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Job Descriptionâ¯ 
Job Title: 211 Information and Referral Specialist 
Department: 211 
Reports to: 211 Program Director 
Status: Full Time 
FLSA Classification: Nonexempt 
Date: June 3, 2025 
 
Mission: 
United Way Fox Cities (UWFC) improves lives by bringing diverse people together to 
build a stronger, more caring community for everyone. 
 

Core Values: 
Accountability, Community, Caring, Integrity, Commitment 
 
Summary: 
The 211 Information and Referral Specialist (Specialist) is responsible and accountable 
for delivering quality, professional information, and referral services to callers. The 
Specialist serves as the front-line representative to the public, responds to incoming 
calls/texts/chats and makes follow-up calls on a scheduled basis. Contacts range from 
requests for simple information to complex cases with multiple needs requiring time 
spent on advocacy and/or crisis intervention. 
 
Duties/Responsibilities: 
Phone Specialist 

 • Answers incoming calls/texts/chats on an assigned schedule. 

 • Assesses caller’s needs and makes accurate referrals to appropriate agencies, 
programs, and services. 

 • Provides crisis intervention to callers according to established protocols. 

 • Research answers to new questions and requests for unknown services 
according to established protocols. 

 • Advocates for individuals who are experiencing difficulty or lacking the ability 
needed to make effective contact with agencies, programs, and services in 
partnership with 2-1-1 Director. 

 • Schedules and makes follow-up calls according to established protocols. 

 • Accurately records transaction information on all caller contacts. 

 • Works effectively as a team member in a shared work environment. 

 • Attends team meetings, on-site trainings, conferences, and workshops to 
improve professional skills. 

 • Stays informed on broad social issues and changes that impact human services. 

 • Maintains INFORM USA Accreditation quality assurance goals. 

 • Represents United Way 2-1-1 effectively to agencies and groups both on the 
telephone and in person. 

 • Works extended hours as needed, related to disaster management. 
 
 


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Other 

 • Assist with maintenance of the 2-1-1 database, as needed. 

 • Assist with data analysis and reporting. 

 • Follow department and office management procedures as developed. 

 • Attend United Way Fox Cities’ functions as requested. 

 • Attends community meetings, agency fairs, and training as requested. 
o Perform other administrative duties as assigned. 

 
Reasonable accommodation may be provided to enable individuals to perform the 
essential functions. 
 
Education and Experience: 

 • Associate degree, or equivalent experience, in Human Services or related field 
required. Bilingual applicants (English/Spanish) preferred. 

 
Required Skills/Abilities: 

 • Ability to learn new skills, adapt to a new environment, and adopt knowledge. 

 • Strong people skills 

 • Ability to take directions and provide feedback. 

 • Excellent written and verbal communication skills, 

 • Computer skills including MS Office (Excel and Word), knowledge of internet. 

 • Strong organizational skills, and strong attention to details. 

 • Follow established INFORM USA and internal 2-1-1 protocols; Willingness to 
take appropriate initiative to assist and advocate for customers; listen to 
customers, provide appropriate referrals, and respect confidentiality; plan, 
prioritize, and organize work effectively. 

 • Willingness to learn; remain flexible, share responsibilities, and job functions 
when needed and appropriate. 

 • Ability to work assigned schedule necessary. 

 • Bilingual (English/Spanish) language skills are a plus. 
 
Core Values Integration: 
As a member of our team, you will be expected to demonstrate a commitment to our 
core values in all aspects of your work. 


Work Environment: 

Work is primarily performed in an office environment. This position requires regular 

movement inside the office to access filing cabinets, office machinery, etc. Attendance 

at meetings outside of the office is occasionally necessary. The position also includes 

remaining in a stationary position a portion of the time, either standing or sitting, and 

occasional lifting of up to 20 pounds. There may be exposure to repetitive work on the 

computer. Evening and weekend hours may be required. 


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This job description describes the general nature and scope of responsibilities for this 

position. Please note other duties and responsibilities may be assigned or removed at 

any time with or without notice. 

 
Signatures: 

This job description has been approved by: 


Leader ______________________________________ Date ________________ 


HR__________________________________________ Date ________________ 


Employee signature below indicates the employee's understanding of the requirements, 

essential functions and duties of the position. 


Employee______________________________________ Date__________________

211 Information and Referral Specialist

Position SummaryThe Chief Philanthropy Officer is a key member of Brown County United Way’s (BCUW) executive management team. This position is responsible for the development and implementation of all aspects of BCUW’s philanthropic and resource development strategies and programs. The position is responsible for working with resource development staff, working closely with BCUW volunteers to build and maintain relationships with major community stakeholders, donors, and the broader community.&nbsp;Qualities and QualificationsThe ideal team member is nonpartisan and works with leaders, regardless of political affiliation, at the federal, state, and local levels to strengthen communities and expand opportunities for all individuals in Brown County; has the ability to work both autonomously and collaboratively; is highly organized, flexible and can effectively multitask; has excellent oral and written communication skills: has previous experience with donor cultivation and donor stewardship. &nbsp;Collaborates with and provides supervision of and direction to the Brown County United Way Campaign Strategist.&nbsp; Bachelor’s degree preferred and/or equivalent experience in fundraising or sales.Key Responsibilities<ul><li>Participate as a member of the BCUW executive management team to provide a united, visible and strong leadership presence across the organization to help instill new thinking, focus and prioritize efforts, and operationalize the organization’s strategic plan.</li><li>Assist the President/CEO and executive management team in promoting the long-range plans and goals of the organization to the community.</li><li>Lead and grow a multi-million-dollar annual giving campaign.&nbsp;</li><li>Manage and lead all resource development lines of business including corporate relations, major and planned gifts, affinity group programs, new business, donor relations, and endowments.</li><li>Provide goal setting, visioning, leadership, and strategic direction for the resource development team.</li><li>Work with the resource development team and the BCUW annual campaign chair to create and execute the campaign timeline, volunteer prospect list, and marketing needs assessment.</li><li>Work with the resource development team, campaign chairs, and campaign cabinet to support the annual giving campaign.</li><li>Cultivate relationships with Brown County area corporate leaders and senior management of all priority and prospective accounts.</li><li>Collaborate with the executive management team and other appropriate BCUW team members in writing and securing grants for the campaign and BCUW-led initiatives.</li><li>Develop and manage new business and alternative funding streams.</li><li>Represent BCUW at state/regional United Way meetings and workshops. Present to groups as needed.</li><li>Coordinate continuous resource development staff education and training programs based on identified needs.</li><li>Work with the finance team to ensure that the BCUW database includes accurate information regarding all relevant campaign functions.</li><li>Collaborate with the Marketing Committee of the BCUW Board of Directors to:</li><li>Prepare all campaign materials.</li><li>Develop segmented donor marketing materials.</li><li>Work on long- and short-range plans for the purpose of meeting the organization’s marketing and communication goals.</li><li>Implement community-wide and donor recognition events.</li><li>Manage the resource development and marketing budgets.</li><li>Assist with the supervision of ad-hoc personnel. Provide backup staff support to the overall organization as needed.</li><li>Other duties as assigned by the President/CEO.</li></ul>Requirements<ul><li>Bachelor’s degree and supervisory experience preferred; ability to train and motivate staff and volunteers; demonstrated skills in building and maintaining effective relationships. Ability to work well independently and within a team environment, strong interpersonal skills. Ability to work in a fast-paced environment and juggle multiple priorities; ability to react and adjust quickly to changing conditions. Ability to complete complex and time-sensitive work. Excellent oral and written communication skills; proficient in Microsoft Office products (Access, Excel, Word, PowerPoint, and Outlook).&nbsp;</li><li>3+ years’ experience in Major Gift Development, or comparable fund-raising experience required.</li><li>Experience in health and human services development is preferred.</li></ul><h2>Relationships</h2>Reports to the President/CEO. Works with all BCUW staff and has high-level relationships with various community stakeholders, BCUW Board of Directors, agencies, organizations, government and volunteers.

Chief Philanthropy Officer

The Resource Development Director is a key leadership position responsible for planning, managing, and executing Great Rivers United Way’s (GRUW) annual fundraising efforts and long-term resource development strategy. This role builds strong, lasting relationships with individuals, corporate partners, foundations, and community organizations to generate revenue and support GRUW's mission to improve lives by uniting people and resources.

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