Job Description
Inland Southern California United Way’s mission is to unite people, ideas, and resources to empower our community and improve lives. We envision a caring community, an extraordinary place to live, learn, work, and grow. We work towards this vision by focusing on the education, financial stability, health, and housing of all people in the Inland Southern California region. ISCUW’s three values are equity, excellence, and empathy. ISCUW seeks talented, driven, compassionate team members that thrive in a high-capacity culture.
Program Description:
Inland SoCal United Way’s ISC 211+ provides timely, effective access to accurate and comprehensive information and referrals for the residents of the Inland Empire, provides public information support in times of disaster and answers several specialized lines for assistance in such areas as Cal Fresh enrollment, Health Insurance, Crisis & Suicide Prevention Helpline, child abuse reporting, reentry and after hours calls for other agencies. ISC 211+ is the trusted source of verified health and social service information, designed to assist people in overcoming barriers.
Position Overview:
The Community Resource Advisor will respond to callers, collect information, enter data, perform caller assessment, provide information and referrals and conduct follow-up calls. This position will also answer and assist with direct services such as Cal Fresh enrollment, Health Insurance, Crisis & Suicide Prevention Helpline, housing and employment screening and any other social service needs as needed. This position will also respond to text messages, emails and chat. This full-time, non-exempt, funded position carries with it the possibility that it may not be renewed if further funding is not obtained. The availability of funds does not guarantee continued employment. No contract is implied; this position is “at-will” and employment may be terminated at any time by the employee or the employer. This position reports to the 211 Operations Supervisor.
Requirements and Essential Functions – 80%:
· Duties may vary based on funding or grants. ISCUW 211 call center, specific contracts
May Require the flexibility to adjust to new program guidelines and requirements.
· Assist callers by answering incoming calls, texts, chats, and emails efficiently according to
established standards
· Collect caller data and enter data accurately into database
· Provide awareness of transportation options to include needs and eligibility
· Assess needs of callers and refer callers to appropriate resources
· Assist clients with enrollment services
· Assist with any social services needs
· Answer calls about crisis and suicide
· Complete all assigned training
· Conduct follow-up surveys with callers
· Successfully maintain performance parameters and learn through various means to maintain appropriate knowledge of programs and services
· Identify children and family organizations that could be added to the 211 database in order to increase the availability of resources for families. As necessary and appropriate, help facilitate the registration of these agencies into the 211 system
· Successfully maintain performance parameters and improve skills through various means
Secondary Functions – 20%:
· General clerical duties, which may include letter writing, faxing, copying, message handling, reports, office inventory, filing, data input and maintenance of marketing materials
· Maintain records of community interests and requests, aid in research and data input, participate in outreach events or meetings and assist with grant maintenance
· Other duties as assigned
Qualifications:
· 211+ Call Center is a 24/7/365 operation, staff must be available to work nights, weekends and holidays. Shifts may be rotated as needed for business purposes
· Call center/customer service experience and/or Social Service background preferred
· Ability to inspire excellence and champion change through versatile coaching and interpersonal skills
· Fluent in English and Spanish preferred, but not required
· Strong computer skills and competence in Microsoft Office environment
· Must be willing and able to become Inform USA certified
· Must complete crisis and suicide training within 90 days of hire
· Must complete all assigned trainings and maintain organizational training
· In the event of a disaster, may be required to work 12-hour shifts, 7 days per week
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions of this position.
While performing the duties of this job, the employee will be required to operate a variety of equipment such as a computer, telephone, headset, copy machine and fax machine. Sedentary work requires sitting for long periods of time but may require the ability to walk, stand, stoop and squat for various periods. Visual acuity and manual dexterity required for typing and computer use. Must be able to lift/move objects up to 10 lbs.
Salary Range & Benefits
Wages: $20.00 - $20.50/hour, payable bi-weekly. Benefits include vision, dental, medical, life, long-term disability, and accidental death & dismemberment insurance; paid holidays; accrued vacation and sick leave.
EEO Statement:
ISCUW/ISC211+ are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. ISCUW/ISC211+ are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.
We believe that diversity and inclusion among our teammates is critical to our success
