[Hiring] Community Resource Specialist @United Way of Greater Kansas City

Role Description

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.

Hours: Mon 9:00am-2:30pm, Wed 11:30am-5:30pm, Thurs 11:30-5:30pm

Qualifications

• Must be customer service orientated in all communications and situations and demonstrate a commitment to excellence.
• Minimum of one year information and referral, contact center, social services, or related experience; knowledge of health and human services preferred.
• High School diploma or equivalent required.
• Must be able to provide services respectfully alongside all diverse populations.
• Must be able to perform multiple tasks across multiple platforms, databases, and tools.
• Must work well within a virtual team setting, regularly and effectively utilizing communication and collaborative tools provided.
• Intermediate to advanced level computer skills required as multiple databases are utilized.
• Bilingual Spanish is preferred but not required.

Requirements

• 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.
• Required to have and maintain sufficient internet service (minimum of 50-100 Mbps) and related equipment to efficiently run the required programs.
• Required to have a safe and private workspace conducive to maintaining client confidentiality.
• Provides advocacy for clients when a situation needs, or an individual is unable to follow through on the referral(s) independently.
• 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.
• Applies for the Inform USA certification after completing necessary employment and experience criteria.

Benefits

• 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.