What are the responsibilities and job description for the 211 Call Specialist position at UNITED WAY OF CENTRAL ALABAMA INC.?
Make Every Call Matter. Join UWCA’s 2-1-1 Team.
Are you passionate about helping people navigate life’s challenges? As a 2-1-1 Call Specialist, you’ll be a vital connection between individuals in need and the community resources that can change their lives. Every call you take is an opportunity to listen with empathy, problem-solve with purpose, and make a real impact across Central Alabama. If you thrive in a fast-paced, people-focused environment and want a career where compassion meets action, this is your chance to be part of meaningful work that truly matters.
Responsibilities
- Answer UWCA 2-1-1 Information & Referral line promptly and with excellent customer service skills
- Meet and maintain Inform USA Certification Standards
- Assess caller’s challenges and determine appropriate community-based services/referrals
- Interpret referral resources to caller to ensure that the caller understands how that referral can help them
- Effectively manage calls from distressed callers
- Maintain records of all inquiries, including source of referral, description of problems and disposition of cases
- Follow-up on referral responsiveness and caller satisfaction based upon guidelines of the Response Center
- Assist in completing statistical reports
- Participation in Community Initiatives’ Continuous Quality Improvement Plan
- Assist with training call center volunteers
- Participate in Community Outreach
- Assist with Disaster Call Center which may require working outside normal business hours
- Other duties as assigned
Qualifications
Knowledge & Skills
Knowledge of human service terminology
Demonstrated ability to work effectively with people and organizations
Demonstrated experience in working with culturally diverse populations (seniors, immigrants, people of varied ethnicities and religions)
Demonstrated ability to exhibit non-judgmental attitude toward persons with different ways of addressing life challenges
Proven ability to type accurately and enter data into a database
Education/Experience
Social Work or related degree in a human services field with 2 years’ experience
Call center experience preferred
Requirements
Valid Alabama driver’s license
Reliable transportation
Proof of automobile insurance commensurate with State law
Background checks to include but not limited to criminal record, drug screen, and TB test
Normal office environment with occasional overtime and travel throughout the state
Must meet and maintain eligibility requirements to be insured by UWCA’s insurance