POSITION SUMMARY STATEMENT:
To provide skilled information and referral services that effectively link persons seeking help to available community resources. Provide public education on health and human service issues, community resources and the products and services of 2-1-1 Maryland at United Way of Central Maryland.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:
85% Provide skilled information and referral services in response to requests for help, primarily by phone. Interview callers and assess service needs using the principles of active listening. Use the computer to identify appropriate resources and provide information on eligibility requirements and availability of services. Assist clients with problem solving. Recognize and respond appropriately to persons in crisis. Maintain accurate records on each contact with client.
Conduct follow-up on callers per 2-1-1 MD at United Way of Central Maryland’s policy.
10% Provide education and training on the information and referral process, community resources, community needs and human service issues to United Way staff, community groups, agencies and other organizations. Make presentations on 2-1-1 Maryland at United Way of Central Maryland’s products and services at community and business events. Conduct 2-1-1 call listening sessions for key stakeholders. Participate on select committees as assigned to provide expert information on the health and human service system and community issues. Support campaign through public speaking as needed.
5% Develop and coordinate a special project which facilitates departmental objectives.
In order to be successful in this job, the Information and Referral Specialist must consistently demonstrate competency in:
Oral and written communication.
Knowledge of the human service delivery system.
Interpersonal skills: Must be able to treat clients with respect and courtesy and create an atmosphere of acceptance. Must develop and maintain effective working relationships with service providers.
Client service delivery skills, including the ability to:
- interview clients and assess needs using active listening skills;
- effectively use the computer to research resources;
- use good judgment, knowledge base and skills to refer to resources that best suit callers’ needs;
- employ problem solving techniques when appropriate; and
- exercise decision making and crisis intervention skills to manage emergency calls effectively.
Self-management: Must be able to make independent decisions on call handling and work independently on special projects.
Interacts with callers, walk-in clients, health and human service providers, other UWCM staff and volunteers and business representatives. Represents 2-1-1 Maryland at United Way of Central Maryland at community and business events.
QUALIFICATIONS AND REQUIREMENTS:
Requires Bachelor’s degree in Social Work, Human Services or related field, with at least one year of experience in a human service organization. AA degree and 3 years experience considered for substitution. Computer literacy required.
Abilities/Skills: Ability to express ideas clearly to individuals and groups in oral discussions. Ability to deliver information appropriate to target audience. Ability to communicate and empathize with individuals of diverse backgrounds. Ability to write in a manner that is clear, concise and grammatically correct. Ability to act as lead staff on special projects as needed.
PHYSICAL DEMANDS: (sitting, standing, lifting, etc)
The employee is primarily seated while performing the duties of the position. Occasional walking or standing and interaction with personnel located in other parts of the building is also necessary. The hands are regularly used to write, type, keypunch and handle or feel small controls and objects. The employee must frequently talk and listen. Weights of up to 25 pounds may occur (i.e. heavy files, computer reports, computer terminals or other regular office equipment.) Requirements may be modified to accommodate individuals with disabilities.
Interested candidates should send their resume along with your salary requirements to firstname.lastname@example.org. No phone calls, please! Visit www.uwcm.org to learn more about the difference UWCM is making.