Community Resource Specialist I - Bilingual

Job Title: Community Resource Specialist I - Bilingual Department: 211, Programs Supervisor: Director, 211 FLSA Status: Full-time, Non-Exempt Approved Date: February 2025 About United Way of the Midlands: Since 1923, United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business, government, and not-for-profit sectors and raising money to support our communitys most impactful health and human service programs. UWMs funded programs and direct services including JAG Nebraska, 211, and the Weatherization Assistance Program focus on four key areas to improve health and well-being for all, build financial stability and strength, help young people realize their full potential, and address urgent needs today to advance a better tomorrow. At United Way, we are committed to fostering integrity, inclusion, and responsibility across our work where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table. UWMs Mission: United Way of the Midlands UNITES our communitys CARING SPIRIT to build a STRONGER tomorrow. Guiding Principles: At United Way of the Midlands, we Build TRUST in everything we do. Extend GRACE by thinking beyond ourselves. Show GRIT by bringing it everyday. Be OPEN to embracing others differences. Actively ENGAGE by listening and sharing. Live CURIOUSLY to learn constantly. Community Resource Specialist I (Bilingual) Summary: The Community Resource Specialist I is responsible for responding to individuals in need of assistance through multiple channels of communication. The Community Resource Specialist I connects individuals and families with essential community services, including housing, healthcare, employment, and food assistance. This role involves client assessment, resource coordination, and outreach, ensuring timely and effective support while maintaining strong relationships with service providers and community partners. 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 provide 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 211 database for resources and appropriately refer clients. Identifies requests for resources that are not available in our database and inform a member of the Data Management team. Maintains an acceptable level of call handling and customer service performance as described by the 211 training standards. Handles all Spanish contacts which come into the contact center. Completes all training for new programs and services related to 211 and provide 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. Maintains accurate and organized data entry and file management to ensure the integrity and accessibility of information across systems. Supervisory Responsibilities: None 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 required for communication with supervisors, co-workers, clients and customers. Both oral and written fluency in Spanish. Education and Experience: High school diploma or GED required. 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. Completes the Inform USA Community Resource Specialist certification exam within six months of eligibility to ensure adherence to industry standards and quality service delivery. 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. Acknowledgments: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time. _________________________________________ ___________________________ Supervisor / Manager Signature Date ________________________________________ ___________________________ Employee Printed Name Date ________________________________________ ___________________________ Employee Signature Date