Community Resource Specialist PT MTT

Overview: 
Mission: To improve lives by mobilizing the caring power of Greater Kansas City

We’re more than fundraisers. We’re 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.

We are a team of adaptive, driven, focused and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible – with a hybrid virtual and in-office environment. We believe that working hard and playing hard are essential to a job well-done. Come be a part of the pinnacle nonprofit in our community!

Weekly Shift Assignments: Monday 9:00-3:30pm, Tuesday 9:00-6:00pm, Thursday 10:00-3:00pm.

Weekly Total: 19.5 Hours

Position Summary:
United Way of Greater Kansas City is seeking Community Resource Specialists for the 211 community navigation line. 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 by maintaining a comprehensive database of thousands of local and national community resources addressing food, shelter, utilities, healthcare, and other needs. The Community Resource Specialists will be responsible for handling local and contract calls utilizing the Inform USA community navigation standards in providing excellent customer service, caller problem assessment, information and referral, screening for program eligibility, advocacy, and appropriate follow-up.

Major Duties and Responsibilities:
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Customer Service:

• Provides phone-based inbound and outbound client problem assessment, information and/or referral(s) and follow-up appropriate to the client’s needs.
• Utilizes recognized professional and agency standards in carrying out the goal of resolution of the client’s problems or requests.
• Provides consistent and excellent customer service and follows the 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.
• Required to have and maintain sufficient internet service (minimum of 50-100 Mbps) and related equipment to efficiently run the required programs. Other essential equipment will be provided.
• Required to have a safe and private workspace conducive to maintaining client confidentiality.
• Other duties such as special projects or seasonal protocols as assigned.

Relationships:

• Provides advocacy for clients 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.
• Required to report to other designated location(s), including but not limited to the United Way of Greater Kansas City office for training, emergencies, and disaster.

Operational Excellence:

• Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data in WellSky Community Services call records or other databases as contracts require.
• Participates actively in new hire training of approximately 150 hours to be completed within 5-6 weeks (average of 25-37.5 hours per week).
• Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills. Includes monthly staff meeting on the first Tuesday of each month from 1-2:30pm, the third Thursday from 2-4:30pm, plus as needed on-site training or events.
• Applies for the Inform USA certification after completing necessary employment and experience criteria.

Metrics of Success: 

• A compassionate curious communication style, especially with clients
• Proactive problem solving, seeking to understand the root issue, not just the immediate problem
• Works to build trusting relationships with others
• Respect in all interactions
• Clear and effective explanation of processes in multiple ways
• Continuous learning
• Reflection for improvement and seeks authentic feedback
• Eagerness to adopt best practices
• Responds to communications in a timely manner
• Understands the impact their actions can have on others and manages conflicts effectively
• Cooperation and participation
• Flexibility with regular changes in resources, updates, fluctuations in call types and demands