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ORANGE COUNTY UNITED WAY 

JOB DESCRIPTION 
 

 Job Title: Information &amp; Referral Specialist Reporting To: Client Services Manager 

 Department: Contact Center, 2-1-1 Orange 
County 

 Position: Full-time/NON-EXEMPT 

 
Purpose of Position 
The primary purpose of the Information &amp; Referral Specialist at our Contact/Call Center is to assess each caller’s 
needs and accurately refer them to the appropriate health, human and/or social services agencies from the 2-1-1 
Orange County (211OC) resource database. We achieve this by educating expert working knowledge of the 211OC 
resource database and its management software, advocating, and empowering each caller so that they are 
provided with great customer service. By the end of each call, clients are one step closer to receiving the assistance 
that they need. 

 
Key Duties and Responsibilities 
 • Provide information and referral services to clients contacting 211OC through the helpline, email, texting 

methods, outreach events, or any other means identified by 211OC management as official I&amp;R channels. 

 • Perform in-depth screenings and assessments, collects client information, and encourage clients to apply for 
entitled benefits. 

 • Connect clients to appropriate resources, empower clients, de-escalate upset clients during crises and/or 
situations of abuse, trouble-shoot for additional options. 

 • Educate clients on available services to ensure it best fits their need and empower clients to choose the 
services they feel are most appropriate for their situations. 

 • Follow-up with clients in critical situations to ensure they received the assistance that they needed. If not, 
provide them with additional resources and help. 

 • Provide warm-transfers to appropriate crisis response teams in critical situations to receive help including 
Domestic Violence, Suicide, and Behavioral health hotlines, fire, and police departments. 

 • Assist callers with different languages by using the Language Line. 

 • Develop an expert working knowledge of the 211OC’s management software including Community 
Information Exchange database, telephony, softphone, texting, administrative systems and other approved 
software. 

 • Troubleshoot unavailability of services through expert knowledge of navigation of the 211OC’s resource 
database and through teamwork with other I&amp;R Specialists and the Resource Department. 

 • Assist clients in problem-solving when no services are available which can meet their needs. 

 • Other duties as assigned. 

 • Assist with compiling monthly and bi-annual program reporting. 

 • Advocate on behalf of clients who have been denied services. 

 • Troubleshoot basic technological failures. 
 • Performs other duties as assigned. 
 

Core Competencies 
 • Active listening and assessment skills 


 • Excellent customer service skills 

 • Computer competency with basic ability to troubleshoot technological failures 

 • Independent decision making skills utilizing processes, systems and resources 

 • Professional communication skills (verbal and written) 

 • Possess skills in proper telephone etiquette 

 • Ability to maintain a calm and sensitive demeanor 

 • Ability to be part of a team, working internally and externally. 
 
 

Job Requirements /Technical Knowledge 
 • High School Diploma or BA/BS Degree in the Human Service Field 
 • Prior experience providing information and referral services or related experience in the human service 

field is desirable. 

 • Must be Bilingual (English and Spanish– verbal and written) 

 • One year of experience working directly with individuals and families in crisis from the community 
 
Compensation 
 

 • $20.50-$23.00 per hour. Competitive benefits 
 
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 frequently required to be able to remain in a stationary 
position 75% of the time. The person in this position needs to occasionally move about inside the office to access 
file cabinets, records, and office machinery. Constantly operates a computer and other office productivity 
machinery, such as a calculator, copy machine and computer printer. Occasionally ascends/descends stairs, and 
constantly positions self to maintain computers in the office, including under the desks. The person in this position 
frequently communicates with coworkers and customers who have inquiries about our business operations and 
the community we service; therefore, the person must be able to exchange accurate information. The employee 
must occasionally lift and/or move up to 25 pounds. 
 
Send Cover Letter and Resume To: 

<a href="mailto:recruiting@unitedwayoc.org" target="_blank">recruiting@unitedwayoc.org</a> 
Orange County United Way 
18012 Mitchell South, Irvine, CA 92614 
<a href="http://www.unitedwayoc.org" target="_blank">www.unitedwayoc.org</a> 

<a href="mailto:recruiting@unitedwayoc.org" target="_blank">mailto:recruiting@unitedwayoc.org</a>
<a href="http://www.unitedwayoc.org/" target="_blank">http://www.unitedwayoc.org/</a>

Orange County United Way

Information & Referral Specialist

&nbsp;Job Title:&nbsp;&nbsp;Lived Experience Partnership Manager&nbsp;Reporting To: &nbsp;Senior Director, Community Strategies&nbsp;Department: &nbsp;United to End Homelessness&nbsp;Position: &nbsp;Full-time/EXEMPT&nbsp;Workplace: Irvine Office / HybridPurpose of PositionThe Lived Experience Partnerships Manager plays a pivotal role in supporting and empowering individuals with lived experience of homelessness or housing instability who serve on the Orange County Continuum of Care (CoC) decision-making bodies, namely the Lived Experience Advisory Committee (LEAC) and the Youth Action Board (YAB). This position is responsible for coordinating financial compensation, providing engagement and facilitation support, and cultivating inclusive, healing-centered spaces for participation and leadership.This role also supports the recruitment, onboarding, and development of transitional-aged youth for the Youth Action Board - comprised of youth with lived experience of homelessness, housing instability, or systems involvement. They will focus on development and engagement of YAB members as well as offering facilitation support for the ongoing work of the YAB.&nbsp;With a focus on equity, systems change, and trauma-informed practices, the Manager ensures that people with lived experience have a real seat at the table and are meaningfully engaged in shaping homelessness solutions.An ideal candidate will be a compassionate facilitator, culturally responsive relationship-builder, and organized project coordinator who thrives in a collaborative environment.This is a grant-funded position.Key AccountabilitiesProgram Operations &amp; Administration&nbsp;<ul><li>Coordinate stipends, track participation, and ensure timely compensation for LEAC/YAB members</li><li>Maintain accurate attendance records and fund distribution reports</li><li>Provide training and guidance to LEAC/YAB participants on financial processes</li><li>Draft and manage documentation such as meeting notes, internal reports, &amp; grant deliverables</li><li>Facilitate communication and logistics support including reminders, materials, translation services, and accessibility accommodations</li><li>Coordinate language translation support as needed by participants for all services including preparation for County and/or CoC related meetings&nbsp;</li><li>Refer members to appropriate services (e.g., 2-1-1 Helpline) as needed</li></ul>Strategic Engagement &amp; Continuous Improvement&nbsp;<ul><li>Assess engagement strategies and recommend enhancements</li><li>Stay informed on best practices in equity, community engagement, and systems reform</li><li>Champion the use of trauma-informed and healing-centered engagement models</li></ul>Leadership Development&nbsp;<ul><li>Support LEAC and YAB members to effectively engage in CoC decision-making</li><li>Build trusted relationships using culturally responsive and trauma-informed approaches</li><li>Foster an inclusive, empowering, and strengths-based environment</li></ul>Youth Engagement&nbsp;&nbsp;<ul><li>Recruit, onboard, and retain a diverse group of youth with lived experience</li><li>Provide mentorship and support for personal and leadership development</li><li>Coordinate or deliver training in areas like public speaking and systems navigation</li></ul>Meeting Planning &amp; Facilitation&nbsp;<ul><li>Partner with youth and CoC staff to co-develop YAB meeting agendas, activities, and content</li><li>Ensure meetings are accessible, inclusive, and youth-led</li><li>Manage logistical needs such as transportation, food, technology, stipends, and materials</li></ul>Required Qualifications&nbsp;<ul><li>Bachelor’s degree in social work, education, youth development, public administration, or related field, or equivalent professional/lived experience</li><li>Minimum 2 years of experience in youth engagement, community organizing, or advocacy</li><li>Experience working with system-involved youth (e.g., foster care, juvenile justice, homelessness)</li><li>Strong communication skills across written, oral, and digital platforms</li><li>Highly organized with strong project coordination and administrative capabilities</li><li>Committed to equity, trauma-informed care, and client-centered practices</li><li>Ability to work flexible hours, including occasional evenings and weekends</li><li>Valid driver’s license and ability to pass a background check</li></ul>Preferred Qualifications&nbsp;<ul><li>Experience facilitating youth-led projects or advisory groups</li><li>Personal lived experience with systems involvement</li><li>Knowledge of Orange County’s youth-serving systems&nbsp;</li><li>Knowledge of Orange County’s homelessness systems&nbsp;</li><li>Bilingual (Spanish or Vietnamese preferred)</li><li>High emotional intelligence and the ability to navigate complex dynamics</li><li>Strong problem-solving skills and systems-thinking mindset</li><li>Passion for the mission of Orange County United Way and United to End Homelessness</li></ul>Technical Knowledge<ul><li>Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint), Zoom, and Teams</li><li>Experience with project management tools and CRM systems (e.g., Salesforce) is a plus</li><li>Familiarity with Continuum of Care (CoC) structures and processes is helpful</li><li>Demonstrated ability to engage volunteers or external stakeholders from diverse backgrounds</li></ul>Core Competencies<ul><li>Problem Solving &amp; Decision Making: Able to work independently and calmly navigate complex or sensitive situations</li><li>Communication &amp; Influence: Strong facilitation and interpersonal skills with the ability to work across diverse groups and perspectives, and to communicate clearly verbally and in writing.&nbsp;Understanding of, and commitment to, strengths-based services and trauma informed care.</li><li>Teamwork &amp; Collaboration:&nbsp;Exemplary interpersonal skills, able to build relationships across departments and community partners</li><li>Professional Excellence: Highly self-motivated, detail-oriented, and committed to quality outcomes</li></ul>CompensationCommensurate with experience, education, and market, $68,640-$85,000Competitive benefits.Physical DemandsPhysical demands are representative of the requirements necessary for an employee to successfully perform the essential functions of this position. The employee is required to actively listen and communicate clearly. The employee is required to stand and publicly speak. The employee is required to walk, reach with arms and hands, climb, balance, twist, lean, move from one location to another, and to stoop, kneel, crouch or crawl. The employee may be required to travel to attend conferences/trainings and should be comfortable navigating airports and public transportation. Vision abilities required by this job include close and far. Reliable transportation and a clean driving record are required as the employee will need to travel throughout Orange County.&nbsp;Ability to operate a computer keyboard and mouse, and lift files and reports is required. Employee must be able to lift and carry 25 pounds.Send Cover Letter and Resume To:&nbsp;<a href="mailto:recruiting@unitedwayoc.org" target="_blank">recruiting@unitedwayoc.org</a>Orange County United Way18012 Mitchell South, Irvine, CA 92614<a href="http://www.unitedwayoc.org" target="_blank">www.unitedwayoc.org</a>&nbsp;

Lived Experience Partnership Manager

&nbsp;Job Title:&nbsp; &nbsp;Homelessness Prevention ManagerReporting To:&nbsp;Senior Program Director, United to End Homelessness&nbsp;Department:&nbsp; United to End Homelessness&nbsp;Position:&nbsp;Full-time/ExemptPurpose of Position The Homelessness Prevention Manager serves as the strategic lead and subject matter expert for United to End Homelessness’s homelessness prevention initiatives. This position is responsible for overseeing the day-to-day operations, growth, and impact of all prevention and diversion programming. The Manager will guide the design and execution of strategies that prevent individuals and families from entering homelessness, including the coordination and oversight of funding allocations, program implementation, and performance monitoring in partnership with community agencies. They will cultivate and manage relationships with partner organizations across Orange County, ensuring high-quality collaboration, effective service delivery, and consistent alignment with best practices. Additionally, this role leads the development and delivery of comprehensive training curricula on diversion techniques, provides technical assistance, and supports the onboarding and capacity-building of agency partners to strengthen responses to housing instability.This is a grant funded position.Key Duties and Responsibilities:Program Management &amp; Implementation<ul><li>Lead the development and execution of policies, procedures, and protocols for homelessness prevention and diversion programming.</li><li>Oversee client referrals from partner agencies and ensure timely, accurate tracking within relevant databases (e.g., HMIS, GetHelpOC, AssistOC).</li><li>Ensure all program activities are aligned with best practices and housing stabilization goals.</li><li>Approve and process funding requests by reviewing eligibility, preparing documentation for payment, and ensuring prompt disbursement to support rapid housing stabilization.</li><li>Maintain a high standard of data quality and reporting integrity across all systems used.</li></ul>Training, Technical Assistance &amp; Partner Engagement<ul><li>Facilitate onboarding and provide ongoing support to service provider partners, ensuring understanding of program requirements, processes, and expectations.</li><li>Develop and deliver comprehensive training materials—including PowerPoints, policies and procedures, eligibility guidelines, and FAQs—for case managers and partner agencies.</li><li>Lead engaging and informative Diversion Trainings and other program-related presentations for community-based organizations and key stakeholders.</li><li>Offer responsive, solutions-oriented customer service to partner case managers and agency staff.</li></ul>Cross-Departmental &amp; Community Collaboration<ul><li>Work collaboratively with internal departments—such as Finance, Grants, IT/Operations, and Marketing—to ensure seamless program implementation and compliance.</li><li>Build and maintain strong working relationships with external stakeholders, including housing navigators, public housing authorities, property managers, and other community-based partners.</li><li>Serve as a United to End Homelessness representative at planning groups, coalitions, and public meetings to elevate prevention efforts and strengthen community partnerships.</li></ul>Compliance, Monitoring &amp; Reporting<ul><li>Ensure full compliance with contractual obligations, including HIPAA and PHI requirements, and meet performance benchmarks established by funders.</li><li>Monitor, validate, and report on program performance, funding utilization, and outcomes using relevant data systems.</li><li>Support evaluation efforts through consistent data entry, outcome tracking, and participation in program improvement initiatives.</li></ul>Other Duties<ul><li>Maintain up-to-date records of agency, client, and financial activity across digital platforms.</li><li>Perform other duties as assigned to advance the mission of United to End Homelessness.</li></ul>Job Requirements<ul><li>Strong organizational skills and ability to manage multiple tasks simultaneously.</li><li>Excellent customer service skills. Ability to respond to customer complaints, provide appropriate solutions and alternatives within the time limits, and follow-up to ensure resolution.</li><li>Detail orientation for management of files, data tracking, trainings and contract compliance.</li><li>Database management experience.</li><li>Understanding of and experience in utilizing Diversion strategies.&nbsp;</li><li>Case management and/or housing navigation experience with people affected by homelessness, substance use disorders, chronic health and mental health concerns, domestic and intimate partner violence, and/or human trafficking preferred, but not required.&nbsp;</li><li>Bachelor’s degree or higher in Social Work, Sociology, Psychology, Human Services, or a related field preferred, but not required.</li><li>Experience with computer applications and knowledge of Microsoft Office and SalesForce.</li></ul>Core Competencies<ul><li>Commitment to the mission and values of the organization.</li><li>Understanding of, and commitment to, the Housing First philosophy.</li><li>Understanding of, and commitment to, strengths-based services and trauma informed care</li><li>Excellent communication skills, particularly listening, verbal communication, and writing skills.</li><li>Exemplary interpersonal skills, experience with mediation and negotiating.&nbsp;</li><li>Demonstrated organizational skills with ability to meet a demanding workload and work with a diverse set of stakeholders.</li><li>Creative thinker/adaptive/problem solving personality.</li><li>Experience cultivating and maintaining productive, professional relationships with various stakeholders.</li><li>Sensitivity to cultural and socioeconomic characteristics of population served.</li><li>Ability to work collaboratively with other personnel and/or service providers or professionals.</li><li>Proven ability to build relationships with youth and diverse stakeholders.</li></ul>Compensation:Commensurate with experience, education, and market, $68,640-$85,000.&nbsp;Competitive benefits.Physical DemandsThe 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 frequently required to be able to remain in a stationary position 75% of the time.&nbsp; The person in this position needs to occasionally move about inside the office to access file cabinets, records, and office machinery.&nbsp; Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. Occasionally ascends/descends stairs, and constantly positions self to maintain computers in the office, including under the desks.&nbsp; The person in this position frequently communicates with coworkers and customers who have inquiries about our business operations and the community we service; therefore, the person must be able to exchange accurate information. The employee must occasionally lift and/or move up to 25 pounds.Send Cover Letter and Resume To:&nbsp;<a href="mailto:recruiting@unitedwayoc.org" target="_blank">recruiting@unitedwayoc.org</a>Orange County United Way18012 Mitchell South, Irvine, CA 92614<a href="http://www.unitedwayoc.org" target="_blank">www.unitedwayoc.org</a>&nbsp;

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