Community Resource Specialist

Job Overview

GENERAL SUMMARY:

Wyoming 2-1-1 is a free information and referral service that connects individuals in Wyoming to information about quality health and human services within the community. Wyoming 2-1-1 is a nonprofit agency supported by state and local resources.

The Community Resource Specialist will skillfully and compassionately connect individuals with health and human service assistance to link persons seeking help to available community resources. Primary responsibilities include responding to inbound calls, emails, and text, as well as conducting outbound follow-up calls as appropriate. The Community Resource Specialist will support a variety of human service initiatives including county Enroll Wyoming, utility payment assistance programs and disaster response. This position also assists in identifying new or updated resources to ensure the accuracy and integrity of the program’s resource database. 2-1-1 Community Resource Specialists are needed year-round.

ESSENTIAL JOB FUNCTION:

Information & Referral Services

• Provide information about health and human services to individuals, agencies, and organizations through telephone, email, text and occasional walk-in contact, while maintaining excellent customer service.

· Assess client needs, as well as thoroughly assessing callers’ situations to identify any additional needs beyond the caller’s original request.

· Identify appropriate resources and provide all necessary information to the client.

• Offer advocacy assistance to clients when necessary.
• Give appropriate information and referrals based on the needs of the caller.

· Assist clients in locating or identifying alternatives when resources are not available.

• Use database system for community resources as appropriate.
• Use effective crisis intervention skills when/where appropriate during calls.

Call Documentation

· Ensure proper call documentation based on program protocols.

· Adhere to 2-1-1 policies and procedures.

· Maintain accurate client data records by collecting all demographics and accurately recording transaction information on all caller contacts, including optional fields whenever information is available.

· Writes clear, concise case notes when required.

· Maintain confidentiality of client records.

Follow-Up Services

· Make appropriate follow-up calls, as mandated by Wyoming 2-1-1 protocol, to determine whether previous referrals were appropriate and helpful, if a client’s needs were met, whether agency is still providing the service, and to provide additional referrals if necessary.

· Follow up can also be in the form of texts, calls and emails, depending on the client’s option on how to follow up.

· Appropriately documents all follow-up results and outcomes.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in human services or related field, or Associates degree in human services or related field with one or more years of experience in human and social services, or Comparable High School diploma with a preferred 3 years’ experience in human and social services

· Previous call center experience providing information and referral or other hotline service, or related customer service preferred

· Work experience in human and social services preferred

KNOWLEDGE, SKILLS AND ABILITIES:

· Knowledge of information and referral practices and procedures.

· Knowledge of the state/local/federal social services agencies and programs.

• Meet commitments, respond promptly to customer needs, solicit feedback to continually reinforce and strengthen the organization’s reputation with all constituents.

· Ability to communicate with clients, co-workers, and business contacts in a courteous and professional manner.

· Bilingual a plus.

· Highly developed organizational skills.

· Knowledge of and skill in using computer software, including Microsoft Office/365 and database programs.

· Ability to pay close attention to detail and coordinate various activities simultaneously (multi-task).

· Ability to maintain high ethical standards and confidentiality in accordance with United Way, InformUSA, Federal and State standards, and policies.

· Willingness to obtain training through InformUSA and commit to ongoing training as assigned that pertains to information and referral.

· Excellent interpersonal skills and ability to work on a team.

· Excellent public speaking skills.

· High initiative and ability to work with minimal supervision.

· Positive attitude is essential.

· Adheres to all operational standards as set for the Wyoming 2-1-1 Call Center and Community Resource Specialists.

· Cooperates with InformUSA to further the field of information and referral and ensure that 2-1-1 is operated with the highest accreditation standards.

PHYSICAL DIMENSIONS:

Position consists of sitting for extended periods of time at a desk, working on a computer, and answering the telephone. Occasional stooping, lifting, walking, or carrying objects will occur.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel classified.

Pay: From $18.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Paid time off

Work Location: Hybrid remote in Cheyenne, WY 82001

Salary : $18