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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 provide expert knowledge of the 211OC resource database and its 
management software, empowering the Information &amp; Referral Specialist to provide each caller with quality 
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 which includes being present, patient, professional and proactive 
 • 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 
 • Ability to work evenings Monday - Friday (1:40 pm – 10:10 pm) and Saturday - Sunday (10:40 am – 7:10 pm) 
 
Compensation 
 
 • $20.91 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 stand; walk; sit; use hands to finger, 
handle, Talk or hear, or feel; reach with hands and arms and climb or balance. Employee must use computer, so 
corrected eyesight is necessary. The employee must occasionally lift and/or move up to 25 pounds. 
 
 
Send Resumes 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

ORANGE COUNTY UNITED WAY 
JOB DESCRIPTION 


 Job Title: Whatever it Takes (WIT) Specialist Reporting To: Whatever it Takes (WIT) Manager 

 Department: United to End Homelessness Position: Full-time/Hourly 

 
Purpose of Position 
The Whatever it Takes Specialist is responsible for implementing the Whatever it Takes (WIT) program, 
a program that supports over 40 partner agencies that provide CalAIM housing supports to CalOptima 
members. The goal of the WIT program is to expedite the time it takes to house an individual or family 
experiencing homelessness or housing insecurity and provide additional supports to aid in housing 
stabilization and prevent re-entry into homeless. The supports include providing flexible funding to 
help eligible households overcome financial barriers and secure housing. The WIT Specialist will 
support the WIT Manager with the facilitation of funding requests and the implementation of the 
program with the partner agencies. 
 
Key Duties and Responsibilities 

 • Assist the WIT Manager with the execution of WIT program procedures, policies, and protocols. 
 • Assist in the facilitation of funding requests including vetting requests, verifying documentation, 

confirming eligibility, preparing claims for payment issuance, and tracking progress of payments 
that are made to expedite the move-in process. 

 • Maintain positive relationships with WIT partner agencies and their staff by providing training 
support and technical assistance. 

 • Understand and comply with contractual obligations, HIPAA and PHI data sharing policies, and 
program performance metrics defined by funders. 

 • Maintain data integrity in digital databases including inputting and tracking agency and program 
participant information to ensure accuracy of program outcomes and evaluation. 

 • Provide excellent customer service to WIT partner agencies, property providers, and vendors in 
regard to funding requests and payment issuance. 

 • Work collaboratively with other United Way staff, as needed, to ensure the success of the 
program. 

 • Assume other duties as assigned. 
 
Job Requirements 

 • Proficient organizational skills and ability to manage multiple tasks simultaneously. 
 • 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. 
 • Detail orientation for management of files, data tracking, trainings and contract compliance. 
 • Database management. 


 • Case management 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. 

 • Bachelor’s degree or higher in Social Work, Sociology, Psychology, Human Services, or a related 
field preferred, but not required. 

 • Fluency in the English language is required. Spanish speaking ability preferred, but not required. 
 • Experience with computer applications and knowledge of Microsoft Office and SalesForce. 

 
Core Competencies 

 • Commitment to the mission and values of the organization. 
 • Understanding of, and commitment to, the Housing First philosophy. 
 • Understanding of, and commitment to, strengths-based services and trauma informed care 
 • Excellent communication skills, particularly listening, verbal communication, and writing skills. 
 • Exemplary interpersonal skills, experience with mediation and negotiating. 
 • Demonstrated organizational skills with ability to meet a demanding workload and work with a 

diverse set of stakeholders. 
 • Creative thinker/adaptive/problem solving personality. 
 • Ability to maintain productive, professional relationships with various stakeholders. 
 • Sensitivity to cultural and socioeconomic characteristics of population served. 
 • Ability to work collaboratively with other personnel and/or service providers or professionals. 

 
Physical Demands 
Physical 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. 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. 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. 
 
Compensation: 
 • Commensurate with experience, education, and market, $26-36 per hour 
 • Competitive benefits. 
 
 
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>

Whatever it Takes (WIT) Specialist

ABOUT UNITED WAYS OF CALIFORNIAOur Mission and Vision:United Ways of California’s (UWCA) mission is to improve health, education, and financial stability for low-income children and families by enhancing and coordinating the community impact and advocacy work of California’s United Ways. We imagine an equitable California where every individual has the resources and opportunities they need to thrive.Why You Should Join Our Team:The work that we do at United Ways of California is dedicated to removing systemic barriers and fostering inclusivity through diversity, equity, and inclusion. Our goal is to promote belonging, job satisfaction, and overall well-being. If you believe that everyone deserves opportunities to live a good life and are excited about the opportunity to work together to advocate for the expansion of policies and programs that support our three foundational pillars of education, health, and financial empowerment, then join us to build a better, thriving California.ABOUT THE POSITIONReporting to the Associate Director of Economic Mobility, the Free Tax Prep Assistance Coordinator will primarily help coordinate the organization’s network of partners providing free tax prep assistance services. The Free Tax Prep Assistance Coordinator will help manage organizational efforts to coordinate the UWCA network in our shared goal of increasing capacity and services to low-income Californians and connecting them to critical tax credits such as the Earned Income Tax Credit, the Child Tax Credit, and the California Earned Income Tax Credit.Working closely with the Economic Mobility Program Manager, this position will collaborate closely with the organization’s programmatic teams, a network of over 14 local United Ways, government partners, third-party vendors, and statewide outreach partners, and will be part of United Ways of California’s passionate 20+ staff working across the state to solve some of California’s most critical issues facing low-income families today. The Free Tax Prep Assistance Coordinator will have exposure to a wide variety of resources, tools, and best practices available through the United Way network, and will have the ability to make connections with other service staff across the state.ESSENTIAL JOB DUTIES AND RESPONSIBILITIES<ul><li>Implement coordination of critical free tax prep services via our systems such as web, chat, and text, including creating and deploying new content on these platforms.&nbsp;</li><li>Collaborate with local United Ways and statewide partners for the purpose of developing and implementing a comprehensive outreach and support program.&nbsp;</li><li>Create impactful new social media and web content, including graphics, and captions and help post generated social media content across all channels.</li><li>Be the primary point of contact for troubleshooting and training with partners, and sometimes clients, on MyFreeTaxes.org, GetYourRefund.org platform, and appointment scheduling to ensure successful client services.&nbsp;</li><li>Monitor on a day-to-day basis our service systems to ensure messages and questions are answered and/or directed to right partners.&nbsp;</li><li>Research and gather best practices and input from network members to collaboration and capacity building amongst our networks.&nbsp;</li><li>Track and maintain a variety of manuals and electronic files or records from our systems to provide up-to-date information and support to our network partners.&nbsp;</li><li>Track MyFreeTaxes.org analytics and other service system reports to ensure we’re on track to meet service deliverables; report information back to partners as needed/appropriate.&nbsp;</li><li>Provide input to system improvement efforts in partnership with key staff, partners, and organizations.&nbsp;</li><li>Coordinate the preparation and submission of reports on grant deliverables and expenditures as required by funders.</li></ul>REQUIREMENTS AND QUALIFICATIONSEducation And Experience<ul><li>Bachelor’s Degree or higher in relative field required (e.g. social services, communications, business, public relations, etc.) required.</li><li>Minimum of three years’ work experience either in project coordination, or providing</li></ul>program support in economic development, poverty reduction, education or humanservices designed to support low-income communities, in a private, public or non-profit organization.&nbsp;<ul><li>Minimum one year experience leading free tax prep programming preferred.&nbsp;</li></ul>Skills And Qualifications<ul><li>Familiarity with managing online and virtual data systems and platforms.</li><li>Tech savvy and quick to adapt to new programs; familiarity with using Slack, Zoom, Canva, Google Drive, Air Table and Dropbox a plus.</li><li>Strong verbal and written communication skills and comfortability in communicating with partners and members of the public. Bilingual in Spanish is strongly preferred.</li><li>Excellent judgment and problem-solving ability.</li><li>Ability to multitask under deadlines. Ability to efficiently manage time and effectively manage workload. Demonstrated ability to work remotely.</li><li>Self-starter with the ability to work independently with staff guidance.</li><li>Ability to travel to periodic quarterly in-person team meetings a plus.</li></ul>Other Requirements and Preferences<ul><li>Prolonged periods of sitting at a desk and working on a computer.</li><li>Strong ethical backbone, willingness to make the extra effort to do the right thing.</li><li>Reliable transportation with minimum insurance/liability coverage.</li><li>Ability to travel periodically across California for in-person meetings, if necessary (reimbursements for travel costs provided).</li></ul>LocationUnited Ways of California is a virtual office space. The Free Tax Prep Assistance Coordinator can be located anywhere within the state of California, but Bay Area, Sacramento, or Los Angeles is preferred.Compensation and BenefitsMedical, Dental and Vision Insurance, 401k Retirement Plan, Vacation LeaveTo ApplySubmit a signed cover letter and resume by email detailing your skills, experience, and why you are interested in this position.Email:&nbsp;<a href="mailto:HR@unitedwaysca.org" target="_blank">HR@unitedwaysca.org</a>(Word or .PDF format only)Deadline to Apply: October 30, 2024The United Ways of California is an Equal Employment Opportunity Employer. We value and honor the diverse experiences, knowledge, skills, and perspectives of each individual. Our commitment to fairness and equity means that discrimination and prejudice have no place here. We strive to create policies and practices that are unbiased, inclusive, and considerate of every facet of a person’s identity. If you require any accommodations to complete this application, please email <a href="mailto:HR@unitedwaysca.org" target="_blank">HR@unitedwaysca.org</a>.

United Ways of California

Free Tax Prep Assistance Coordinator

ORANGE COUNTY UNITED WAY 

JOB ANNOUNCEMENT 
 

 Job Title: Program Manager, United for Financial 
Security 

 Reporting To: Executive Director, United for 
Financial Security 

 Department: United for Financial Security Position: Full-time/EXEMPT 

 
Purpose 
Orange County United Way (OCUW) is looking for a dynamic and experienced senior leader to guide its 
UpSkill OC program. This role offers the opportunity to lead a transformative initiative that empowers 
underemployed and unemployed adults to transition into long-term, living-wage careers. UpSkill OC 
bridges the gap between job seekers and meaningful employment by providing tailored training, 
comprehensive support, and direct connections to job opportunities. Through strategic partnerships 
with local nonprofits and the business community, the program builds a robust talent pipeline that 
aligns the skills of qualified candidates with the evolving needs of employers. 
 
Key Duties and Responsibilities 

 • Lead and manage the UpSkill OC program, overseeing all operational and programmatic aspects 
 • Track and report on participant activities, progress, and results 
 • Supervise Upskill OC internal staff and contracted partners 
 • Develop and manage nonprofit referral network and corporate partnerships/career pathways 
 • Stay informed on best practice models and labor market trends 
 • Firm understanding of the social, economic, and political landscape of Orange County 
 • Work with OCUW internal teams to ensure that program marketing, evaluation, and fundraising 

efforts are effective and efficient 
 • Serve as OCUW’s representative at various committees, collaboratives, and community 

meetings 
 • Support in the production of grant proposals and manage grant contracts to ensure all 

deliverables and reporting requirements are met 
 • Maintain up-to-date and accurate files, reports, and budgets 
 • Present on the outcomes of UpSkill OC at various events, conferences, and meetings 
 • Participate as a member of the United for Financial Security team and perform other tasks as 

assigned 

Job Requirements 
 • Adaptive and proven leadership experience. Ability to work and communicate effectively with a 

wide range of stakeholders - including local government, educational institutions, businesses, 
community-based organizations and funders 

 • 3+ years of management experience 
 • Bachelor’s Degree strongly preferred 


 
Compensation 
$65,000 - $85,000 per year. 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>

Program Manager

Purpose of PositionUnder the direction of the Client Services Supervisor, the Housing Specialist is a client-focused position serving English- and/or Spanish-speaking individuals in Orange County, and is primarily responsible for providing information, resources, and crises assistance to clients contacting 211OC through the helpline, email, texting, outreach events, or any other means identified by 211OC management. We are a high volume call center and the front line to providing assistance to those in need. We are looking for articulate, caring, good communicators, who are able to maintain a calm and professional demeanor, think on their feet, yet able to handle the call volume we receive from routine questions to more complex issues. We put our callers’ needs first, as we are here to serve our community.Key Duties and Responsibilities<ul><li>Provide social service navigation to clients contacting our contact center at 211OC through the helpline, email, texting methods, outreach events.</li><li>Assess clients’ need and readiness for services and their current barriers to stable housing</li><li>Identify and confirm clients’ existing service connections at time of intake, including but not limited to the services clients report having contacted and the services—including assessments (i.e. Housing Assessment)—clients appear to have accessed according to HMIS</li><li>Help clients establish concrete, attainable housing stability goals and develop action plans for achieving those goals; track clients’ progress toward achieving their housing stability goals, adjusting action plans as needed to overcome barriers</li><li>Connect clients to community resources tailored to their unique housing needs, strengths, and obstacles; connections may include—but are not limited to—referrals, “warm” hand-offs between clients and partner organizations, and direct enrollment in services, when applicable</li><li>Continuously assess clients’ interest in following and capacity to follow their action plans; refer clients with low interest to lower-level services; connect clients with low capacity to higher-level services</li><li>Follow clients throughout their action plans until one of the following conditions is met: 1) stable permanent housing is achieved, 2) lower interest level results in a referral to lower-level services, or 3) service limitations or unavailability have resulted in an impassable barrier to stable permanent housing; consult with organizational leadership before terminating a client case due to impassable barrier</li><li>Maintain accurate records on all clients, meeting the deadline and thoroughness standards established by your department in HMIS and 211OC’s Information &amp; Referral Database.</li><li>Directly provide clients—or connect them to—appropriate and relevant information, education, and training on diversion, prevention, and housing services, renters’ and landlords’ rights and responsibilities, and other topics that would assist them in remaining or becoming housed</li><li>For clients identified as needing wraparound support from multiple community organizations, plan, coordinate, and manage the provision of wraparound services department</li><li>Serve as liaison between partner organizations’ outreach workers and their clients when the clients contact the helpline requesting updates</li><li>Advocate for clients with housing providers when clients run into barriers</li><li>Meet or exceed all efficiency, deadline, accuracy, and compliance standards established by HUD and/or your</li><li>Learn and develop expert working knowledge of our resource database and its management software.</li><li>Active listening, with ability to assess clients’ stated and unstated needs during interactions.</li><li>Educate clients on available services/resources and ensure client eligibility and support.</li><li>Empower clients to choose the services they feel are most appropriate for their situations by discussing the options and needs assessed.</li><li>Deescalate clients if upset and intervene during crises and/or situations of abuse.</li><li>Troubleshoot services and their availability utilizing expert knowledge and navigation of the 211OC resource database and through teamwork with other I&amp;R Specialists in the Dept.</li><li>Be an advocate and assist clients in problem-solving when no services are available which can meet their needs.</li><li>Perform thorough intakes on clients and accurately report data.</li><li>Follow-up with clients and close the loop to ensure they received needed services. Track this information on service provision in Orange County.</li><li>Other duties as assigned.</li></ul>Core CompetenciesAll employees, in performing their respective tasks and duties, are to perform quality work within deadlines, with or without direct supervision; interact professionally with other employees, customers, and suppliers; work effectively as a team contributor on all assignments; and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.Customer Service&nbsp;- Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.Interpersonal Skills&nbsp;- Maintains confidentiality; listens to others without interrupting; remains neutral and unbiased; remains open to others' ideas and tries new things.Oral Communication&nbsp;- Speaks clearly; listens and obtains clarification; responds well to questions; participates in meetings.Written Communication&nbsp;- Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.Language Skills&nbsp;- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to speak effectively before groups of customers or employees of organization.Job Requirements /Technical Knowledge<ul><li>High School Diploma or BA/BS Degree in the Human Service Field</li><li>Prior experience providing information and referral services or related experience in the human service field is desirable</li><li>Must be Bilingual (English and Spanish– verbal and written)</li><li>One year of experience working directly with individuals and families in crisis from the community</li></ul>Compensation<ul><li>$21.00 per Hour. Competitive benefits.</li></ul>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 10 pounds.Send Resumes To:<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>

Housing Intake Specialist

ORGANIZATION OVERVIEW
About United Way Fresno and Madera Counties&nbsp;
United Way Fresno and Madera Counties (United Way) is on a mission to mobilize the collective power of community to&nbsp;advance lasting solutions and measurable change&nbsp;for the most urgent issues our neighbors face,&nbsp;particularly focusing on addressing the racial&nbsp;wealth gap for working families. We believe everyone deserves an opportunity to achieve the building blocks of a good life — a quality education, financial stability, and good health — and that expanding this opportunity is both a core objective and a key strategy to fulfilling our mission. We work with hundreds of individuals and organizations that share a vision for what is possible when we UNITE our efforts.
OVERVIEW OF RESPONSIBILITIES
Summary/Objective 
	Reporting to the Director of Impact and Resource Development, this position is responsible for providing intensive case management support, individualized coaching, and navigational support to community members and community partners, to coordinate and deliver whole person care to individuals facing significant challenges and barriers. As part of the UWFM 211 team, this position works to reduce barriers to career pathways and employment, and to promote economic security and wealth creation.&nbsp; KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Duties &amp; Responsibilities
<ul><li>Conduct a whole person assessment to understand a unique situation, goals, and barriers.</li>
<li>Assist individuals to identify strengths and community support, prioritizing the most critical barriers.</li>
<li>Develop individualized plans that address identified barriers and goals.</li>
<li>Utilize resource database to find resources available to execute individual plans.</li>
<li>Assist individuals to access services to relevant resources and services that stabilize and improve their educational and wealth creation opportunities as well as their overall wellbeing.</li>
<li>Establish and maintain effective communication with all relevant stakeholders, including clients, team members, and external partners.</li>
<li>Act as a main point of contact to resource partners for caseload, addressing concerns and providing regular updates on case progress.</li>
<li>Analyze complex issues and challenges within cases and care coordination system.</li>
<li>Develop innovative solutions to address challenges and barriers on behalf of caseload and care coordination services.</li>
<li>Collaborate with cross-functional teams to overcome obstacles and achieve desired organizational and department outcomes around care coordination and reducing the racial wealth gap.</li>
<li>Continuously assess and enhance case management processes and methodologies.</li>
<li>Implement best practices to optimize case management efficiency and effectiveness. 
		&nbsp;</li>
</ul>EDUCATION/REQUIREMENTS
Knowledge, Skills and Expertise
<ul><li>Knowledge of common barriers faced by Fresno and Madera community members, specifically those from disinvested communities of color.</li>
<li>Strong interpersonal and communication skills.</li>
<li>Ability to work independently and as part of a team.</li>
<li>Empathy and the ability to build rapport with clients.</li>
<li>Strong analytical, problem-solving skills and the ability to develop creative solutions.</li>
<li>Cultural sensitivity and the ability to work with diverse populations.</li>
<li>Familiarity with community resources and support services.</li>
<li>Experience using case management software and other relevant tools.</li>
<li>Proficiency in maintaining accurate records and documentation.</li>
<li>Commitment to client-centered, strengths-based approaches.</li>
<li>Knowledge of community programs, resources, and compliance requirements.</li>
<li>Strong organizational and time-management skills.</li>
<li>Leadership and decision-making abilities.</li>
<li>Understanding of and commitment to the mission, vision, and goals of United Way.</li>
</ul>Education and/or Experience
<ul><li>Bachelor’s degree or equivalent experience</li>
<li>A minimum 3 experience in case management, social work, or a related field.</li>
<li>Combination of experience and education.&nbsp;</li>
<li>Current Driver’s License and verifiable automobile insurance&nbsp;</li>
</ul>UNITED WAY CORE COMPETENCIES FOR ALL STAFF 
	●&nbsp;&nbsp; &nbsp;Mission-Focused: Catalyze others’ commitment to mission to create real social change that leads to better lives and healthier communities.&nbsp; This drives their performance and professional motivations. 
	●&nbsp;&nbsp; &nbsp;Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal. 
	●&nbsp;&nbsp; &nbsp;Collaborator: understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement. 
	●&nbsp;&nbsp; &nbsp;Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact. 
	●&nbsp;&nbsp; &nbsp;Brand Steward: Steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.

United Way Fresno and Madera Counties

Fresno and Madera Counties

211 Resource Navigator

211 Program Manager 
	Full-time exempt position, reporting to the Senior Director of Programs 
	Salary range $66,560 to $68,000 annually, commensurate with background and experience 
	The position is based in Redding, CA. The company does not pay relocation costs 
	To apply, submit a cover letter and resume. 
	Application deadline is Friday, Feb. 16, 2024
The Mission and Opportunity
211 NorCal operates in Shasta, Tehama, and Siskiyou counties and provides free social services information and referrals to residents 24 hours a day, seven days a week, 365 days a year. The service is available through call, web (211norcal.org), and text services. Common referrals are for housing; food; utility assistance; counseling and addiction services; free or low-cost legal assistance, and transportation.
211 NorCal is experiencing growth due to increased awareness of the service; new contracts for outreach on specific health and child development issues; planned expansion to neighboring counties (for example, Plumas County service is envisioned within the next 12-18 months), and 211’s utility as an easy-to-remember number for public information during times of disaster. Because 211 is always “on,” and because its scope can encompass any social services need, possibilities for service and expansion abound.
United Way of Northern California (UWNC) operates 211 NorCal. The program is a central element of the agency’s mission to fight for the health, education, and financial stability of all residents, and to be there during times of crisis. Through the maintenance of the 2-1-1 database, UWNC connects with virtually all social services and emergency response agencies in the region. The continued effectiveness and expansion of 211 is critical to UWNC’s strategic future.
Job Summary
The 211 Program Manager will ensure operational excellence of the 211 social services helpline and its related services. The Program Manager will supervise the resource database team and oversee 211 NorCal’s relationship with its outsourced Call Center. Working closely with the UWNC President &amp; CEO, Senior Director of Programs, and the agency’s senior leadership team, the Program Manager will help shape strategic direction for the service, looking for new opportunities to expand mission and revenue. The 211 Manager will ensure effective communications and collaboration with key stakeholders including valued funders; the UWNC&nbsp;Board of Directors and its Community Impact Committee; the 2-1-1 Advisory Committee; state 2-1-1 provider networks; non-profit partners, and emergency response agencies.
Principal Job Responsibilities 
	•Supervise the 211 resource database specialist and database contractor; oversee the collection and maintenance of resources for the 211 NorCal database and the maintenance and development of the 211norcal.org website 
	•Coordinate updates to 211norcal.org; provide materials as needed to the web contractor 
	•Serve as the principal contact for the 211 Call Center and database software vendor 
	•Serve as the principal contact for 211 funders and program partners 
	•Coordinate effective communications and project implementation with partner agencies in Shasta, Tehama, Siskiyou, and Plumas County 
	•Working with senior leadership, develop and implement program goals for 211 with an eye toward innovative initiatives that advance the mission and provide revenue opportunities 
	•Working with the President &amp; CEO, Senior Director of Programs, and, as needed, the Chief Development Officer, locate and apply for grants and contracts 
	•Ensure all activities mandated by contract are executed and that contracted reporting is completed in a timely fashion 
	•Ensure drafting and implementation of marketing and communications efforts aimed at spreading awareness and mobilizing public support for 211 
	•Staff and support the agency’s 211 Advisory Committee 
	•Provide reports on usage of the service and other operational data on a regular and ongoing basis 
	•Respond quickly and decisively to ensure effective mobilization and utilization of 211 during times of crisis and disaster 
	•Represent the CEO, other agency leaders, and United Way as needed and assigned to community and sector events 
	•Other duties as assigned

	Key Skills, Attributes, and Competencies Desired 
	•Passion for community service 
	•Strong project management skills 
	•Entrepreneurial mindset; ability, willingness to think “out of the box” 
	•Thinks strategically; gathers and uses data effectively 
	•Goal oriented; outcomes driven 
	•Collaborative; operates effectively in a team 
	•Personable; builds and maintains relationships 
	•Ability to engage with and relate positively to diverse audiences 
	•Good negotiator 
	•Manages time well; ability to multi-task; tolerance for ambiguity 
	•Clear thinker and communicator 
	•Effective presenter 
	•Poised and resilient
Qualifications 
	•Minimum Bachelor’s degree, or equivalent work experience, in health and human services, business administration, public administration, or related fields. 
	•Minimum three years experience in the non-profit field, or in government or private-sector work that intersects with social issues. 
	•At least two years of management/supervisory experience. 
	•Proven track record of working with multiple agencies or entities to accomplish mutual objectives. 
	•Knowledge of regional social service issues and agencies is a plus. 
	•Bilingual/multilingual is a plus. 
	•Experience with a call service, call center, and/or helpline is a plus. 
	•Able to work on a keyboard comfortably through an eight-hour shift. 
	•Able to lift up to 15 pounds.

	United Way of Northern California offers medical, dental, and health benefits; paid vacation and sick time; 12 paid holidays per year; company-paid life insurance, 401k Retirement Savings Program, and an Employee Assistance Program.

	This position involves occasional travel and occasional work beyond normal business hours.

	United Way of Northern California is an Equal Opportunity Employer.

	All UWNC employees are required to have been vaccinated against COVID-19.

	Commitment to Diversity and Anti-Racism 
	United Way of Northern California is strongly and deeply committed to principles of diversity, equity, inclusion, and anti-racism. We provide equal employment opportunities to all applicants without regard to race, ethnicity, religion, creed, color, nationality, gender, gender identity, genetic information, sexual orientation, age, ancestry, physical or mental disability, medical condition, and marital status. We do not tolerate discrimination or harassment in any form.

	We strive to ensure that our staff and our volunteers – including volunteer leadership on our Board of Directors and its committees – reflect the diversity of the communities we serve.

	Our policy is to treat all with dignity and respect, including – but not limited to – staff, volunteers, clients and prospective clients, colleagues at other non-profits, donors, employees of government agencies and businesses, people attending our events, and members of the public in general.

United Way of Northern California

211 Program Manager

Position Summary:&nbsp;The Resource Development (RD) Assistant will primarily provide a leadership role in the management of the donor stewardship journey in order to achieve individual, department and company goals. Additionally, the RD Assistant will provide support to the Director of Resource Development in all areas related to implementing and supporting the fundraising initiatives and goals for United Way.&nbsp; United Way professionals should exhibit core competencies: mission-focused, relationship-oriented, collaborator, results-driven, and brand-steward.
Duties and Responsibilities:
Drives Revenue &amp; Impact
<ul><li>Resident expert on customer relationship management system communications platform.</li>
<li>Run reports as requested on behalf of the Director of Resource Development which will enhance knowledge of donor base for effective communications.</li>
<li>Manage and maintain global accounts where engagement is requested (but presentations are not permissible) to encourage business support and achieve United Way goals.</li>
<li>Utilize CRM to review accounts and to process pledge transactions with a high level accuracy and speed.</li>
<li>Identify and write up adjustments to donor accounts as needed.</li>
<li>Maintain an organized filing system of donor pledge cards and payment documentation.</li>
</ul>Strategic Relationship Building
<ul><li>Responsible for carrying out all phases of the communication plan with donors for enhanced stewardship.</li>
<li>Through timely communications is able to connect donors’ and prospects’ areas of interest directly to United Way’s work and inspire commitment and support for United Way.</li>
<li>Utilizing our CRM/communications platform, practice effective stewardship by thanking donors, informing them about the impact of their gifts, and keeping them apprised of progress on Community Impact work.</li>
<li>Work effectively with other departments to achieve United Way goals and communicate to various stakeholders.</li>
</ul>Effective &amp; Engaging Communicator
<ul><li>Excellent written and oral communication skills to effectively present the United Way message to businesses, employees, and the community.</li>
<li>Provide excellent customer service and problem resolution to both internal and external constituents.</li>
</ul>Embracing &amp; Managing Change
<ul><li>Effectively work with the Director of Resource Development, UW Board members, and Campaign Cabinet to implement new and creative strategies for workplace campaigns to support United Way goals.</li>
<li>Work with UW, the Resource Development Team and Community Impact Team to engage donors as volunteers through effective communications as part of the stewardship journey.</li>
</ul>Entrepreneurial &amp; Innovative
<ul><li>Collaborate with the local community to meet organizational goals through special events (including but not limited to race parking) and affinity groups (including but not limited to Power of the Purse events.)</li>
</ul>This job description reflects the general duties assigned to the Resource Development Assistant, however, other duties may be assigned based upon needs that may arise within the organization and fall within the scope of the Resource Development Department. &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Qualifications:
<ul><li>High School Diploma or equivalent required.</li>
<li>1 - 3 years of experience in database management, preferably in a non-profit organization.</li>
<li>Associate degree in business, accounting or database management an advantage.</li>
<li>Excellent computer and data entry skills.</li>
<li>Proficient with Microsoft Office products including Word, Excel, PowerPoint</li>
<li>Team player with the ability to work with AUW senior management to achieve organizational goals.</li>
<li>Detail oriented with strong organizational and project management skills.</li>
<li>Strong verbal and written communication skills, including public speaking and presentation skills.</li>
<li>High degree of professional integrity to deal ethically with confidential information.</li>
<li>Ability to work under minimal supervision.</li>
<li>Possess a valid driver’s license and have use of insured motor vehicle.</li>
</ul>Working Conditions &amp; Physical Requirements:
Work is carried out in a controlled, agreeable environment as generally represented by normal office conditions.&nbsp; Employees may be required to assist with or attend various offsite events related to programs or fund raising that are scheduled evenings and/or weekends.&nbsp; These events may&nbsp;require several hours on your feet and assisting with heavy lifting and carrying.
UNITED WAY CORE COMPETENCIES FOR ALL STAFF 
	●&nbsp;&nbsp; &nbsp;Mission-Focused: Catalyze others’ commitment to mission to create real social change that leads to better lives and healthier communities.&nbsp; This drives their performance and professional motivations. 
	●&nbsp;&nbsp; &nbsp;Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal. 
	●&nbsp;&nbsp; &nbsp;Collaborator: understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement. 
	●&nbsp;&nbsp; &nbsp;Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact. 
	●&nbsp;&nbsp; &nbsp;Brand Steward: Steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.

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