Community Resource Advisor

Type: Full-time, Non-exempt (hourly) Employer of Record: Inland SoCal 211+

Department: 211 Contact Center Location: Hybrid – Riverside, CA

Reports To: 211 Contact Center Supervisors

Grant Funded: Yes Transfer Eligible: Yes

Typical Hours: Shifts available 24/7. 32-hour workweek.

Pay Range: $20.00 - $25.00 per hour, payable bi-weekly

Benefits: Medical, vision, and dental coverage; long-term disability and other insurance; 403b

retirement plan; sick leave; accrued vacation; and a 32-hour workweek

WHO WE ARE

In partnership with Inland SoCal United Way, Inland SoCal 211+ mobilizes communities to action so all

can thrive. For over 90 years, we’ve answered the call, actively listening and responding to local needs.

We champion community resiliency, financial security, and health under the values of excellence,

empathy, and equity. With over 100 staff members and 1,200 volunteers, we serve 1 million people in

Riverside, San Bernardino, and East Los Angeles Counties. Together with community partners and

those we serve, we're working towards a future where every person in our communities can achieve

what they envision for their lives. To learn more about our workplace culture, visit

WHO YOU ARE

Mission-Focused: Your goal is to create change for better lives and healthier communities. You

engage donors, volunteers, and the community, striving to accomplish shared goals and making the

best judgments for the community and organization.

Relationship-Oriented: You prioritize people over processes, cultivating relationships for common

goals. You value diversity, practice effective communication, and actively listen to diverse input.

Collaborator: You achieve change through collective action and partnership. You share community

knowledge, focus on shared goals, and seek win-win solutions while maintaining core values.

Results-Driven: You are dedicated to measurable goals for the common good. You communicate

goals, motivate others, promote innovation, and drive resources to deliver excellent service.

Brand Steward: You grow and protect the organization's reputation with integrity and strong ethics.

You act according to the organization's values, take appropriate action, and maintain transparency.

JOB PURPOSE

The 211 Contact Center connects over 200,000 community calls annually to expert, caring help with

health and human services in Riverside and San Bernardino counties. 211 is the most comprehensive

source of information about local resources and services in the country. We are the boots on the

ground, the local experts who make finding help easier, 24 hours a day, 7 days a week, 365 days a

year. Community Resource Advisors (CRAs) are a passionate team of over 20 people who respond to

local community requests for health and human services. As a CRA, you have a unique opportunity to

build social sector experience and advanced customer service skills while providing the best quality

service to improve lives. Specialized ongoing training equips CRAs with skills, knowledge, and tools to

be successful in this position and beyond. CRAs are the frontline of information and referral for

community members who need help with housing, food, utilities, childcare, transportation, healthcare,

and other needs. Join a powerful team of changemakers!

ESSENTIAL DUTIES

• The 211 Contact Center operates 24/7/365, and staff must be available to work nights,

weekends, and holidays. Shifts may be rotated as needed to ensure quality of service.

• Assist community members by answering incoming calls, texts, chats, and emails efficiently

according to established standards, providing community members receive high quality

service and ensuring that caller data is collected and entered accurately into the database.

• Assess caller needs, screen eligibility, and identify and refer appropriate resources.
• Assist callers with enrollment services and any social service needs, using motivational

interviewing techniques to understand their immediate expressed needs as well as

unexpressed needs that require further identification.

• Answer calls involving mental health crisis and suicidality. (CRAs receive specialized training

and support before they start to take these calls.)

• Proactively identify and report resource issues, such as inaccurate or unavailable information,

or call script or other tool issues, using 211 protocols.

• Conduct follow-up surveys with callers to determine referral effectiveness and outcomes,

customer satisfaction, and other support needs.

• Maintain performance level requirements and learn through various methods to maintain

appropriate knowledge of programs and services.

• Participate in onboarding and ongoing training, department and organizational huddles and

in-person gatherings, and monthly Quality Assurance sessions to ensure service quality and

continuous improvement.

Community work is ever-changing because the needs of the community are our foremost mission.

This list represents the typical responsibilities of the role, but other duties may be assigned. You will be expected to perform other tasks as required by your role and the organization's operational needs.

QUALIFICATIONS

• Applicants should have the education, experience, and/or training necessary to fulfill the job

duties and responsibilities. Examples of how this requirement may be met include:

o Bachelor's or Associate’s degree in health or human services such as social work,

human services, sociology, psychology, public health, or a related field with 1 year of

relevant experience; OR

o High School Diploma, GED, or High School Equivalency with 2 years of relevant

experience.

o Strong computer skills and competence in Microsoft Office environment.

o Strong private internet connection when working remotely.

o Willingness to become Inform USA Certified.

o Commitment to attending in-person requirements such as working in-office when

required for training or quality assurance and attending organizational gatherings.

o Ability to complete crisis and suicide training within 90 days of hire.

o Ability and commitment to using a trauma-informed and equity lens and

empathetically respond to the interconnectedness of barriers experienced by

participants.

o Call center or customer service experience.

o Social service experience at an organization serving people experiencing housing

instability, homelessness, food insecurity, or other needs related to low-income.

• Physical Requirements: Work is performed in an office using standard office equipment such

as the telephone, computer, fax machine, and copier. Tasks include moving objects like

laptops and chairs, repetitive wrist and hand motions, document preparation and analysis,

transcribing information, navigating software, and prolonged sitting. These represent what is

necessary to perform the essential duties. Reasonable accommodations for individuals with

disabilities will be provided, as required by applicable law.

• Reliable Transportation: Employees in this role must maintain reliable transportation that

ensures punctual and consistent travel to designated work sites, trainings, and off-site events

such as community meetings and outreach events in Riverside and San Bernardino counties.

Standard commuting is not reimbursable.

• Remote and Hybrid Work Requirements: For work performed remotely, employees must

have access to a private high-speed internet connection and private work area in which nonemployees cannot access or overhear confidential information. Remote work locations are

subject to the same professional conduct and safety requirements as in-person work. While

some remote work may be possible; many duties must be performed in-person and/or on-site.

• Communication: Demonstrate effective verbal and written communication skills, including

but not limited to active listening and the ability to adapt communication style to the

audience (e.g., colleague, client, external, in-person, virtual, or written), as appropriate to role.

• Lived Experience: Applicants who share lived experience with the communities and

populations we serve are strongly encouraged to apply.

These are basic qualifications to meet the requirements of the position. However, we encourage

individuals to apply if they believe they have the necessary skills, knowledge, and experience to

perform the job duties, even if their qualifications do not match 100%. We encourage applicants to

think broadly about their background and skill set to thrive in the role.

GRANT FUNDED POSITION

This position is grant funded and carries the possibility that it may not be renewed if further funding is

not obtained. The availability of grant funds does not guarantee continued employment.

TRANSFER ELIGIBILITY

With cross-training, sufficient performance, and job availability, this position is eligible to apply for

transfer or promotion to similar internal positions. An open position does not guarantee transfer,

promotion, or continued employment.

32-HOUR WORKWEEK

We revised the standard workweek for all full-time employees to 32 hours. Continuation is contingent

on successfully meeting our goals. This position's schedule and, if it’s hourly, the pay rate, may revert

to a 40-hour workweek on a company-wide or department basis.

HIRING POLICIES

Inclusion: People who are justice involved, people of color, people who identify as LGBTQIA2S+, and

people with disabilities are highly encouraged to apply for vacant positions at all levels.

Equal Employment Opportunity: Employment opportunities at ISC211+ are based upon one's

qualifications and capabilities to perform the essential functions of a particular job. All employment

opportunities are provided without regard to race, religion, color, sex, national origin, age (40 or over),

military status, veteran status, disability, genetic information, ancestry, medical condition, reproductive

health decision making, marital status, victim of violence status, gender identity, gender expression,

sexual orientation, or any other characteristic protected by applicable law.

Fair Chance Act: ISC211+ will consider qualified applicants with a justice-impacted history under the

California Fair Chance Act. You do not need to disclose your criminal history or undergo a background

check until a conditional job offer is made. If a conviction directly related to the job is found, you will have the opportunity to explain, provide mitigating evidence, or challenge the report's accuracy.

Pre-Employment Screening: All offers of employment are contingent upon satisfactory background

screening and drug test results. As the recipient of federal funds, this company participates in E-Verify.