United Way of the Midlands
OPEN INTERVIEW EVENT - Call Center, 211 Helpline
United Way of the Midlands, Omaha, Nebraska, us, 68197
OPEN INTERVIEW EVENT – Call Center, 211 Helpline
Community Resource Specialist I position available in our 211 Helpline Call Center.
Event Details
Date: January 8th
Time: 9:00 am – 3:00 pm
Location: 1229 Millwork Ave., Suite 402, Omaha, NE 68102
Drop in anytime for a quick, relaxed interview. Bring your resume—walk‑ins welcome. Apply here and we will reach out to schedule a time for that day.
Job Title Community Resource Specialist I
Department 211 Helpline
Supervisor 211 Management
FLSA Status Part‑time, Non‑Exempt
Location Omaha, NE – On‑site
Hours Multiple shifts
Pay Range $18.00 / hr – $18.00 / hr
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 to support our community’s most impactful health and human service programs. UWM’s 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, build financial stability, help young people realize their full potential, and address urgent needs today to advance a better tomorrow. We are committed to fostering integrity, inclusion, and responsibility across our work so all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table.
Community Resource Specialist Summary The Community Resource Specialist I is responsible for responding to individuals in need of assistance through multiple channels of communication.
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 provides 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 2‑1‑1 database for resources and appropriately refers clients.
Identifies requests for resources that are not available in our database and informs the call center database Manager of unmet needs.
Maintains an acceptable level of call handling and customer service performance as described by the 2‑1‑1 training standards.
Completes all training for new programs and services related to 2‑1‑1 and provides 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.
Supervisory Responsibilities
This job has no supervisory responsibilities.
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 preferred for communication with supervisors, co‑workers, clients and customers.
Knowledge of MS Office Outlook, Excel, Access and Word processing software.
Education and Experience
Associate’s degree (preferred) from a two‑year college or university and/or one to two years of related experience and/or training in Social Services or Human Services.
A high school diploma or GED is required for this position.
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.
Benefits
Generous 401(k) Retirement plan
Paid vacation and sick time
Employer‑paid life and disability insurance
Professional development assistance
Tuition reimbursement
Equal Opportunity Employer United Way of the Midlands is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Seniority Level Entry level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Non‑profit Organizations
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Event Details
Date: January 8th
Time: 9:00 am – 3:00 pm
Location: 1229 Millwork Ave., Suite 402, Omaha, NE 68102
Drop in anytime for a quick, relaxed interview. Bring your resume—walk‑ins welcome. Apply here and we will reach out to schedule a time for that day.
Job Title Community Resource Specialist I
Department 211 Helpline
Supervisor 211 Management
FLSA Status Part‑time, Non‑Exempt
Location Omaha, NE – On‑site
Hours Multiple shifts
Pay Range $18.00 / hr – $18.00 / hr
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 to support our community’s most impactful health and human service programs. UWM’s 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, build financial stability, help young people realize their full potential, and address urgent needs today to advance a better tomorrow. We are committed to fostering integrity, inclusion, and responsibility across our work so all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table.
Community Resource Specialist Summary The Community Resource Specialist I is responsible for responding to individuals in need of assistance through multiple channels of communication.
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 provides 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 2‑1‑1 database for resources and appropriately refers clients.
Identifies requests for resources that are not available in our database and informs the call center database Manager of unmet needs.
Maintains an acceptable level of call handling and customer service performance as described by the 2‑1‑1 training standards.
Completes all training for new programs and services related to 2‑1‑1 and provides 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.
Supervisory Responsibilities
This job has no supervisory responsibilities.
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 preferred for communication with supervisors, co‑workers, clients and customers.
Knowledge of MS Office Outlook, Excel, Access and Word processing software.
Education and Experience
Associate’s degree (preferred) from a two‑year college or university and/or one to two years of related experience and/or training in Social Services or Human Services.
A high school diploma or GED is required for this position.
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.
Benefits
Generous 401(k) Retirement plan
Paid vacation and sick time
Employer‑paid life and disability insurance
Professional development assistance
Tuition reimbursement
Equal Opportunity Employer United Way of the Midlands is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Seniority Level Entry level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Non‑profit Organizations
#J-18808-Ljbffr