to events within the regional area.
Applicants should apply by Tuesday, July 23, 2019 via the link below:
UWGC is an Equal Opportunity Employer Committed to Diversity and Inclusion