Community Resource Specialist MWT

Position Summary: 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 Major Duties and Responsibilities: The following statements are intended to describe the general nature and level of work being performed.

They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Customer Service: Provides phone-based inbound and outbound client problem assessment, information and/or referral(s) and follow-up appropriate to the clients needs.

Utilizes recognized professional and agency standards in carrying out the goal of resolution of the clients problems or requests.

Provides consistent and excellent customer service and follows the core principles of CARE: Caring, Accurate and Resourceful, Every call.

Meets established individual key performance indicators and benchmarks including, but not limited to, schedule adherence, call quality standards, and availability.

Required to have and maintain sufficient internet service (minimum of 50-100 Mbps) and related equipment to efficiently run the required programs.

Other essential equipment will be provided.

Required to have a safe and private workspace conducive to maintaining client confidentiality.

Other duties such as special projects or seasonal protocols as assigned.

Relationships: Provides advocacy for clients when a situation needs, or an individual is unable to follow through on the referral(s) independently.

Advocacy can include outbound calls to agencies, research, or other reasonable steps to facilitate service delivery to the client.

Required to report to other designated location(s), including but not limited to the United Way of Greater Kansas City office for training, emergencies, and disaster.

Operational Excellence: 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, ...