United Way of KC- 211 Call Specilist

Position Description United Way of Greater Kansas City
Title: United Way 2-1-1 Call Specialist, Reports To: Call Center Manager

Basic Function:
Responsible for caller and walk-in client response; problem assessment, information and
referral and follow-up appropriate to the client’s needs. When necessary, provides advocacy by contacting resources to facilitate service delivery.

Major Duties and Responsibilities:

Provides caller/client problem assessment, information and/or referral(s) and follow-up appropriate to the caller’s/client’s needs.

Provides advocacy for the caller/client in situations when the caller/client is unable to follow through on the referral(s), or to facilitate service delivery to the caller/client

Utilizes recognized professional and agency standards in carrying out the goal of resolution of the client’s problems or requests

Maintains accurate documentation of caller/client demographic information, services requested, information provided, referral(s) made, follow-up data by entering into Iris database or other databases as contracts require.

Assists in ongoing maintenance of resource database information through notification of resource data to Resource Data Specialist

Participates in new hire and ongoing training to enhance skills

Applies for Alliance of Information and Referral Systems (AIRS) certification after one year of employment and experience

Assists with United Way market research by conducting telephone surveys as needed

Job Qualifications:

Relevant degree in behavioral sciences or related field preferred, or a combination of directly related college courses or employment experience may be accepted; prefer a minimum of one year information and referral or related experience or knowledge of health and human services; must have excellent verbal communications skills; must be able to work with diverse populations; must be able to perform multiple tasks and work well within a team setting; must have commitment to excellent customer service; prefer bi-lingual; must have intermediate level or better computer skills.

NOTE: This is for a part-time Call Specialist position. 28 hours per week at $12.00 per hour. Monday through Thursday 8:00am to 3:00pm.

Please mail resume and cover letter:
Pete Schweigel
Vice President of Human Resources
United Way of Greater Kansas City
1080 Washington
Kansas City, MO 64105