Call Center, 211 Helpline, Multiple Shifts available. Full and Part time.

Job Details Job Title: Community Resource Specialist I Department: 211 Helpline Supervisor: 211 Management FLSA Status: Part-time, Non-Exempt Location: Omaha, NE - ON-SITE Hours: 7-hour shifts between 8:00 am - 5:00 pm, Monday-Thursday. Responsibilities Answers phone calls, email, chat and text, demonstrating 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. Maintains a nonjudgmental attitude when speaking with clients, displaying sensitivity to all cultural backgrounds. Identifies and reflects the feelings of callers in crisis. Assesses the clients’ needs or situation using pertinent questions and the principles of active listening. Advocates for clients when appropriate. Requests statistical and demographic information related to our clients to assist in the determination and tracking of unmet needs in the community. Records clients' information into the call center database and provides referrals to the appropriate resources as needed. Places outbound calls to follow-up with a percentage of our clients to determine if their needs were met. Completes assessments for clients in high-risk situations. Accesses the 2-1-1 database for resources and appropriately refers clients. Identifies requests for resources that are not available in our database and informs the call center database Manager of unmet needs. Maintains an acceptable level of call handling and customer service performance as described by the 2-1-1 training standards. Completes all training for new programs and services related to 2-1-1 and provides feedback as needed. Completes the Inform USA Community Resource Specialist certification exam within six months of eligibility to ensure adherence to industry standards and quality service delivery. Supervisory Responsibilities This job has no supervisory responsibilities. Required Skills and Abilities High level of professionalism, confidentiality and capacity to work independently. High level of written and verbal communication skills with attention to detail and organization. Demonstrate proficiency in using call center software, computer hardware and telephone equipment. Ability to work alternative schedules and demonstrate flexibility in times of disaster. Engage in and maintain knowledge of UWM programs and strategies. Proactive in engaging in or seeking out self-learning opportunities. Ability to work effectively as a team member and assist other staff members willingly. English proficiency sufficient and bilingual preferred for communication with supervisors, co-workers, clients and customers. Knowledge of MS Office Outlook, Excel, Access and Word Processing software. Education and Experience Associate's degree (preferred) from two-year College or University and/or one to two years related experience and/or training in Social Services or Human Services. A high school diploma or GED is required for this position. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Must occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Benefits Generous 401(k) Retirement plan Paid vacation and sick time Employer-paid life and disability insurance Professional development assistance Tuition reimbursement United Way of the Midlands is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. #J-18808-Ljbffr United Way of the Midlands