Job Details
Job Location
Office - Minneapolis, MN
Remote Type
Fully Remote
Position Type
Full Time
Salary Range
$23.50 - $24.50 Hourly
Job Shift
Description
OUR COMMUNITY
We live in a world where divisions, disparity and poverty affect everyone. There are many ways to solve problems, but when we united as changemakers we can disrupt systems, unlock human potential, change narratives, create equitable solutions and advocate for policies that result in lasting change.
Greater Twin Cities United Way lives in a unique space in the Twin Cities with a community of three million people who share our passion and mission.
GTCUW impacts hundreds of thousands of people every year via community investments, donor events, company campaigns, conventions, volunteer events and community gatherings - giving everyone a voice in creating GTCUW.
Your Role in Participating : Community Resource Specialist
Your Department : 211 (Community Impact)
Your Reporting Manager : Senior Contact Center Manager
OUR MISSION AND VALUES
Mission : Unite changemakers, advocate for social good and develop solutions to address the challenges no one can solve alone.
Values : Equity, collaboration, agility, and transparency
SCHEDULE :
We currently have 4 openings available. Here are the open shifts :
- Monday - Friday 9 : 00 am - 5 : 00 pm
- Monday - Friday 9 : 00 am - 5 : 00 pm
- Monday - Friday 10 : 00 am - 6 : 00 pm
- Tuesday - Saturday 2 : 00 pm - 10 : 00 pm
ROLE ACCOUNTABILITIES
Conduct a professional assessment by asking pertinent questions to elicit information necessary to make an accurate referral;
ability to make decisions and interpret policy while working with an inquirer.
- Present the inquirer with various approaches to address their needs in a way that gives the inquirer multiple options.
- Have a working understanding of the AIRS Taxonomy of Human Services.
- Understand and practice
2-1-1 policies and procedures; keep abreast of policy and procedural changes.
- Attend all staff meetings and other in-house training; apply new information to the job.
- Demonstrate a comprehensive understanding of multiple human services delivery systems, which include community resources, organizations and services.
- Understand and clarify for inquirers the role of 2-1-1 and information and referral as part of the overall human service delivery system.
- Must be able to effectively use the 2-1-1 database, internet, and other applications to find and make appropriate referrals.
- Assess and meet the immediate, short-term needs of inquirers who are experiencing a crisis, including domestic abuse, mental health crises or thoughts of suicide.
- Document activity using defined 2-1-1 documentation standards.
- Demonstrate 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.
- Conducts follow up and quality assurance contacts on all cases where permission to do so has been documented.
- Participate in and represent 2-1-1 in outreach to community groups, local businesses and social service providers to enhance knowledge, understanding and use of 2-1-1 services.
- Based on business needs, may be asked to take on special projects as requested.
- Will be required to work other than scheduled hours during a local or national disaster.
Qualifications
COMPETENCIES THAT SUPPORT YOUR WORK
- Bachelor's degree in human services, or related field preferred; will also consider candidates with an Associate's degree, some college education, and / or experience in a contact center / customer service and / or human service delivery.
- Knowledge of the social work field preferred.
- Excellent communication skills including ability to respond to inquirers with patience, objectivity and a nonjudgmental attitude.
- Excellent customer service skills; ability to work with internal and external customers in a friendly, cooperative, and professional manner.
- Consistently meet the day-to-day demands of the job; meet call center metrics.
- Ability to work well under pressure and handle conflict in a professional manner.
- Ability to adapt to changing conditions including shift changes, metrics, and during disasters.
- Work effectively with others both inside and outside the organization.
- Excellent PC skills, including proficiency in Outlook, Word and Excel.
- Excellent English language skills including spelling, grammar and punctuation.
- Ability to multi-task and work in a fast paced, high change environment with periods of both high and low inquirer volume.
- Resilient attitude including handling disappointment and / or rejection while still working well.
- Excellent personal boundaries, especially during crisis calls, that help the 2-1-1 specialist stay within the job description of an information and referral specialist who does not provide direct services to inquirers.
- All positions require fluency in English. Fluency in Spanish, Hmong, or Somali a plus.
- Required to become AIRS certified when eligible.
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