WV 211 Community Resources Specialist/Administrative Assistant

POSITION OVERVIEW

211 is a three-digit phone number that connects callers with free and confidential information and referral services. The 211 CRS provides services to individuals in Harrison and Doddridge Counties of Northcentral WV and provides office support for the United Way. Key responsibilities include answering calls, texts, chats, and emails to assist individuals and professionals in accessing and navigating community resources through the 211 Call Center. The CRS is the direct liaison with people seeking information and help. It is the responsibility of the CRS to work with those in need of assistance to ensure that they receive prompt and accurate information regarding services. In addition to helping callers, the community resource specialist works with community agencies to support and enhance the resources of the 211 database. The flow of the day is dependent on the number of inquiries for information of referrals. Some days are busier than others, and the CRS should be comfortable with prioritizing tasks between inquiries, such as completing database record management, follow-ups, or other supportive tasks. This position works at a local office in Clarksburg, WV.

The CRS is trained by the statewide program office to respond to inquiries and to maintain the 211 database.

Key Responsibilities:

211 Calls (40%)

• Provide high-quality and accurate information and referral services to individuals via telephone, Internet, and text/SMS.
• Build rapport and maintain a conversational tone while establishing professional dialogue, assess caller needs, understand, eligibility, and identify appropriate resources in the local community while providing enough information about each organization to help individuals make an informed choice.
• Demonstrate sensitivity and empathy regarding human service issues. Project a non-judgmental attitude towards people with diverse backgrounds and situations.
• Adhere to uniform data standards for gathering and documenting client contact to ensure adequate representation of caller needs and referrals provided.
• Support of 24/7 disaster response during times of activation.
• Respond to inquiries via phone, chat, text, and email on a scheduled basis.
• Assess callers’ needs and provide relevant social service referrals using an online database.
• Conduct follow-up calls to evaluate the effectiveness of referrals.
• Advocate for callers facing barriers to accessing services.
• Provide crisis intervention as per established protocols.
• Document all client interactions, including demographics and unmet needs.
• Maintain knowledge of local health and human service providers to assist callers effectively.
• Attend staff meetings, training, and in-services as required by the 211 Program Director.
• Complete ongoing training to stay updated on the processes and systems.
• Work extended hours as needed for disaster management.
• Participate in statewide committees related to 211.
• Support local and statewide initiatives and grant-funded activities associated with 211 United Way of Harrison and Doddridge Counties

211 Resource Database (25%)

• Assistance management of agency information in 211 database. All agencies and programs must be updated and verified on an annual basis.
• Respond to agencies, inquiries, and assist agencies in updating their information via phone, mail, websites, and in person.
• Support the maintenance of the 211 database and assist with quality assurance processes.
• Perform ongoing outreach to area organizations to maintain awareness and understanding of services provided, eligibility, criteria, service area, etc.
• Represent 211 at external meetings, presentations, and other events to gain knowledge of resources, establish, build relationships, and promote awareness, and utilization of 211.

COMMUNITY OUTREACH AND ENGAGEMENT (10%)

• Support community outreach initiatives by visiting partner agencies, attending community meetings and events, and delivering presentations to professional and community groups.
• Contribute to the preparation of monthly, quarterly, and annual reports on 211 call data, including call handling metrics.

OTHER/Administrative Assistant (25%)

• General office duties (e.g. pick up mail, filing, drafting and editing correspondence, answering phones and e-mail, etc.).
• Complete other duties as assigned by United Way Harrison and Doddridge Counties Executive Director, Finance Director, and Fundraising and Community Development Coordinator. This could include United Way initiative work like Day of Caring, educational events, Resilience Collaborative activities, and any other events that support the mission.
• Crosstrain to provide support to all other staff positions.

REQUIRED SKILLS/EXPERIENCE

• High school diploma or equivalent required.
• Enrolled in or completed post-secondary education (preferred).
• Experience can substitute for education.
• Experience in business, human services, or customer service roles.
• Microsoft 365 (Word, Outlook, Excel, Teams, etc.) and internet navigation.
• Proficient in general database management and data entry.
• Strong verbal communicator dedicated to connecting callers with appropriate community resources.
• Willingness to learn new systems and participate in ongoing training for skill development.
• Excellent organizational skills.
• Effective written and verbal communication skills.
• Ability to keep information confidential.
• Strong time management skills in the ability to balance multiple tasks.
• Ability to work both independently and as part of a team.
• Details oriented.
• Ability to be at a desk and on the phone for extended periods of time.
• Excellent listening skills.
• Ability to effectively multitask in a fast-paced environment.
• Conduct outreach and build relationships with individuals and organizations.

DESIRABLE QUALIFICATIONS

• Experience in communicating with individuals in crisis or seeking addiction and recovery resources.
• Previous call center experience.
• Alliance of Information and Referral Systems (AIRS) certified. NOTE: Certification is required after first year of employment.
• Mental Health First Aid, Trauma-Informed, or Crisis Intervention trained.
• Knowledge of local resources in northcentral West Virginia.

WORKING ENVIRONMENT

The majority of work is performed at a desk, requiring the use of a computer and peripherals. There may be occasional exposure to repetitive tasks associated with computer work. Local travel will be conducted using the employee’s vehicle, with travel expenses reimbursed. Employees will also utilize United Way provided equipment, such as computers, headsets, and additional monitors. Work involves direct in-person and telephonic contact with individuals from diverse cultural and socioeconomic backgrounds. Employee may occasionally be exposed to unpleasant or disturbing circumstances.

LOCATION AND TIME REQUIREMENTS

Work hours, established collaboratively by the applicant and supervisor, typically range from 8:00 AM to 4:30 PM, Monday to Friday. The in-person position allows for a combination of in-office and field work. The office is located on Main Street in Clarksburg, WV. Secondary office location is on Pike Street, Clarksburg, WV. Most travel is confined to Harrison and Doddridge Counties with occasional day trip travel to other locations.

United Way of Harrison and Doddridge Counties is an Equal Opportunity Employer.