Under general supervision, the Community Resource Specialist is responsible for updating, maintaining, and ensuring the quality of community resource information contained in the 211 Resource Database. This role will provide information and support to the information and referral service of the 211 Texas/United Way HELPLINE operation by gathering data, building relationships, and completing biannual verification requests for all agencies in the database. Works collaboratively with the team to ensure accuracy, consistency, integrity and timeliness of the data input into the database. The incumbent will support and participate in the ongoing evaluation of data management practices and recommend system enhancements. This position requires scheduled time on the phones and back-up support as a Helpline Specialist. This includes responsibility for listening, problem assessment, information, referral, and documentation for all contacts. Maintains current knowledge of and follows both the standards of Inform USA and the Style Guide of the Texas Information and Referral Network (TIRN).
PRINCIPAL DUTIES AND RESPONSIBILITIES:- Primary responsibilities are to gather, update and enter data for new and existing community resources. Ensures records are verified at least twice each year, conducting follow-up as needed utilizing all available resources to ensure complete and accurate input of data. Ensures appropriate and accurate coding for taxonomy according to Inform USA standards.
- Responds to all requests for changes or other requests about the data from Helpline Specialists. Researches and enters disaster-related information related to community disasters.
- Answers calls for the Helpline and provides back-up support for other Helpline Specialists as needed.
- Represents United Way and 211 at relevant professional organizations and resource fairs, such as the Interagency Information and Referral Services meeting, to increase awareness about 211 Texas/United Way HELPLINE, learn about new services to add to the database and to meet representatives of current agencies for updates on their information in the database. May perform other duties as assigned by supervisor.
Bachelor’s degree in data management or a related field from an accredited institution. Knowledge of human service delivery and terminology, as well as knowledge of the 211 LA County Taxonomy of Human Services or other human services classification systems, is preferred. In absence of a bachelor’s degree, must possess one of the following requirements:
- A minimum of four (4) years of work experience in a related field and a High School Diploma or GED certificate.
- A minimum of two (2) years of data management or social service delivery and a High School Diploma or GED certificate.
- Must be proficient in the use of databases, database-generated reports, and demonstrate the ability to use the Microsoft Office suite
- Demonstrated knowledge of community resources
- Demonstrated strong customer service orientation
- Demonstrated success in handling confidential information
- Fosters a workable, effective and productive relationship with other staff, administration, agency and community personnel and volunteers
Certified Resource Specialist – Data Curator (CRS-DC) preferred or must take exam as soon as eligible.
Skills Required
- Bachelor's degree in data management or related field, OR four years related work experience with High School diploma/GED, OR two years data management/social service delivery with High School diploma/GED.
- Proficiency with databases, database-generated reports, and Microsoft Office suite.
- Demonstrated knowledge of community resources and human service delivery terminology.
- Strong customer service orientation and experience handling confidential information.
- Ability to answer helpline calls, perform problem assessment, provide information/referral, and document contacts.
- Knowledge of the 211 LA County Taxonomy of Human Services or other human services classification systems.
- Certified Resource Specialist - Data Curator (CRS-DC) or willingness to take exam as soon as eligible.
What We Do
United Way of Greater Houston is a nonprofit organization dedicated to creating opportunities for individuals and families to prosper. It works to improve lives and build a stronger community by providing a safety net of life-saving services for basic needs like food and shelter, while offering tools, resources, and education to help neighbors achieve long-term financial stability and self-sufficiency.
