211 Information & Referral Specialist and Project Coordinator

Title

211 Information & Referral (I&R) Specialist & Project Coordinator

Department

211 & Effingham County Service Center

Reports To

Senior Director, 211 & Regional County Director, Effingham County

Summary

The 211 Information & Referral Specialist and Project Coordinator responds to United Way’s 211 Information and Referral call center telephone lines in a prompt and courteous fashion, gathering key information from callers and providing appropriate referrals and resources, and assisting with case management. By matching callers’ needs to services, the 211 Information & Referral Specialist serves a critical role in United Way’s community services.

In addition to providing 211 services, this position supports the coordination and delivery of United Way’s direct services and programs in Effingham County.

Employee Expectations

UWCE is synonymous with charitable service and strives to positively impact the issues people care most about in our community. All UWCE employees are critical to our work and expected to present the best image of our organization as they represent United Way in our community. All employees are expected to accept their responsibilities, adhere to acceptable principles in personal conduct, and exhibit a high degree of personal integrity at all times.

Position Requirements & Qualifications

• High school diploma or GED required.
• Customer service experience required.
• Case management experience and knowledge of 211 platforms or case management databases preferred.
• Excellent verbal skills required.
• Proficiency in Microsoft Office Suite.
• Strong organizational, interpersonal, and communication skills.
• Valid driver’s license and ability to travel regionally.

Essential Job Responsibilities

Telephone Skills & Referring Resources

• Use active listening and interviewing skills to assess caller needs.
• Provide empathetic, professional support to diverse population of callers.
• Collaborate with the 211 team while working independently.
• Apply problem-solving skills to prioritize needs and offer appropriate referrals.
• Connect callers with suitable community resources.

Referral Database

• Maintain accurate and detailed call records using VisionLink.
• Demonstrate proficiency with database software, computers, and call center systems.

211 Resources, Case Management

• Provide services such as rental and utility assistance in accordance with program guidelines.
• Conduct client meetings to assess needs, offer referrals, and provide support.
• Identify and report service gaps, barriers, or issues to the Senior Director, 211, with recommendations.
• Maintain up-to-date knowledge of community resources, availability, and intake procedures.

Professional Development

• Pursue professional development through training materials, attending training sessions and conferences.

Project Coordination

• Assist the County Director with special projects, events, and service center operations (e.g., Read United).

Traits & Distinguishing Characteristics

• Ability to communicate in a professional manner with internal and external audiences, demonstrating compassion to those served.
• Demonstrates poise under all circumstances, working well with all personality-types.
• Maintains exceptionally high standards of integrity and confidentiality.
• Ability to work well both independently and as a team member.
• Takes ownership of work and demonstrates willingness to accept responsibility for decisions and actions.
• Demonstrates commitment to quality in every task performed.
• Ability to work with a diverse team of staff and volunteers.

United Way Core Competencies for All Staff 

• Mission-Focused: Catalyze others’ commitment to mission to create real social change that leads to better lives and healthier communities.  This drives their performance and professional motivations.  
• Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.  
• Collaborator: understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.  
• Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.  
• Brand Steward: Steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.  

Physical Demand

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Much of the work of this position is completed while sitting at a desk, using a computer and phone. Requires talking, hearing and visual acuity sufficient to perform these major functions.

• Occasionally includes reaching above shoulder heights, below the waist or lifting up to 25 pounds for office equipment, supplies and materials.

Status

Exempt (salaried)