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Purpose of Position:&nbsp;Through active listening, effectively identify and connect people in need to available community resources while demonstrating respect and compassion. I&amp;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.&nbsp;Key Responsibilities and Essential Functions:&nbsp;<ul><li>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.</li></ul><ul><li>100% compliance with UW 211 policies and procedures</li><li>Knowledge or willingness to learn &amp; compliance with Inform USA (formerly AIRS)</li><li>Establish clear and effective communication using good contact techniques and active listening in a non-judgmental way</li><li>Accurately assess caller’s needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions</li><li>Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller’s need(s)</li><li>Help caller address any perceived barriers or challenges to getting assistance</li><li>Offer honest information regarding services or programs that may not exist in our community. Discuss alternatives, if possible</li><li>Use direct intervention and advocacy when needed as agreed to by the caller</li><li>Conduct complete and accurate interviews and capture all required data into contact center software(s)</li><li>Respect and maintain client confidentiality; follow all agency and program guidelines regarding confidentiality</li><li>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</li><li>Demonstrate a willingness and ability to work with difficult callers or calls using accepted techniques and principles</li><li>Develop and practice individual self-care plans</li><li>Follow up on referral cases or other inquires as needed</li><li>Demonstrate a desire to improve with active and open participation in quality assurance program</li><li>Complete required initial and ongoing training as needed</li><li>Demonstrate a commitment to United Way’s vision, mission, values, and Code of Ethics in all interactions with coworkers and constituents</li><li>Expected to maintain an average score of 70% or greater on all individual performance metrics</li><li>Perform other such duties as may be assigned by the supervisory team</li><li>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. &nbsp;</li></ul>Experience/Qualifications:&nbsp;<ul><li>Applicant should possess a motivation to help people, a non-judgmental attitude, excellent interpersonal skills, and an ability to empathize&nbsp;&nbsp;</li><li>Enter&nbsp;a minimum of 2 years of experience in related field&nbsp;</li><li>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&nbsp;</li><li>Inbound call experience or prior I&amp;R experience strongly preferred</li><li>Proficiency in oral and written communication skills</li><li>Demonstrated proficiency in the use of computer equipment, phones, various software programs and resource file</li><li>Comfortable handling calls from a wide-range of people in crisis situations&nbsp;</li><li>Ability to work effectively under stress and maintain productivity and composure under pressure</li><li>Comfortable working in a fast-paced environment</li><li>Adapt readily to changes</li><li>Ability to use good judgment and assessment techniques</li><li>Ability to work with minimal supervision</li><li>Effectively prioritizes work and establishes clear goals in coordination with supervisor&nbsp;</li><li>Flexibility to work variable shifts within a hybrid, remote environment.&nbsp;</li><li>Overtime and holidays as assigned</li><li>Ability to pass and maintain a Level 2 background check is required.&nbsp; 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.</li><li>Must pass pre-employment drug screening&nbsp;</li><li>Staff members who drive a vehicle on UWNEFL business must provide proof of a valid driver’s license and current automobile insurance. &nbsp;</li><li>Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida.&nbsp;&nbsp;</li><li>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.&nbsp;</li></ul>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&nbsp;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.&nbsp;Continual use of the hands with wrist and finger movement using a keyboard is required.&nbsp;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.&nbsp;United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.UWNEFL reserves the right to adjust work location.

United Way of Northeast Florida

Northeast Florida

Information & Referral Specialist

United Way of Lee, Hendry, and Glades 7273 Concourse Drive | Fort Myers, FL 33908 | 239.433.2000 <a href="http://www.UnitedWayLee.org" target="_blank">www.UnitedWayLee.org</a> Job Description Job Title: Expanded Learning Manager Department: Community Partnership Schools Reports To: Director, Community Partnership School at Fort Myers Middle School Classification: Part Time – Non-Exempt Compensation Range: $20 - $22 per hour Send Cover and Resume to: <a href="mailto:Felicitas@UnitedWayLee.org" target="_blank">Felicitas@UnitedWayLee.org</a> Deadline to apply: Monday, September 8 at 5:00 PM ABOUT UNITED WAY OF LEE, HENDRY, and GLADES United Way of Lee, Hendry, Glades and (UWLHG) is a volunteer driven organization dedicated to improving the quality of life for all people in our community. This is accomplished through fundraising, fund distribution (90+ partners), community building, volunteer advancement, and information and referral. UWLHG is a $20 million nonprofit social services organization, with 75+employees in four locations with the main campus being located at 7273 Concourse Drive, Fort Myers, FL. The majority of funding is from private donations although UWLHG also receives local, state, and federal grants. Job Summary: Assist the Community Partnership School Director with administrative tasks, including correspondence, scheduling, and database management. Support the entire grant process, encompassing monitoring, financial tracking, and agency oversight. Develop and manage expanded learning and enrichment programs, working closely with partner agencies to build relationships, implement programming, and ensure program effectiveness. Essential Functions: 1. Coordinate with partner agencies providing programs, services, and/or resources at the Community Partnership School. 2. Manage scheduling of meetings, appointments, and other school functions for the Community Partnership Schools team. 3. Implement and oversee expanded learning opportunities at the Community Partnership School. 4. Research and implement best practices for educational and social-emotional support. 5. Track data and manage deliverables to meet funding requirements, as set forth by grant funders. 6. Collaborate with key core partners of the Community Partnership Schools program, including the University of Central Florida, the School District of Lee County, Florida Gulf Coast University, and Lee Health. 7. Participate in training and site visits related to Community Partnership School development. 8. Coordinate, facilitate, and participate in Community Partnership School’s cabinet, council, and team meetings. 9. Engage in community outreach events to promote the Community Partnership Schools program. 10. Act as a liaison to the network of United Way agencies to identify potential programs and partners. 11. Prepare and monitor monthly reports due to the University of Central Florida, other funders, and partners. 12. Complete, pass, and maintain training and certifications. 13. Maintain and update the relevant databases in DaySmart, Outlook, spreadsheets, VisionLink, ANDAR, Galaxy, Learning Circle, and any other tracking mechanisms. 14. Work with multiple departments to achieve individual and departmental goals. 15. Assist the Community Partnership School team with goal achievement. Direct Reports: None Other Duties: This job description outlines the core responsibilities and expectations for this role; however, it is not an exhaustive list of all duties and tasks. Employees may be assigned additional responsibilities that align with organizational needs, departmental objectives, and their skills. These duties may evolve over time to support business goals, and adjustments may be made with or without prior notice. Supervisory Responsibilities: Responsible for supervising Community Partnership Schools interns and expanded learning volunteers. Qualifications: The following requirements are representative of the knowledge, skill, and/or ability required to satisfactorily perform the essential job duties. Knowledge of Relationship Building, Community Relations, and Project Implementation and Management. Interpersonal Skills: Excellent active listening, and interpersonal skills required. Strong problem solving, critical thinking, prioritization and judgment skills required. Business writing skills are necessary. Strong administrative and operational skills essential. Language Skills: Ability to write reports and business correspondence. Ability to present information to and respond to questions from groups of diverse organizational employees, managers, and senior level high profile decision makers. Computer Skills: Requires knowledge of MS office software and database programs. Presentations Skills: Public speaking may be required. Licenses: Valid Florida Driver’s License with a driving record that meets our insurance guidelines. Other Skills: Problem solving capabilities and cultural diversity skills. The ability to handle confidential information appropriately. Education and/or Experience: Minimum of bachelor’s degree or comparable work experience. A minimum of two years of experience in a school or community setting. Customer service and social service experience preferred. Physical Demands: 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. While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and/or hear. The employee is frequently required to use finger and hand motion and occasionally to stand, walk, and reach with hands and arms. The employee must frequently lift and/ or move up to 30 pounds and occasionally lift and/or move up to 40 pounds. There may be additional physical requirements associated with department meetings/events. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus. Requires talking, hearing, and visual acuity sufficient to perform these major functions. Occasionally, the work of this position is spent at offsite meetings, or event locations within Lee, Hendry, or Glades County. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment, including occasional off-site venues, and outside event areas in various weather conditions. This role routinely uses standard office equipment such as computers, phones, and photocopiers. United Way is an equal employment opportunity employer and does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability age, genetic information or any other characteristic protected by law. This nondiscrimination policy extends to all terms, conditions, participation in all company-sponsored activities, and all employment actions. United Way will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in undue hardship. Terms of employment are subject to satisfactory negative drug testing as part of our drug-free workplace program. Level II background screening will be conducted because of the nature of the position. Applicants may be asked to take an online skill assessment. Additional Information: • Opportunity to work with smart, passionate, and enthusiastic team members and volunteers. • Working with diverse staff and other constituents • Culture of high-performance expectations and accountability • Exciting and challenging work • Opportunity to help solve the community’s toughest problems. • Competitive pay that is commensurate with demonstrated successful performance and experience • Paid

United Way of Lee, Hendry, Glades

Expanded Learning Manager

2 Administration / Customer Service Jobs in Florida