2-1-1 Helpline Resource Navigator

Full-timeReports To: 2-1-1 Helpline and Disaster Response DirectorPurpose of PositionUnited Way’s 2-1-1 Helpline is known as the number to call to “Get Help or Give Help.” 2-1-1 provides a first point of entry for information and referral about health and community resources for everyday needs as well as in times of disaster. United Way of West Alabama operates the 2-1-1 Helpline serving nine counties (Bibb, Fayette, Greene, Hale, Lamar, Marengo, Pickens, Sumter, and Tuscaloosa). The 2-1-1 Helpline Resource Navigator connects individuals seeking assistance to organizations that can help them obtain resources to meet their essential needs. Duties and ResponsibilitiesOffer comprehensive call center customer service in responding to inquiries for information and referrals to individuals in need as well as professionals seeking assistance through phone calls, text messages, emails, and chat services.Assess individual needs using the principles of active listening and advocacy for callers in assessing resources, as appropriate.Conduct follow-up calls and text with 2-1-1 helpline callers to ensure they receive assistance.Demonstrate and maintain proficiency in effectively using resource database software, computer hardware, and telephone equipment.Maintain accurate and detailed records of client information and referrals given on each call.Answer phone calls promptly with consideration of callers’ time and needs.Update resources available to the residents of West Alabama on a regular basis.Alert the Director to significant barriers, changes, gaps, problems, or issues in the Information & Referral service system.Gather 2-1-1 caller information and document required data for special projects or grant funded programs.Participate in outreach activities to raise awareness of United Way and 2-1-1, such as serving with community organizations, tabling at community fairs, hosting workshops, etc.Complete other related duties as assigned by the supervisor.Present to diverse audiences 2-1-1/United Way/Disaster information, as needed.Collaborate on community projects to meet unmet needs.Ability to multi-task and work independently.Active listening and ability to empathize and guide individual in need of service. Job RequirementsExcellent verbal and written skills.Background in social work, human services, or customer service.High-level professional standards for performance and a commitment to work with internal and external customers in a friendly, cooperative manner.Self-starter: demonstrated ability to work independently and within teams, meet deadlines, and manage projects effectively.Computer proficiency in Microsoft Office Suite and ability to quickly learn new computer software programs in a timely manner.Preference for candidate with strong telephone/telecommunication skillsPreference for bilingual candidate (Spanish/English). Educational RequirementsGED/High School Diploma with 7+ years of experience in social work, human services, call center operations, counseling, or related fields; OR Associate degree with at least 3 years of experience in social work, human services, call center operations, counseling, or related fields; ORCollege degree with at least 1 year of experience in social work, human services, call center operations, counseling, or related fields.Other Position-Related InformationHours: This non-exempt position is full-time. At times, a flexible work schedule may be necessary to complete activities. 2-1-1 staff may be called upon to provide disaster related information and referral before, during, and after local and/or statewide disasters. Limited evening and weekend hours may be required on occasion. Physical Demands:The employee is primarily seated while performing the duties of the position. Requires manual dexterity to operate a computer, phone, and standard office equipment. Requires the ability to actively listen and speak clearly over the phone while simultaneously operating a computer. Occasionally required to lift and/or move objects weighing up to 25 pounds.To apply please send your cover letter, resume, and references to Will Foster at will@uwwa.org.