PURPOSE OF POSITION
The 211 Contact Specialist is responsible for delivering high-quality information, referral, and resource navigation services to individuals and professionals across a 15-county service area. As part of the UWSK 211 Contact Center team, this role supports community members in identifying and accessing appropriate health and human services.
This position focuses on assessing client needs, identifying effective solutions, and connecting individuals to available resources, including support during crisis situations and opportunities. The role also requires accurate data collection and documentation to support service delivery, track resource availability, and inform community needs.
KEY RESPONSIBILITY AREAS
- Respond to incoming calls and multi-channel communications in a contact center environment from individuals seeking assistance with health and human service needs
- Conduct thorough client assessments to understand needs and identify appropriate resources
- Research and navigate the 211 resource database and other tools to provide accurate, relevant referrals
- Clearly communicate information on accessing public and private services, including eligibility and application processes
- Provide follow-up support and advocacy as needed, particularly for individuals who may face barriers due to age, disability, or other challenges
- Accurately document all interactions in the contact center database in accordance with data quality standards
- Participate in ongoing training, staff meetings, and professional development activities to maintain current knowledge of resources and best practices
- Maintain availability during assigned shifts and support operations during community disasters or emergency situations as needed
- Conduct customer satisfaction surveys and help identify gaps in community services and resources
- Meet established performance metrics, including call volume and quality standards (KPIs)
- Prepare for and obtain Community Resource Specialist (CRS) certification through Inform USA, as required
- Adhere to Inform USA standards and organizational policies in all aspects of service delivery
- Maintain strict confidentiality of client information in accordance with agency policy and applicable laws
- Demonstrate proficiency in all required technology, including contact center systems and Microsoft Office applications
- Perform other duties as assigned
WORKING RELATIONSHIPS
- Reports to the Director of 211 Operations
- Collaborates with UWSK staff across departments in a team-oriented environment
- Builds and maintains effective communication with community partners and agencies included in the 211 resource database
KNOWLEDGE, SKILLS, ABILITIES
- High school diploma required; Bachelor’s degree in human service or related field preferred
- Previous experience in nonprofit or human services settings preferred; experience in social service interviewing desirable
- Strong verbal communication and active listening skills
- Ability to remain calm, professional, and effective in high-stress or crisis situations
- Cultural competency and the ability to work effectively with diverse populations
- Proficiency in computer use, including Microsoft Office and data entry systems
- Basic knowledge of health and human service systems and regional community resources
- Fluency in English required; additional language proficiency is a plus
CORE COMPETENCIES
- Accountability and Brand Stewardship
BEHAVIORAL EXPECTATIONS:
1. Represents United Way of Southern Kentucky positively, professionally, courteously and effectively.
2. Assists or takes on new tasks to help UWSK achieve its mission.
3. Integrates UWSK’s business strategies by building positive internal and external relationships.
4. Maintains confidentiality regarding personnel and organizational information.
5. Adheres to and models the UWSK Code of Ethics at all times.
Note: The description given is intended only to provide information about the general nature of the job and is not an all-inclusive list of the job duties, skills or abilities which may change.
Pay: $16.00 - $17.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
Application Question(s):
- Are you looking for part time or full time?
Education:
- High school or equivalent (Preferred)
Work Location: Hybrid remote in Bowling Green, KY 42101
