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OVERVIEWMission: To improve lives by mobilizing the caring power of Greater Kansas CityWe’re more than fundraisers. We’re hand-raisers and game-changers. We go looking for the tough issues in our community, and with your help, we go solve them. United Way Greater Kansas City unites donors, volunteers, businesses, nonprofits and community leaders to help change the lives of those in need. We are making Kansas City and the surrounding area better…100 years and counting. &nbsp;&nbsp;We are a team of adaptive, driven, focused and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible – with a hybrid virtual and in-office environment.&nbsp; We believe that working hard and playing hard are essential to a job well-done. Come be a part of the pinnacle nonprofit in our community!JOB IDENTIFICATIONJob Title: 211 Community Resource Specialist Part-timeDepartment: Community Impact - 211POSITION SUMMARYReports To: Contact Center Manager, 211&nbsp;&nbsp;Location: Remote, must reside within an hour of office addressHours: Monday - 8:30am-3pm, Wednesday - 9am-3pm, Friday - 11am-3pm (Total Hours: 17 hours)United Way of Greater Kansas City is seeking Community Resource Specialists for the 211 information and referral (I&amp;R) line. United Way 211 is a free and confidential 24 hours a day and 7 days a week information and referral service that helps connect people to community resources by maintaining a comprehensive database of thousands of local and national community resources addressing food, shelter, utilities, healthcare, and other needs. The Community Resource Specialists will be responsible for handling local and contract calls utilizing the Inform USA I&amp;R standards in providing excellent customer service, caller problem assessment, information and referral, screening for program eligibility, advocacy, and appropriate follow-up.&nbsp;<h2>Responsibilities</h2>RESPONSIBILITIESPosition Duties &amp; Responsibilities: The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.Customer Service:&nbsp;<ul><li>Provides phone-based inbound and outbound client problem assessment, information and/or referral(s) and follow-up appropriate to the client’s needs.</li><li>Utilizes recognized professional and agency standards in carrying out the goal of resolution of the client’s problems or requests.</li><li>Provides consistent and excellent customer service and follows the core principles of CARE: Caring, Accurate and Resourceful, Every call. Meets established individual key performance indicators and benchmarks including, but not limited to, schedule adherence, call quality standards, and availability.</li><li>Required to have and maintain sufficient internet service (minimum of 50-100 Mbps) and related equipment to efficiently run the required programs. Other essential equipment will be provided.</li><li>Required to have a safe and private workspace conducive to maintaining client confidentiality.</li><li>Other duties such as special projects or seasonal protocols as assigned.</li></ul>Relationships:&nbsp;<ul><li>Provides advocacy for clients when a situation needs, or an individual is unable to follow through on the referral(s) independently. Advocacy can include outbound calls to agencies, research, or other reasonable steps to facilitate service delivery to the client.</li><li>Required to report to other designated location(s), including but not limited to the United Way of Greater Kansas City office for training, emergencies, and disaster.</li></ul>Operational Excellence:&nbsp;<ul><li>Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data in WellSky Community Services call records or other databases as contracts require.</li><li>Participates actively in new hire training of approximately 150 hours to be completed within 5-6 weeks (average of 25-37.5 hours per week).</li><li>Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills. Includes monthly staff meeting on the first Tuesday of each month from 1-2:30pm plus quarterly on-site training.&nbsp;</li><li>Applies for the Inform USA certification after completing necessary employment and experience criteria.</li></ul>SUCCESS FACTORSMetrics of Success:<ul><li>A compassionate curious communication style, especially with clients</li><li>Proactive problem solving, seeking to understand the root issue, not just the immediate problem</li><li>Works to build trusting relationships with others</li><li>Respect in all interactions</li><li>Clear and effective explanation of processes in multiple ways</li><li>Continuous learning</li><li>Reflection for improvement and seeks authentic feedback</li><li>Eagerness to adopt best practices</li><li>Responds to communications in a timely manner</li><li>Understands the impact their actions can have on others and manages conflicts effectively</li><li>Cooperation and participation</li><li>Flexibility with regular changes in resources, updates, fluctuations in call types and demands</li></ul><h2>Qualifications</h2>QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Education and/or Experience:<ul><li>Must be customer service orientated in all communications and situations and demonstrate a commitment to excellence.</li><li>Minimum of one year information and referral, contact center, social services, or related experience; knowledge of health and human services preferred.</li><li>High School diploma or equivalent required.</li><li>Must be able to provide services respectfully alongside all diverse populations.</li><li>Must be able to perform multiple tasks across multiple platforms, databases, and tools.</li><li>Must work well within a virtual team setting, regularly and effectively utilizing communication and collaborative tools provided.</li><li>Intermediate to advanced level computer skills required as multiple databases are utilized. Systems used include, but are not limited to: WellSky Community Services, NICE inContact, Microsoft Suite (Outlook, Word, Excel, PowerPoint), and Microsoft Teams. Must be able to utilize key systems independently as prescribed for job assignments at the completion of new hire training.</li><li>Bilingual Spanish is preferred but not required.</li></ul>Core Competencies:<ul><li>Catalyst: A change agent who actively convenes partnerships with others who offer diverse backgrounds, experiences and perspectives to drive community transformation and foster mission goals.</li><li>Achievement: Driven to make a difference – actively sets challenging stretch goals – passionately and purposely aims to achieve them; demonstrating adaptability and perseverance.</li><li>Responsive: Can be counted on to do what needs to be done. Models a consultative engagement approach in all interactions developing relationships both internally and externally, brings the “right” stakeholders into decisions and actions; and resolves conflicts respectfully.</li><li>Excellence: Invests in continuous learning, generously shares knowledge and strives to do the right thing in all endeavors to positively reflect the UWGKC brand and mission.</li><li>Solutions: Exhibits fierce resolve to understand root issues that impact achievement of results. Collaborates to devise creative, innovative solutions to optimize outcomes for those we serve.</li></ul>KEY DATESIf you are interested, please apply by: August 18, 2025We plan to begin interviewing candidates by: Rolling interviews until August 20, 2025.UWGKC Value PropositionWork Environment: RemotePosition Leader: Brian Shapley, Contact Center ManagerFLSA Status: Non-Exempt (Hourly)United Way of Greater Kansas City - Equal Opportunity Employer<a href="http://www.unitedwaygkc.org/about/careers" target="_blank">http://www.unitedwaygkc.org/about/careers</a>About United Way of Greater Kansas CityUnited Way of Greater Kansas City serves the six-county metropolitan area of Kansas City, partners with 145 agencies and serves more than 25,000 donors. The organization’s mission is to improve lives by mobilizing the caring power of Greater Kansas City.&nbsp; Its focus is to improve the health, education and financial stability of every person in the community. United Way of Greater Kansas City’s partners include global, national and local businesses, nonprofits, government, civic and faith-based organizations, along with educators, labor leaders, health providers, senior citizens, students and more. For more information, please visit <a href="http://www.UnitedWayGKC.org" target="_blank">www.UnitedWayGKC.org</a>.OMNI and our clients are Equal Opprotunity Employers.

United Way Greater Kansas City

United Way of Greater Kansas City

Community Resource Specialist

OVERVIEWMission: To improve lives by mobilizing the caring power of Greater Kansas CityWe’re more than fundraisers. We’re hand-raisers and game-changers. We go looking for the tough issues in our community, and with your help, we go solve them. United Way Greater Kansas City unites donors, volunteers, businesses, nonprofits and community leaders to help change the lives of those in need. We are making Kansas City and the surrounding area better…100 years and counting. &nbsp;&nbsp;We are a team of adaptive, driven, focused and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible – with a hybrid virtual and in-office environment.&nbsp; We believe that working hard and playing hard are essential to a job well-done. Come be a part of the pinnacle nonprofit in our community!JOB IDENTIFICATIONJob Title: 211 Community Resource Specialist Part-timeDepartment: Community Impact - 211POSITION SUMMARYReports To: Contact Center Manager, 211&nbsp;&nbsp;Location: Remote, must reside within an hour of office addressHours: Monday - 8:30am-3pm, Wednesday - 9am-3pm, Thursday - 8:30-2pm, Friday - 11am-3pm&nbsp;(Total Hours: 22.5)United Way of Greater Kansas City is seeking Community Resource Specialists for the 211 information and referral (I&amp;R) line. United Way 211 is a free and confidential 24 hours a day and 7 days a week information and referral service that helps connect people to community resources by maintaining a comprehensive database of thousands of local and national community resources addressing food, shelter, utilities, healthcare, and other needs. The Community Resource Specialists will be responsible for handling local and contract calls utilizing the Inform USA I&amp;R standards in providing excellent customer service, caller problem assessment, information and referral, screening for program eligibility, advocacy, and appropriate follow-up.&nbsp;<h2>Responsibilities</h2>RESPONSIBILITIESPosition Duties &amp; Responsibilities: The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.Customer Service:&nbsp;<ul><li>Provides phone-based inbound and outbound client problem assessment, information and/or referral(s) and follow-up appropriate to the client’s needs.</li><li>Utilizes recognized professional and agency standards in carrying out the goal of resolution of the client’s problems or requests.</li><li>Provides consistent and excellent customer service and follows the core principles of CARE: Caring, Accurate and Resourceful, Every call. Meets established individual key performance indicators and benchmarks including, but not limited to, schedule adherence, call quality standards, and availability.</li><li>Required to have and maintain sufficient internet service (minimum of 50-100 Mbps) and related equipment to efficiently run the required programs. Other essential equipment will be provided.</li><li>Required to have a safe and private workspace conducive to maintaining client confidentiality.</li><li>Other duties such as special projects or seasonal protocols as assigned.</li></ul>Relationships:&nbsp;<ul><li>Provides advocacy for clients when a situation needs, or an individual is unable to follow through on the referral(s) independently. Advocacy can include outbound calls to agencies, research, or other reasonable steps to facilitate service delivery to the client.</li><li>Required to report to other designated location(s), including but not limited to the United Way of Greater Kansas City office for training, emergencies, and disaster.</li></ul>Operational Excellence:&nbsp;<ul><li>Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data in WellSky Community Services call records or other databases as contracts require.</li><li>Participates actively in new hire training of approximately 150 hours to be completed within 5-6 weeks (average of 25-37.5 hours per week).</li><li>Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills. Includes monthly staff meeting on the first Tuesday of each month from 1-2:30pm plus quarterly on-site training.&nbsp;</li><li>Applies for the Inform USA certification after completing necessary employment and experience criteria.</li></ul>SUCCESS FACTORSMetrics of Success:<ul><li>A compassionate curious communication style, especially with clients</li><li>Proactive problem solving, seeking to understand the root issue, not just the immediate problem</li><li>Works to build trusting relationships with others</li><li>Respect in all interactions</li><li>Clear and effective explanation of processes in multiple ways</li><li>Continuous learning</li><li>Reflection for improvement and seeks authentic feedback</li><li>Eagerness to adopt best practices</li><li>Responds to communications in a timely manner</li><li>Understands the impact their actions can have on others and manages conflicts effectively</li><li>Cooperation and participation</li><li>Flexibility with regular changes in resources, updates, fluctuations in call types and demands</li></ul><h2>Qualifications</h2>QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Education and/or Experience:<ul><li>Must be customer service orientated in all communications and situations and demonstrate a commitment to excellence.</li><li>Minimum of one year information and referral, contact center, social services, or related experience; knowledge of health and human services preferred.</li><li>High School diploma or equivalent required.</li><li>Must be able to provide services respectfully alongside all diverse populations.</li><li>Must be able to perform multiple tasks across multiple platforms, databases, and tools.</li><li>Must work well within a virtual team setting, regularly and effectively utilizing communication and collaborative tools provided.</li><li>Intermediate to advanced level computer skills required as multiple databases are utilized. Systems used include, but are not limited to: WellSky Community Services, NICE inContact, Microsoft Suite (Outlook, Word, Excel, PowerPoint), and Microsoft Teams. Must be able to utilize key systems independently as prescribed for job assignments at the completion of new hire training.</li><li>Bilingual Spanish is preferred but not required.</li></ul>Core Competencies:<ul><li>Catalyst: A change agent who actively convenes partnerships with others who offer diverse backgrounds, experiences and perspectives to drive community transformation and foster mission goals.</li><li>Achievement: Driven to make a difference – actively sets challenging stretch goals – passionately and purposely aims to achieve them; demonstrating adaptability and perseverance.</li><li>Responsive: Can be counted on to do what needs to be done. Models a consultative engagement approach in all interactions developing relationships both internally and externally, brings the “right” stakeholders into decisions and actions; and resolves conflicts respectfully.</li><li>Excellence: Invests in continuous learning, generously shares knowledge and strives to do the right thing in all endeavors to positively reflect the UWGKC brand and mission.</li><li>Solutions: Exhibits fierce resolve to understand root issues that impact achievement of results. Collaborates to devise creative, innovative solutions to optimize outcomes for those we serve.</li></ul>KEY DATESIf you are interested, please apply by: August 18, 2025We plan to begin interviewing candidates by: Rolling interviews until August 20, 2025.UWGKC Value PropositionWork Environment: RemotePosition Leader: Brian Shapley, Contact Center ManagerFLSA Status: Non-Exempt (Hourly)United Way of Greater Kansas City - Equal Opportunity Employer<a href="http://www.unitedwaygkc.org/about/careers" target="_blank">http://www.unitedwaygkc.org/about/careers</a>About United Way of Greater Kansas CityUnited Way of Greater Kansas City serves the six-county metropolitan area of Kansas City, partners with 145 agencies and serves more than 25,000 donors. The organization’s mission is to improve lives by mobilizing the caring power of Greater Kansas City.&nbsp; Its focus is to improve the health, education and financial stability of every person in the community. United Way of Greater Kansas City’s partners include global, national and local businesses, nonprofits, government, civic and faith-based organizations, along with educators, labor leaders, health providers, senior citizens, students and more. For more information, please visit <a href="http://www.UnitedWayGKC.org" target="_blank">www.UnitedWayGKC.org</a>.OMNI and our clients are Equal Opprotunity Employers.

OVERVIEWMission: To improve lives by mobilizing the caring power of Greater Kansas CityWe’re more than fundraisers. We’re hand-raisers and game-changers. We go looking for the tough issues in our community, and with your help, we go solve them. United Way Greater Kansas City unites donors, volunteers, businesses, nonprofits and community leaders to help change the lives of those in need. We are making Kansas City and the surrounding area better…100 years and counting. &nbsp;&nbsp;We are a team of adaptive, driven, focused and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible – with a hybrid virtual and in-office environment.&nbsp; We believe that working hard and playing hard are essential to a job well-done. Come be a part of the pinnacle nonprofit in our community!JOB IDENTIFICATIONJob Title: 211 Community Resource Specialist Part-timeDepartment: Community Impact - 211POSITION SUMMARYReports To: Contact Center Manager, 211&nbsp;&nbsp;Location: Remote, must reside within an hour of office addressHours: Monday - 8am-3pm, Wednesday - 9am-3pm, Thursday - 8:30-2pm&nbsp;(Total Hours: 18 hours)United Way of Greater Kansas City is seeking Community Resource Specialists for the 211 information and referral (I&amp;R) line. United Way 211 is a free and confidential 24 hours a day and 7 days a week information and referral service that helps connect people to community resources by maintaining a comprehensive database of thousands of local and national community resources addressing food, shelter, utilities, healthcare, and other needs. The Community Resource Specialists will be responsible for handling local and contract calls utilizing the Inform USA I&amp;R standards in providing excellent customer service, caller problem assessment, information and referral, screening for program eligibility, advocacy, and appropriate follow-up.&nbsp;<h2>Responsibilities</h2>RESPONSIBILITIESPosition Duties &amp; Responsibilities: The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.Customer Service:&nbsp;<ul><li>Provides phone-based inbound and outbound client problem assessment, information and/or referral(s) and follow-up appropriate to the client’s needs.</li><li>Utilizes recognized professional and agency standards in carrying out the goal of resolution of the client’s problems or requests.</li><li>Provides consistent and excellent customer service and follows the core principles of CARE: Caring, Accurate and Resourceful, Every call. Meets established individual key performance indicators and benchmarks including, but not limited to, schedule adherence, call quality standards, and availability.</li><li>Required to have and maintain sufficient internet service (minimum of 50-100 Mbps) and related equipment to efficiently run the required programs. Other essential equipment will be provided.</li><li>Required to have a safe and private workspace conducive to maintaining client confidentiality.</li><li>Other duties such as special projects or seasonal protocols as assigned.</li></ul>Relationships:&nbsp;<ul><li>Provides advocacy for clients when a situation needs, or an individual is unable to follow through on the referral(s) independently. Advocacy can include outbound calls to agencies, research, or other reasonable steps to facilitate service delivery to the client.</li><li>Required to report to other designated location(s), including but not limited to the United Way of Greater Kansas City office for training, emergencies, and disaster.</li></ul>Operational Excellence:&nbsp;<ul><li>Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data in WellSky Community Services call records or other databases as contracts require.</li><li>Participates actively in new hire training of approximately 150 hours to be completed within 5-6 weeks (average of 25-37.5 hours per week).</li><li>Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills. Includes monthly staff meeting on the first Tuesday of each month from 1-2:30pm plus quarterly on-site training.&nbsp;</li><li>Applies for the Inform USA certification after completing necessary employment and experience criteria.</li></ul>SUCCESS FACTORSMetrics of Success:<ul><li>A compassionate curious communication style, especially with clients</li><li>Proactive problem solving, seeking to understand the root issue, not just the immediate problem</li><li>Works to build trusting relationships with others</li><li>Respect in all interactions</li><li>Clear and effective explanation of processes in multiple ways</li><li>Continuous learning</li><li>Reflection for improvement and seeks authentic feedback</li><li>Eagerness to adopt best practices</li><li>Responds to communications in a timely manner</li><li>Understands the impact their actions can have on others and manages conflicts effectively</li><li>Cooperation and participation</li><li>Flexibility with regular changes in resources, updates, fluctuations in call types and demands</li></ul><h2>Qualifications</h2>QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Education and/or Experience:<ul><li>Must be customer service orientated in all communications and situations and demonstrate a commitment to excellence.</li><li>Minimum of one year information and referral, contact center, social services, or related experience; knowledge of health and human services preferred.</li><li>High School diploma or equivalent required.</li><li>Must be able to provide services respectfully alongside all diverse populations.</li><li>Must be able to perform multiple tasks across multiple platforms, databases, and tools.</li><li>Must work well within a virtual team setting, regularly and effectively utilizing communication and collaborative tools provided.</li><li>Intermediate to advanced level computer skills required as multiple databases are utilized. Systems used include, but are not limited to: WellSky Community Services, NICE inContact, Microsoft Suite (Outlook, Word, Excel, PowerPoint), and Microsoft Teams. Must be able to utilize key systems independently as prescribed for job assignments at the completion of new hire training.</li><li>Bilingual Spanish is preferred but not required.</li></ul>Core Competencies:<ul><li>Catalyst: A change agent who actively convenes partnerships with others who offer diverse backgrounds, experiences and perspectives to drive community transformation and foster mission goals.</li><li>Achievement: Driven to make a difference – actively sets challenging stretch goals – passionately and purposely aims to achieve them; demonstrating adaptability and perseverance.</li><li>Responsive: Can be counted on to do what needs to be done. Models a consultative engagement approach in all interactions developing relationships both internally and externally, brings the “right” stakeholders into decisions and actions; and resolves conflicts respectfully.</li><li>Excellence: Invests in continuous learning, generously shares knowledge and strives to do the right thing in all endeavors to positively reflect the UWGKC brand and mission.</li><li>Solutions: Exhibits fierce resolve to understand root issues that impact achievement of results. Collaborates to devise creative, innovative solutions to optimize outcomes for those we serve.</li></ul>KEY DATESIf you are interested, please apply by: August 18, 2025We plan to begin interviewing candidates by: Rolling interviews until August 20, 2025.UWGKC Value PropositionWork Environment: RemotePosition Leader: Lenetta Warren, Contact Center Manager&nbsp;FLSA Status: Non-Exempt (Hourly)United Way of Greater Kansas City - Equal Opportunity Employer<a href="http://www.unitedwaygkc.org/about/careers" target="_blank">http://www.unitedwaygkc.org/about/careers</a>About United Way of Greater Kansas CityUnited Way of Greater Kansas City serves the six-county metropolitan area of Kansas City, partners with 145 agencies and serves more than 25,000 donors. The organization’s mission is to improve lives by mobilizing the caring power of Greater Kansas City.&nbsp; Its focus is to improve the health, education and financial stability of every person in the community. United Way of Greater Kansas City’s partners include global, national and local businesses, nonprofits, government, civic and faith-based organizations, along with educators, labor leaders, health providers, senior citizens, students and more. For more information, please visit <a href="http://www.UnitedWayGKC.org" target="_blank">www.UnitedWayGKC.org</a>.OMNI and our clients are Equal Opprotunity Employers.

OVERVIEWMission: To improve lives by mobilizing the caring power of Greater Kansas CityWe’re more than fundraisers. We’re hand-raisers and game-changers. We go looking for the tough issues in our community, and with your help, we go solve them. United Way Greater Kansas City unites donors, volunteers, businesses, nonprofits and community leaders to help change the lives of those in need. We are making Kansas City and the surrounding area better…100 years and counting. &nbsp;&nbsp;We are a team of adaptive, driven, focused and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible – with a hybrid virtual and in-office environment.&nbsp; We believe that working hard and playing hard are essential to a job well-done. Come be a part of the pinnacle nonprofit in our community!JOB IDENTIFICATIONJob Title: 211 Community Resource SpecialistDepartment: Community Impact - 211POSITION SUMMARYReports To: Contact Center Manager, 211&nbsp;&nbsp;Location: Remote, must reside within an hour of office addressHours: Mon-Tues 10:30am-7:30pm, Wed 10:30am-2pm, Thurs-Fri 10:30am-7:30pm (Total Hours: 37.5)&nbsp;United Way of Greater Kansas City is seeking Community Resource Specialists for the 211 information and referral (I&amp;R) line. United Way 211 is a free and confidential 24 hours a day and 7 days a week information and referral service that helps connect people to community resources by maintaining a comprehensive database of thousands of local and national community resources addressing food, shelter, utilities, healthcare, and other needs. The Community Resource Specialists will be responsible for handling local and contract calls utilizing the Inform USA I&amp;R standards in providing excellent customer service, caller problem assessment, information and referral, screening for program eligibility, advocacy, and appropriate follow-up.&nbsp;<h2>Responsibilities</h2>RESPONSIBILITIESPosition Duties &amp; Responsibilities: The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.Customer Service:&nbsp;<ul><li>Provides phone-based inbound and outbound client problem assessment, information and/or referral(s) and follow-up appropriate to the client’s needs.</li><li>Utilizes recognized professional and agency standards in carrying out the goal of resolution of the client’s problems or requests.</li><li>Provides consistent and excellent customer service and follows the core principles of CARE: Caring, Accurate and Resourceful, Every call. Meets established individual key performance indicators and benchmarks including, but not limited to, schedule adherence, call quality standards, and availability.</li><li>Required to have and maintain sufficient internet service (minimum of 50-100 Mbps) and related equipment to efficiently run the required programs. Other essential equipment will be provided.</li><li>Required to have a safe and private workspace conducive to maintaining client confidentiality.</li><li>Other duties such as special projects or seasonal protocols as assigned.</li></ul>Relationships:&nbsp;<ul><li>Provides advocacy for clients when a situation needs, or an individual is unable to follow through on the referral(s) independently. Advocacy can include outbound calls to agencies, research, or other reasonable steps to facilitate service delivery to the client.</li><li>Required to report to other designated location(s), including but not limited to the United Way of Greater Kansas City office for training, emergencies, and disaster.</li></ul>Operational Excellence:&nbsp;<ul><li>Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data in WellSky Community Services call records or other databases as contracts require.</li><li>Participates actively in new hire training of approximately 150 hours to be completed within 5-6 weeks (average of 25-37.5 hours per week).</li><li>Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills. Includes monthly staff meeting on the first Tuesday of each month from 1-2:30pm plus quarterly on-site training.&nbsp;</li><li>Applies for the Inform USA certification after completing necessary employment and experience criteria.</li></ul>SUCCESS FACTORSMetrics of Success:<ul><li>A compassionate curious communication style, especially with clients</li><li>Proactive problem solving, seeking to understand the root issue, not just the immediate problem</li><li>Works to build trusting relationships with others</li><li>Respect in all interactions</li><li>Clear and effective explanation of processes in multiple ways</li><li>Continuous learning</li><li>Reflection for improvement and seeks authentic feedback</li><li>Eagerness to adopt best practices</li><li>Responds to communications in a timely manner</li><li>Understands the impact their actions can have on others and manages conflicts effectively</li><li>Cooperation and participation</li><li>Flexibility with regular changes in resources, updates, fluctuations in call types and demands</li></ul><h2>Qualifications</h2>QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Education and/or Experience:<ul><li>Must be customer service orientated in all communications and situations and demonstrate a commitment to excellence.</li><li>Minimum of one year information and referral, contact center, social services, or related experience; knowledge of health and human services preferred.</li><li>High School diploma or equivalent required.</li><li>Must be able to provide services respectfully alongside all diverse populations.</li><li>Must be able to perform multiple tasks across multiple platforms, databases, and tools.</li><li>Must work well within a virtual team setting, regularly and effectively utilizing communication and collaborative tools provided.</li><li>Intermediate to advanced level computer skills required as multiple databases are utilized. Systems used include, but are not limited to: WellSky Community Services, NICE inContact, Microsoft Suite (Outlook, Word, Excel, PowerPoint), and Microsoft Teams. Must be able to utilize key systems independently as prescribed for job assignments at the completion of new hire training.</li><li>Bilingual Spanish is preferred but not required.</li></ul>Core Competencies:<ul><li>Catalyst: A change agent who actively convenes partnerships with others who offer diverse backgrounds, experiences and perspectives to drive community transformation and foster mission goals.</li><li>Achievement: Driven to make a difference – actively sets challenging stretch goals – passionately and purposely aims to achieve them; demonstrating adaptability and perseverance.</li><li>Responsive: Can be counted on to do what needs to be done. Models a consultative engagement approach in all interactions developing relationships both internally and externally, brings the “right” stakeholders into decisions and actions; and resolves conflicts respectfully.</li><li>Excellence: Invests in continuous learning, generously shares knowledge and strives to do the right thing in all endeavors to positively reflect the UWGKC brand and mission.</li><li>Solutions: Exhibits fierce resolve to understand root issues that impact achievement of results. Collaborates to devise creative, innovative solutions to optimize outcomes for those we serve.</li></ul>KEY DATESIf you are interested, please apply by: August 18, 2025We plan to begin interviewing candidates by: Rolling interviews until August 20, 2025.UWGKC Value PropositionWork Environment: RemoteBenefits: Full health and dental coverage; Flexible Paid Time Off; HSA, 403B with company match; paid parental leave and paid extended medical leave, flexible office culture; employee development opportunities.Position Leader: Brian Shapley, Contact Center ManagerFLSA Status: Non-Exempt (Hourly)United Way of Greater Kansas City - Equal Opportunity Employer<a href="http://www.unitedwaygkc.org/about/careers" target="_blank">http://www.unitedwaygkc.org/about/careers</a>About United Way of Greater Kansas CityUnited Way of Greater Kansas City serves the six-county metropolitan area of Kansas City, partners with 145 agencies and serves more than 25,000 donors. The organization’s mission is to improve lives by mobilizing the caring power of Greater Kansas City.&nbsp; Its focus is to improve the health, education and financial stability of every person in the community. United Way of Greater Kansas City’s partners include global, national and local businesses, nonprofits, government, civic and faith-based organizations, along with educators, labor leaders, health providers, senior citizens, students and more. For more information, please visit <a href="http://www.UnitedWayGKC.org" target="_blank">www.UnitedWayGKC.org</a>.OMNI and our clients are Equal Opprotunity Employers.

OVERVIEWMission: To improve lives by mobilizing the caring power of Greater Kansas CityWe’re more than fundraisers. We’re hand-raisers and game-changers. We go looking for the tough issues in our community, and with your help, we go solve them. United Way Greater Kansas City unites donors, volunteers, businesses, nonprofits, and community leaders to help change the lives of those in need. We are making Kansas City and the surrounding area better…100 years and counting.e are a team of adaptive, driven, focused, and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible, with a hybrid virtual and in-office environment.&nbsp; We believe that working hard and playing hard are essential to a job well done. Come be a part of the pinnacle nonprofit in our community!JOB IDENTIFICATIONJob Title: Director of Business Systems &amp; Data Analytics (Salesforce CRM)Department or Location: OperationsPOSITION SUMMARYReporting to the Chief Operating and Financial Officer, the Director of Business Systems &amp; Data Analytics will lead the management and evolution of our internal systems—most critically, our Salesforce-based CRM. This role is essential to ensuring our technology supports our staff, enhances our fundraising and programmatic efforts, and enables data-informed decision-making across the organization.You’ll serve as a bridge between technology and people, helping staff articulate their needs and translating those into thoughtful, scalable solutions. You’ll also play a key role in maintaining data integrity, managing integrations with platforms like fundraising and accounting tools, and supporting continuous learning through documentation and training.<h2>Responsibilities</h2>RESPONSIBILITIESPosition Duties &amp; Responsibilities: The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.<ul><li>Salesforce CRM Leadership:<ul><li>Serve as the primary administrator and strategist for our Salesforce CRM.</li><li>Design and implement fixes and enhancements that support financial reporting, fundraising, program delivery, and stakeholder engagement.</li><li>Manage integrations with platforms such as GoodWorld, Sage Intacct, Form Assembly and more.</li></ul></li><li>Systems Strategy &amp; Implementation:<ul><li>Evaluate and improve the performance of existing systems, including our CRM, fundraising, accounting and direct assistance platforms.</li><li>Lead or support the implementation of new tools that align with our mission and operations.</li><li>Ensure systems are user-friendly, efficient, and aligned with nonprofit best practices.</li></ul></li><li>Cross-Functional Collaboration:<ul><li>Act as a product manager for internal systems—gathering input, identifying needs, and delivering solutions.</li><li>Facilitate communication between technical and non-technical staff.</li><li>Maintain clear documentation and lead training efforts to support staff onboarding and ongoing learning.</li></ul></li><li>Data Management &amp; Reporting:<ul><li>Oversee data quality, governance, and reporting across platforms.</li><li>Maintain and develop dashboards and reports to support fundraising, program evaluation, and strategic planning.</li><li>Promote a culture of data-informed decision-making.</li></ul></li></ul>SUCCESS FACTORSMetrics of Success:<ul><li>Develop and execute strategies to produce an increase in staff satisfaction and understanding of how to use our business systems to perform their work</li><li>Individual donors and corporate partners express high level of satisfaction with the user experience when donating to or campaigning for United Way</li><li>Increase in the ability to make data-driven decisions, across the organization.</li><li>Decrease in operating timeline for key tasks through automation, efficient processes and staff training.</li></ul><h2>Qualifications</h2>QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Education and/or Experience:<ul><li>Bachelor’s degree in business systems, information technology, computer science, finance/accounting, or other related field; or equivalent experience.</li><li>Minimum 5 years of experience in business systems or CRM management, with at least 2-3 years focused on Salesforce.</li><li>Expert-level proficiency in SQL and/or SOQL preferred; intermediate level required, with a demonstrated ability to improve in proficiency of various systems and languages as needed.</li><li>Proven ability to manage system integrations and lead cross-functional projects.</li><li>Experience working in or with nonprofit organizations.</li><li>Excellent communication and stakeholder engagement skills, especially when discussing highly technical content.</li><li>Demonstrated experience with product management or user-centered design principles.</li><li>Strong understanding of nonprofit accounting, fundraising, donor engagement, and program operations preferred.</li><li>Salesforce certifications (Administrator, Advanced Administrator, or Platform App Builder) are a plus.</li><li>Proven experience and success in project management with a high degree of reliability, thoroughness, consistency, organization and accuracy is required.</li><li>Ability to use discretion and maintain confidentiality when handling sensitive data.</li></ul>Core Competencies:<ul><li>Catalyst: A change agent who actively convenes partnerships with others who offer diverse backgrounds, experiences and perspectives to drive community transformation and foster mission goals.</li><li>Achievement: Driven to make a difference – actively sets challenging stretch goals – passionately and purposely aims to achieve them; demonstrating adaptability and perseverance.</li><li>Responsive: Can be counted on to do what needs to be done. Models a consultative engagement approach in all interactions developing relationships both internally and externally, brings the “right” stakeholders into decisions and actions; and resolves conflicts respectfully.</li><li>Excellence: Invests in continuous learning, generously shares knowledge and strives to do the right thing in all endeavors to positively reflect the UWGKC brand and mission.</li><li>Solutions: Exhibits fierce resolve to understand root issues that impact achievement of results. Collaborates to devise creative, innovative solutions to optimize outcomes for those we serve.</li></ul>KEY DATESIf you are interested, please apply by: August 8, 2025.We plan to begin interviewing candidates by: August 10, 2025UWGKC Value PropositionWork Environment: Hybrid (combined virtual and in-person office)Benefits: Full health and dental coverage; Flexible Paid Time Off; HSA, 403B with company match; paid parental leave and paid extended medical leave, flexible office culture; employee development opportunities.Position Leader: Chief Operating and Financial OfficerPosition Leads: Manager, Data Management &amp; AnalyticsFLSA Status: Exempt (Salary)United Way of Greater Kansas City - Equal Opportunity Employer<a href="http://www.unitedwaygkc.org/about/careers" target="_blank">http://www.unitedwaygkc.org/about/careers</a>About United Way of Greater Kansas CityUnited Way of Greater Kansas City serves the six-county metropolitan area of Kansas City, partners with 145 agencies, and serves more than 25,000 donors. The organization’s mission is to improve lives by mobilizing the caring power of Greater Kansas City.&nbsp; Its focus is to improve the health, education, and financial stability of every person in the community. United Way of Greater Kansas City’s partners include global, national, and local businesses, nonprofits, government, civic and faith-based organizations, along with educators, labor leaders, health providers, senior citizens, students, and more. For more information, please visit <a href="http://www.UnitedWayGKC.org" target="_blank">www.UnitedWayGKC.org</a>.OMNI and our clients are Equal Opprotunity Employers.

5 Jobs in Kansas City, MO, USA