211 Call Specialist

Are you passionate about helping people navigate life’s challenges? As a 2-1-1 Call Specialist, you’ll be a vital connection between individuals in need and the community resources that can change their lives. Every call you take is an opportunity to listen with empathy, problem-solve with purpose, and make a real impact across Central Alabama. If you thrive in a fast-paced, people-focused environment and want a career where compassion meets action, this is your chance to be part of meaningful work that truly matters.

Job Decription

Provide excellent customer service and accurate information and referral to persons who seek community resources through the UWCA 2-1-1 Response Center.

Responsibilities

• Answer UWCA 2-1-1 Information & Referral line promptly and with excellent customer service skills
• Obtain Inform USA Community Resource Specialist Certification within 18 months of employment
• Assess caller’s challenges and determine appropriate community-based services/referralsInterpret referral resources to caller to ensure that the caller understands how that referral can help them
• Effectively manage calls from distressed callers
• Maintain records of all inquiries, including source of referral, description of problems and disposition of cases
• Follow-up on referral responsiveness and caller satisfaction based upon guidelines of the Response Center
• Assist in completing statistical reportsParticipation in Community Initiatives’ Continuous Quality Improvement Plan
• Assist with training call center volunteers Participate in Community Outreach Assist with Disaster Call Center which may require working outside normal business hours
• Other duties as assigned

Qualifications

Knowledge & Skills

Knowledge of human service terminology

Demonstrated ability to work effectively with people and organizations

Demonstrated experience in working with culturally diverse populations (seniors, immigrants, people of varied ethnicities and religions)

Demonstrated ability to exhibit non-judgmental attitude toward persons with different ways of addressing life challenges

Proven ability to type accurately and enter data into a database

Education/Experience

Bachelor’s degree in social work or a related human services field preferred

Minimum of two years of relevant experience in social work, human services, or a related field preferred

Call center experience preferred

Requirements

Valid Alabama driver’s license

Reliable transportation

Proof of automobile insurance commensurate with State law

Background checks to include but not limited to criminal record, drug screen

In office position; regular on-site attendance is required

Must meet and maintain eligibility requirements to be insured by UWCA’s insurance