Information and Referral Specialists are the heart of the 2-1-1 Texas/United Way HELPLINE. They are responsible for delivering quality, professional information, referrals and consultation on health and human services to individuals in need of assistance. Performs tasks related to information and referral projects. May require working with internal and external partners on special projects and studies and follow-up with callers from targeted populations to monitor service delivery and advocate for client. Meticulous documentation for internal and external records required.
PRINCIPAL DUTIES AND RESPONSIBILITIES:-
Receives incoming 211 Texas/United Way HELPLINE English and/or other language calls/ emails/texts/chats, assesses clients’ needs and makes appropriate referrals to social service agencies, programs and services. Performs follow-up with targeted callers regarding referrals and services. Keeps up-to-date, accurate records on all calls, advocacy efforts and community activities, according to established protocols.
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Stays informed on social issues, programs, and changes in services. Attends staff meetings, conferences and workshops in order to upgrade professional skills. Identifies and works with key staff at community organizations to assure delivery of services to clients. Performs community resource outreach and service coordination/collaboration with targeted community, regional and state-wide health and human service programs.
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Participates on select task forces and committees. Performs other duties as assigned including participation in center tours and outreach.
Associate degree or better in social work, sociology, psychology, or related field from an accredited institution plus one (1) year of experience in a social service role. In the absence of a degree, must possess a high school diploma or GED plus a minimum of two (2) years' call center or social service delivery experience.
EXPERIENCE1-2 years: Experience providing social services within the Greater Houston community. Must have excellent problem-solving, critical thinking, and service delivery skills. The ability to communicate verbally and in writing is required. Proficient in using computer systems to handle incoming contacts and perform job-related tasks.
LICENSES & CERTIFICATIONSPreferred: Certified Resource Spec
Skills Required
- Associate degree in social work, sociology, psychology, or related field plus one (1) year social service experience
- OR high school diploma/GED plus a minimum of two (2) years call center or social service delivery experience
- 1-2 years experience providing social services within the Greater Houston community
- Experience handling incoming calls/emails/texts/chats and using computer systems to log contacts and referrals
- Excellent verbal and written communication skills
- Strong problem-solving, critical thinking, and client service delivery skills
- Meticulous documentation and record-keeping skills
- Community outreach and service coordination experience or willingness to perform outreach
- Certified Resource Specialist
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.
