What are the responsibilities and job description for the Call Center, 211 Helpline - Multiple Full and Part time shifts available position at Unitedwaymidlands?
Job Title: Community Resource Specialist I
Department: 211 Helpline
Supervisor: 211 Management
FLSA Status: Part-time, Non-Exempt
Location: Omaha, NE - ON-SITE
Hours: Multiple Full and Part Time shifts available.
About United Way of the Midlands:
Since 1923, United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business, government and not-for-profit sectors and raising money to support our community’s most impactful health and human service programs. UWM’s funded programs and direct services – including JAG Nebraska, 211 and the Weatherization Assistance Program – focus on four key areas to improve health and well-being for all, build financial stability and strength, help young people realize their full potential and address urgent needs today to advance a better tomorrow. At United Way, we are committed to fostering integrity, inclusion, and responsibility across our work where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table.
UWM’s Mission:
United Way of the Midlands UNITES our community’s CARING SPIRIT to build a STRONGER tomorrow.
Guiding Principles:
At United Way of the Midlands, we…
- Build TRUST in everything we do.
- Extend GRACE by thinking beyond ourselves.
- Show GRIT by bringing it everyday.
- Be OPEN to embracing others’ differences.
- Actively ENGAGE by listening and sharing.
- Live CURIOUSLY to learn constantly.
Community Resource Specialist Summary:
The Community Resource Specialist I is responsible for responding to individuals in need of assistance through multiple channels of communication.
Responsibilities:
- Answers phone calls, email, chat and text, demonstrating strong customer focus with all users of the service; ability to work with diverse populations within the context of developing the cultural competency needed, to provide appropriate resources to inquirers.
- Maintains a nonjudgmental attitude when speaking with clients, displaying sensitivity to all cultural backgrounds.
- Identifies and reflects the feelings of callers in crisis.
- Assesses the clients’ needs or situation using pertinent questions and the principles of active listening.
- Advocates for clients when appropriate.
- Requests statistical and demographic information related to our clients to assist in the determination and tracking of unmet needs in the community.
- Records clients' information into the call center database and provide referrals to the appropriate resources as needed.
- Places outbound calls to follow-up with a percentage of our clients to determine if their needs were met.
- Completes assessments for clients in high-risk situations.
- Accesses the 2-1-1 database for resources and appropriately refer clients.
- Identifies requests for resources that are not available in our database and inform the call center database Manager of unmet needs.
- Maintains an acceptable level of call handling and customer service performance as described by the 2-1-1 training standards.
- Completes all training for new programs and services related to 2-1-1 and provide feedback as needed.
- Completes the Inform USA Community Resource Specialist certification exam within six months of eligibility to ensure adherence to industry standards and quality service delivery.
Supervisory Responsibilities:
- This job has no supervisory responsibilities.
Required Skills and Abilities:
- High level of professionalism, confidentiality and capacity to work independently.
- High level of written and verbal communication skills with attention to detail and organization.
- Demonstrate proficiency in using call center software, computer hardware and telephone equipment.
- Ability to work alternative schedules and demonstrate flexibility in times of disaster.
- Engage in and maintain knowledge of UWM programs and strategies.
- Proactive in engaging in or seeking out self-learning opportunities.
- Ability to work effectively as a team member and assist other staff members willingly.
- English proficiency sufficient and bilingual preferred for communication with supervisors, co-workers, clients and customers.
- Knowledge of MS Office Outlook, Excel, Access and Word Processing software.
Education and Experience:
- Associate's degree (preferred) from two-year College or University and/or one to two years related experience and/or training in Social Services or Human Services.
- A high school diploma or GED is required for this position.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must occasionally lift and/or move up to 10 pounds.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
Benefits:
- Generous 401(k) Retirement plan
- Paid vacation and sick time
- Employer-paid life and disability insurance
- Professional development assistance
- Tuition reimbursement
United Way of the Midlands is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.