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<a href="https://www.unitedwaygkc.org/" target="_blank">UWGKC</a> serves as a non-profit, focused on bettering the communities of Kansas City through transformative change by providing or allocating social services focused on health, education and financial stability. We’re more than fundraisers. We’re the 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 of 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. Join us.
United Way of Greater Kansas City is seeking Community Resource Navigators for the 211 information and referral line. The Community Resource Navigators will be responsible for handling local and contract calls, providing excellent customer service, caller problem assessment, information and referral, screening for program eligibility, advocacy, and appropriate follow-up for 211.

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. 211 maintains a comprehensive database of thousands of local and national community resources that include information on services for food, shelter, utilities, health related services and more. 211 is committed to being the most trusted essential community resource to help individuals navigate the web of social services, assisting people in overcoming barriers, and addressing challenges every day.
Location: Remote
Open Shifts Weekly Hours:
<ul><li>Monday - Friday 9:30am – 5:30pm</li>
<li>Monday - Tuesday &amp; Friday 9:30am – 5:30pm, Saturday 9:00am – 5:00pm, &amp; Sunda 8:00 am – 4:00 pm</li>
<li>Sunday 11:00pm – Monday 7:00am, Tuesday – Friday 12:00am (midnight) – 7:30am</li>
</ul>OVERVIEW OF RESPONSIBILITIES
<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 advocacy for clients in situations 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>Provides consistent and excellent customer service and follows core principals 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>Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data by entering into Service Point database or other databases as contracts require.</li>
<li>Required to work holidays as scheduled.</li>
<li>Required to report to other designated location during times of emergencies and disaster.</li>
<li>Participates actively in new hire training of approximately 80 hours.</li>
<li>Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills.</li>
<li>Applies for Alliance of Information and Referral Systems (AIRS) certification after completing necessary employment and experience criteria.</li>
<li>Required to have and maintain sufficient internet service and related equipment. Other essential equipment will be provided.</li>
<li>Required to have safe and private workspace conducive to maintaining client confidentiality.</li>
<li>Other duties such as special projects or seasonal protocols as assigned.</li>
</ul>EDUCATION/REQUIREMENTS
<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 not limited to: ServicePoint, NICE inContact, Outlook, Microsoft Suite (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>The ideal candidate demonstrates:&nbsp;
<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>Compensation&nbsp;and Benefits: United Way of Kansas City offers a competitive salary commensurate with experience, benefits package including full health and dental coverage; “unlimited flexible” vacation; 403(b) with company match; flexible office culture; employee development opportunities and a hybrid work environment.&nbsp;
OMNI and our clients are Equal Opportunity Employers and seek diversity in candidates for employment. EEO Employer W/M/Vet/Disabled/Sexual Orientation/Gender Identity.

United Way of Greater Kansas City

211 Community Resource Navigator (Full-Time)

<a href="https://www.unitedwaygkc.org/" target="_blank">UWGKC</a> serves as a non-profit, focused on bettering the communities of Kansas City through transformative change by providing or allocating social services focused on health, education and financial stability. We’re more than fundraisers. We’re the 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 of 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. Join us.
United Way of Greater Kansas City is seeking Full-time 211 Resource Specialist.
Under general supervision in a virtual contact center environment, updates and evaluates the quality of community resource information contained in the United Way 211 resource database. Provides updates and support to the Information and Referral contact center of United Way 211 through data gathering, creating relationships with, and sending out annual solicitations to all agencies contained in the database. Completes data input into the database software according to style guide and inclusion requirements. Supports and adheres to Alliance of Information and Referral Systems (AIRS) standards. May be required to participate in outreach events as assigned to build awareness of United Way 211 services.
The Resource Specialist assures that he/she/they are compliant according to organizational and legal policies, procedures, and standards.&nbsp;
Location: Remote
OVERVIEW OF RESPONSIBILITIES
The employee in this role has the following top duties and responsibilities:
<ul><li>Assist with the maintenance of the Information and Referral database.</li>
<li>Research resource data in and serving the 23-county area; verify and enter data.</li>
<li>Assist with documentation and reporting of information and referral statistics and other reports as required.</li>
<li>Categorize information according to industry standards.</li>
<li>Researches and maintains current knowledge of all AIRS database standards.</li>
<li>Complete annual updates for agencies listed in the resource database through outreach to agencies including phone, email, and in person efforts.</li>
<li>Evaluates data accuracy, style, and inclusive language for all database records.</li>
<li>May be required to report to the UWGKC office or another designated location as required.</li>
<li>Represent United Way and 211 at various resource fairs, community collaborations, and through community outreach as required.</li>
<li>Will apply for Certified Resource Specialist – Database Curator (CRS-DC) when eligible per AIRS eligibility requirements.</li>
<li>Other duties as assigned.</li>
</ul>The Resource Specialist participates in developing and accomplishing annual and ongoing goals. They review these goals on a routine basis with their supervisor to assure work is being carried out according to expectations, deadlines, and accuracy. The employee accepts constructive feedback and seeks learning opportunities to bridge any performance gaps or to prepare for increased responsibilities. In addition, this employee seeks opportunities to improve department outcomes by identifying barriers and possible solutions.
The employee may participate in projects, teams, or committees to help advance current or new initiatives being undertaken within UWGKC. This employee may perform other work as assigned.
EDUCATION/REQUIREMENTS
<ul><li>Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook);</li>
<li>Above average computer skills including database, Excel, or spreadsheet management.</li>
<li>Strong organizational skills required as well as verbal and written communication skills.</li>
<li>Commitment to and experience delivering excellent customer service.</li>
<li>Experience in non-profit and human service delivery preferred.</li>
<li>High School diploma or equivalent required; bachelor’s degree is preferred.</li>
<li>Strong attention to detail, process improvement, effective collaboration, and ability to adjust expectations to address time sensitive tasks.</li>
<li>Must be respectful to all callers and teammates, inclusive of all diverse populations and considerations.</li>
</ul>The ideal candidate demonstrates the following:
<ul><li>is reflective and seeks authentic feedback</li>
<li>is a continuous learner</li>
<li>is cooperative and participative</li>
<li>ability to clearly and effectively explain processes in multiple ways</li>
<li>is respectful in all interactions</li>
<li>builds trusting relationships with others</li>
<li>understands the impact of their actions on others and manages conflict effectively</li>
<li>adopts best practices and aligns their work to assure effective outcomes</li>
<li>balances responsibilities and responds to requests in a timely manner</li>
<li>is a proactive problem solver</li>
<li>understands how individual work impacts others</li>
</ul>Compensation&nbsp;and Benefits: United Way of Kansas City offers a competitive salary commensurate with experience, benefits package including full health and dental coverage; “unlimited flexible” vacation; 403(b) with company match; flexible office culture; employee development opportunities and a hybrid work environment.
OMNI and our clients are Equal Opportunity Employers and seek diversity in candidates for employment. EEO Employer W/M/Vet/Disabled/Sexual Orientation/Gender Identity.

211 Resource Specialist

<a href="https://www.unitedwaygkc.org/" target="_blank">UWGKC</a> serves as a non-profit, focused on bettering the communities of Kansas City through transformative change by providing or allocating social services focused on health, education and financial stability. We’re more than fundraisers. We’re the 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 of 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. Join us.
United Way of Greater Kansas City is seeking Community Resource Navigators for the 211 information and referral line. The Community Resource Navigators will be responsible for handling local and contract calls, providing excellent customer service, caller problem assessment, information and referral, screening for program eligibility, advocacy, and appropriate follow-up for 211. The working contact center shift hours are flexible based on the need for additional coverage and the Community Resource Navigator will be expected to pick up a minimum of 3 shifts per month based on the person’s general availability. Additionally, the PRN Community Resource Navigator will sign on to check communications one hour per week to stay up to date on the changes in the database, processes, or seasonal programs.

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. 211 maintains a comprehensive database of thousands of local and national community resources that include information on services for food, shelter, utilities, health related services and more. 211 is committed to being the most trusted essential community resource to help individuals navigate the web of social services, assisting people in overcoming barriers, and addressing challenges every day.
Status: Part-Time/As Needed
Location: Remote
Open Shifts Weekly Hours:
<ul><li>Based on personal availability and available open shifts. The ideal candidate can work a minimum of 8 hours a week during day, evening, and/or weekend hours.</li>
</ul>OVERVIEW OF RESPONSIBILITIES
<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 advocacy for clients in situations 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>Provides consistent and excellent customer service and follows 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>Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data by entering into Service Point database or other databases as contracts require.</li>
<li>Required to work holidays as scheduled.</li>
<li>Required to report to other designated location during times of emergencies and disaster.</li>
<li>Participates actively in new hire training of approximately 80 hours.</li>
<li>Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills.</li>
<li>Applies for Alliance of Information and Referral Systems (AIRS) certification after completing necessary employment and experience criteria.</li>
<li>Required to have and maintain sufficient internet service and related equipment. Other essential equipment will be provided.</li>
<li>Required to have safe and private workspace conducive to maintaining client confidentiality.</li>
<li>Other duties such as special projects or seasonal protocols as assigned.</li>
</ul>EDUCATION/REQUIREMENTS
<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 not limited to: ServicePoint, NICE inContact, Outlook, Microsoft Suite (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>The ideal candidate demonstrates:&nbsp;
<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>OMNI and our clients are Equal Opportunity Employers and seek diversity in candidates for employment. EEO Employer W/M/Vet/Disabled/Sexual Orientation/Gender Identity.

211 PRN Community Resource Navigator

<a href="https://www.unitedwaygkc.org/" target="_blank">UWGKC</a> serves as a non-profit, focused on bettering the communities of Kansas City through transformative change by providing or allocating social services focused on health, education and financial stability. We’re more than fundraisers. We’re the 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 of 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. Join us.
United Way of Greater Kansas City is seeking Part-time Community Resource Navigators for the 211 information and referral line. The Community Resource Navigators will be responsible for handling local and contract calls, providing excellent customer service, caller problem assessment, information and referral, screening for program eligibility, advocacy, and appropriate follow-up for 211.

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. 211 maintains a comprehensive database of thousands of local and national community resources that include information on services for food, shelter, utilities, health related services and more. 211 is committed to being the most trusted essential community resource to help individuals navigate the web of social services, assisting people in overcoming barriers, and addressing challenges every day.
Location: Remote
Open Shifts Weekly Hours:
<ul><li>Wednesday 9:30am – 5:30pm &amp; Friday 8:30am – 4:30pm (14 hours)</li>
<li>Sunday 10:30am – 6:30pm, Monday 10:00am – 6:00pm, &amp; Friday 10:00am – 6:00pm (22.50 hours)</li>
<li>Saturday 8:00am – 4:00pm, Sunday 7:00am – 3:00pm (14 hours)</li>
<li>Sunday 11:30am – 6:30pm, Monday 11:00 am – 6:00pm (14 hours)</li>
</ul>OVERVIEW OF RESPONSIBILITIES
<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 advocacy for clients in situations 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>Provides consistent and excellent customer service and follows core principals 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>Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data by entering into Service Point database or other databases as contracts require.</li>
<li>Required to work holidays as scheduled.</li>
<li>Required to report to other designated location during times of emergencies and disaster.</li>
<li>Participates actively in new hire training of approximately 80 hours.</li>
<li>Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills.</li>
<li>Applies for Alliance of Information and Referral Systems (AIRS) certification after completing necessary employment and experience criteria.</li>
<li>Required to have and maintain sufficient internet service and related equipment. Other essential equipment will be provided.</li>
<li>Required to have safe and private workspace conducive to maintaining client confidentiality.</li>
<li>Other duties such as special projects or seasonal protocols as assigned.</li>
</ul>EDUCATION/REQUIREMENTS
<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 advocacy for clients in situations 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>Provides consistent and excellent customer service and follows core principals 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>Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data by entering into Service Point database or other databases as contracts require.</li>
<li>Required to work holidays as scheduled.</li>
<li>Required to report to other designated location during times of emergencies and disaster.</li>
<li>Participates actively in new hire training of approximately 80 hours.</li>
<li>Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills.</li>
<li>Applies for Alliance of Information and Referral Systems (AIRS) certification after completing necessary employment and experience criteria.</li>
<li>Required to have and maintain sufficient internet service and related equipment. Other essential equipment will be provided.</li>
<li>Required to have safe and private workspace conducive to maintaining client confidentiality.</li>
<li>Other duties such as special projects or seasonal protocols as assigned.</li>
</ul>

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