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November 2025 

JOB DESCRIPTION 


Position Description: United Way 211 Resource Specialist 
Reports to: United Way 211 Director 
Salary Range: $40,000 - $43,000 DOE 
Position Status: Full time, Non-Exempt 
Send Cover Letter and Resumé to: Keila Santigo, Director 211 <a href="mailto:Keila@UnitedWayLee.org" target="_blank">Keila@UnitedWayLee.org</a> 
Application Deadline: February 6, 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 $16 
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 
 
The Community Resource Specialist is the direct liaison with people seeking information and help from health 
and human service programs. It is the responsibility of the Resource Specialist to work with those in crisis and 
in need of services to ensure that they receive prompt and accurate information regarding human services. 
This communication will require problem solving and follow-up services. This position will be cross-trained to 
facilitate 988 (formerly known as the Suicide Hotline) and Mission United (veteran-focused) calls and will also 
be required to complete associated certifications within three months of being eligible (Inform USA certified as 
well as additional 988-related trainings). 

 
Key Responsibilities/Essential Functions 

• Provides high quality Information and Referral Services to both individuals and agencies. 

• Assists clients and agencies with problem solving to arrive at helpful solutions. Types of calls will include 
basic needs, mental health (possible suicide threats), homelessness and medical requests. 

• Assist/screens clients applying for various programs including Affordable Healthcare, Help Me Grow, Mission 
United, VITA (Volunteer Income Tax Assistance), Medicaid, and Food Stamps. 

• Conducts comprehensive needs and service assessments via telephone, email or Text/Chat 

• Maintains the highest level of confidentiality of client information. 

• Accurately documents client assessments and referrals in program data system. 

• Assists with the data management and quality assurance process of United Way 2-1-1 by: 
o Surveying agencies in the 2-1-1 database at regular intervals, but at least annually. 
o Updating existing agency and program profiles after reported changes have been verified in a timely 

manner upon receipt of submissions. 

<a href="mailto:Keila@UnitedWayLee.org" target="_blank">mailto:Keila@UnitedWayLee.org</a>

November 2025 

o Conducting interviews, as needed, with appropriate agency contacts, asking clarifying questions in 
a concise manner, and remaining courteous and professional throughout the process. 

o Maintains an audit trail for each organization that shows number of attempts to update, who 
completed the updates and when updates were successfully completed. 

• Actively participates in ongoing supervision, training and team meetings as needed. 

• May represent United Way 211 by participating in community meetings either in person or by 
electronic means. 

• Contributes to the overall success of United Way by performing other essential duties and 
responsibilities as assigned. 

• Emergency Response – all employees will be required to work before, during, or after an Emergency 
as needed. During an Emergency, employees may temporarily be assigned to work and perform 
duties outside the normal scope of their position, location, and work schedule to fit the needs of the 
County and its citizens. 

 
Other Duties 
Please note this job description is not designed to cover or contain a comprehensive listing of activities, 

duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and 

activities may change at any time with or without notice. Other duties as assigned. 

Education/Requirements 

• Four-year degree preferred or two-year degree with equivalent experience. At least 4 years of direct 
experience may be substituted for education as appropriate. 

• Strong organizational skills, critical thinking, and problem-solving abilities. 

• Effective communication skills, including when communicating with individuals experiencing crisis. This 
includes written, verbal, and interpersonal communication. 

• Ability to work independently, as well as in a team-oriented environment. 

• Ability to handle multiple responsibilities in stressful situations. 

• Ability to establish and maintain positive and diverse working relationships. 

• Proficiency in database systems and Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook. 

• A knowledge of community resources and services in Southwest Florida is preferred. 

 
Direct Reports - None 
 
Physical Requirements &amp; Working Conditions 
 
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. 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. 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 thirty pounds and occasionally 
lift and/or move up to forty pounds. There may be additional physical requirements associated with 


November 2025 

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. 
 
Licenses- Valid Florida Driver’s License with a driving record that meets our insurance guidelines. 
 
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. 
 
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. - 5:00 p.m. Some 
evening and weekend hours may be required as job duties demand. The position’s primary location is the 
United Way Impact Center in Fort Myers. 
 
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 skills 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 Health and Dental Insurance for employee, 401K, and Monthly Accrued Vacation and Sick Leave

United Way of Lee, Hendry, Glades

211 Resource Specialist

The major responsibilities of this position include, but are not limited to: Models the attributes of respect, trust, sensitivity and confidentiality to callers, volunteers, and coworkers. Demonstrates competency in the field of peer recovery, including: Actively implementing the values, philosophy, and standards of the Recovery Peer Specialist. Modeling relationship building based on the tenets of peer support with callers, volunteers, and coworkers. Attaining certification as a Recovery Peer Specialist within the required time frame of hire. Provides care coordination services via telephone, email, IM/Chat, and in-person to 1st Responders/ Veterans, including: Advocates on behalf of 1st Responders/Veterans and families to access federally funded and private organizations to meet basic and related service needs. Conduct comprehensive needs and service assessments via telephone, email, or IM/Chat. Assists clients and agencies with problem solving to arrive at helpful solutions. Types of calls will include basic needs, mental health (possible suicide threats), homelessness and medical requests. Maintains confidentiality of client information. Accurately documents client assessments and referrals in program data system. Performs follow-up procedures to ensure quality of service delivery. Assists the 211 Contact Center as needed to ensure adequate coverage and high-quality service delivery during periods of increased demand, staffing needs, or emergency response. Engages in cross-departmental collaboration with United Way programs, including the United Way Volunteer Center and VITA (Volunteer Income Tax Assistance), to support programmatic coordination and enhance client access to services and resources. Supports the Program Manager in all aspects of programming, including but not limited to data collection and reporting, meeting preparation and support, and other identified and emergent tasks as assigned. Emergency Response- all employees will be required to work before, during, or after an Emergency as needed. During an Emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens. Some travel is required.

2 Community Services Jobs in Fort Myers, FL, USA