Description

ABOUT US

United Way of San Antonio and Bexar County unites the community to identify and solve our most critical issues. We are dedicated to improving people's lives and creating community-level change. Our work includes leading cross-sector collaborations, advocating for public policy changes and investing in programs that prevent problems from happening in the first place for those in need. Improving quality of life and advancing the greater good involves focusing in four impact areas: preparing children for kindergarten; empowering students to graduate and reach their full potential; helping individuals and families become self-sufficient; providing a safety net of services for those in crisis.

JOB SUMMARY

2-1-1 Call Specialists effectively identify needs and provide comprehensive information & referral, stabilization, and crisis intervention services to callers and community members via telephone, face-to-face, and written communication. As part of a call center that operates 24 hours a day, 7 days a week, 2-1-1 Call Specialists are required to be available to work different shifts or rotate shifts with co-workers. Shifts include 12:00 AM-7:30 AM and 4:00 PM-12:30 AM. Shifts are conducted in person in our contact center.

PRIMARY DUTIES AND RESPONSIBILITES

Direct Information & Referral (I&R) Service Provision

1. Provide exceptional customer service as first point of contact with the United Way of San Antonio & Bexar County’s 2-1-1 by providing comprehensive information & referral services and crisis intervention services as necessary.
2. Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller’s need(s).
3. Establish clear and effective communication using good contact techniques and active listening in a non-judgmental way.
4. Accurately assess caller’s needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions.
5. Provide follow-up and advocacy services as necessary to community members. 
6. Respect and maintain client confidentiality; follow all agency and program guidelines regarding confidentiality.
7. Demonstrate a willingness and ability to work with difficult callers or calls using accepted techniques and principles.
8. Use technology (CISCO, VOIP, & live chat) to interact with clients. 
9. Demonstrate a commitment to the UWSA mission statement and Code of Ethics in all interactions with coworkers and constituents.

Crisis Intervention Services 

1. Provides crisis intervention services by assisting the client to move from an emotional state to a cognitive state and creating safety plans as needed.
2. Provides crisis intervention services telephonically, face-to-face, and at outreach events as necessary 

Service Utilization Documentation

• Conduct complete and accurate interviews and capture all required data into I&R software(s) at 95% accuracy/completion rate. 

Requirements

EDUCATION AND EXPERIENCE

• Bachelor’s Degree Preferred, however, in lieu of a degree.
• A minimum of four (4) years’ work experience in a related field and a High School Diploma or GED Certificate; OR
• A minimum of two (2) years if call center experience delivering social services and a High School Diploma or GED Certificate.
• Ability to work effectively under stress. Maintains productivity and composure under pressure.
• Comfortable working in a fast-paced environment. 
• Adapts readily to changes.
• Ability to use good judgment and assessment techniques.

WORK ENVIRONMENT

• Shifts are conducted in-person in our contact center.
• Shifts may include, but not be limited to, evening, weekend, or holiday hours for up to a maximum of 29 hours per week.
• Normal nonprofit office environment with little exposure to dust, noise and extreme temperatures.
• extended work on personal computing equipment and telephone, and occasional use of a multi-function printer and calculator.
• Client-driven, team-oriented workplace
• Reliable personal transportation is required.

KNOWLEDGE, SKILLS & ABILITIES INFORMATION

• Professional demeanor.
• Self-motivated and creative.
• Ability to work effectively under stress. Maintains productivity and composure under pressure.
• Comfortable working in a fast-paced environment. 
• Adapts readily to changes.
• Ability to use good judgment and assessment techniques.
• Demonstrated independent decision-making and problem-solving ability.
• Excellent verbal and written communication skills. 
• Attention to detail in a multitasking environment.
• Proficient in Microsoft Office Suite. 
• Competent with Adobe Products Suite, preferred.