Community Resource Specialist

211 Community Resource Specialist

WHO WE ARE

For more than 100 years, Heart of West Michigan United Way has been dedicated to strengthening our local communities and driving lasting change. With a regional touch in Allegan, Kent, and Ottawa counties we're here, always listening and ready to respond. Working together with our neighbors, we're strengthening local resilience and advancing financial security, health, youth opportunity, and community resiliency to build a thriving community for all.

Learn more about us here: https://www.hwmuw.org/

Michigan 211 is a free, confidential service that connects individuals and families with critical health and human services across the community. Operated in partnership with United Way, our work focuses on helping people navigate complex systems and access to resources they need to achieve stability and well-being. We are committed to collaboration, equity, and service excellence – and we are proud to support both our community members and our team.

ARE YOU EXCITED ABOUT THIS COMMUNITY RESOURCE SPECIALIST JOB?

We're looking for a dedicated professional who can remain calm under pressure, manage a high volume of inbound calls, and provide accurate, compassionate assistance to individuals seeking help. The ideal candidate is organized, detail-oriented, comfortable using multiple computer systems, and committed to supporting community members while working as part of a collaborative call-center team.

WHAT WILL YOU BE DOING?

As a Community Resource Specialist, you will:

• Serve as a front-line call-center professional handling a frequent volume of inbound calls, texts, and emails from individuals seeking assistance.
• Accurately assess client needs and provide appropriate, thorough referrals to community resources.
• Use direct intervention and advocacy when necessary and agreed to by the client.
• Document interactions clearly and accurately while navigating multiple systems during live calls.
• Maintain up-to-date information on community resources in the database.
• Communicate effectively with team members and community partners to ensure seamless service delivery.
• Demonstrate proficiency with computer hardware, software, and call-center tools.
• Participate in internal or community committees as assigned.
• Perform other duties as needed to support program operations.

SCHEDULE

This is a full-time, hourly, non-exempt position (37.5 hours/week) with a hybrid schedule requiring at least two in-office days per week. Flexible hours between 8:00 AM and 5:30 PM, Monday through Friday. Occasional evenings, additional hours, or schedule adjustments may be required during emergencies or high-volume periods. Ability to work extended hours during disaster response or scheduling crises is required.

SOME KNOWLEDGE AND SKILLS REQUIRED FOR THE POSITION ARE

• High school diploma or equivalent, required
• Proficiency in Microsoft 365 (Word, Excel, PowerPoint, SharePoint, OneDrive)
• Strong verbal and written communication skills, especially in a call-center setting
• Ability to manage high call volumes while maintaining accuracy and professionalism
• Excellent problem-solving skills, organization, and prioritization skills
• Ability to maintain strict confidentiality
• Strong analytical and data-entry skills
• Self-motivated with a high level of accountability
• Ability to work effectively with individuals from diverse backgrounds
• Demonstrated ability to work within a team-based, performance-driven environment

PHYSICAL REQUIREMENTS

• Ability to remain seated and work at a computer for extended periods
• Frequent use of office and call-center equipment (headsets, phones, keyboards)
• Occasional lifting up to 20 pounds
• Ability to work in a moderate-stress call-center environment with frequent incoming calls
• Reliable transportation for occasional local travel
• Ability to work remotely with reliable internet and quiet, private space for answering calls

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

COMPENSATION AND BENEFITS

Compensation Statement: The typical offer range for this role is from minimum to midpoint, with the midpoint representing the average pay for this in a market scope. Please note that this range represents the pay range for all positions in the job grade for which this position belongs to. The compensation offer considers a variety of factors relevant to this position, which includes knowledge, skills, and experience, as well as internal equity and alignment with market data. The minimum hourly rate for this role is $18.58/hour.

We offer a competitive benefit package for full-time employees that includes:

• Medical, Dental and Vision Insurance
• 401(k) plan with employer match
• Employer paid group Life/AD&D and Long-term Disability
• Flexible Spending Account
• A generous PTO plan that includes Personal/Sick time, Vacation time, Paid Holidays and Floating Holidays
• Summer Fridays
• Pine Rest Employer Assistance Program for ALL household members

PLEASE SEE FULL JOB DESCRIPTION FOR DETAILS