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 client’s needs.

· Utilizes recognized professional and agency standards in carrying out the goal of resolution of the client’s 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, as well as coaching to enhance and maintain skills. Includes monthly staff meeting on the first Tuesday of each month from 1-2:30pm plus quarterly on-site training.

· Applies for the Inform USA certification after completing necessary employment and experience criteria.

Metrics of Success:
· A compassionate curious communication style, especially with clients
· Proactive problem solving, seeking to understand the root issue, not just the immediate problem
· Works to build trusting relationships with others
· Respect in all interactions
· Clear and effective explanation of processes in multiple ways
· Continuous learning
· Reflection for improvement and seeks authentic feedback
· Eagerness to adopt best practices
· Responds to communications in a timely manner
· Understands the impact their actions can have on others and manages conflicts effectively
· Cooperation and participation
· Flexibility with regular changes in resources, updates, fluctuations in call types and demands

Job Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:

· Must be customer service orientated in all communications and situations and demonstrate a commitment to excellence.

· Minimum of one year information and referral, contact center, social services, or related experience; knowledge of health and human services preferred.

· High School diploma or equivalent required.

· Must be able to provide services respectfully alongside all diverse populations.

· Must be able to perform multiple tasks across multiple platforms, databases, and tools.

· Must work well within a virtual team setting, regularly and effectively utilizing communication and collaborative tools provided.

· Intermediate to advanced level computer skills required as multiple databases are utilized. Systems used include, but are not limited to: WellSky Community Services, NICE inContact, Microsoft Suite (Outlook, Word, Excel, PowerPoint), and Microsoft Teams. Must be able to utilize key systems independently as prescribed for job assignments at the completion of new hire training.

· Bilingual Spanish is preferred but not required.

Core Competencies:

· Catalyst: A change agent who actively convenes partnerships with others who offer diverse backgrounds, experiences and perspectives to drive community transformation and foster mission goals.

· Achievement: Driven to make a difference – actively sets challenging stretch goals – passionately and purposely aims to achieve them; demonstrating adaptability and perseverance.

· Responsive: Can be counted on to do what needs to be done. Models a consultative engagement approach in all interactions developing relationships both internally and externally, brings the “right” stakeholders into decisions and actions; and resolves conflicts respectfully.

· Excellence: Invests in continuous learning, generously shares knowledge and strives to do the right thing in all endeavors to positively reflect the UWGKC brand and mission.

· Solutions: Exhibits fierce resolve to understand root issues that impact achievement of results. Collaborates to devise creative, innovative solutions to optimize outcomes for those we serve.