Resource Specialist

Overview

Job Description
Position

Description:

United Way 211 Resource Specialist

Reports to:

United Way 211 Director
Salary Range: $40,000 - $43,000 DOE
Status:
Full time, Non-Exempt

United Way of Lee, Hendry, Glades and (UWLHG) is a volunteer driven organization dedicated to improving the quality of life for all people in our community. This is accomplished through fundraising, fund distribution (90+ partners), community building, volunteer advancement, and information and referral. UWLHG is a $16 million nonprofit social services organization, with 75+ employees in four locations with the main campus being located at 7273 Concourse Drive, Fort Myers, FL.

The majority of funding is from private donations although UWLHG also receives local, state, and federal grants.

The Community Resource Specialist is the direct liaison with people seeking information and help from health and human service programs. It is the responsibility of the Resource Specialist to work with those in crisis and in need of services to ensure that they receive prompt and accurate information regarding human services. This communication will require problem solving and follow-up services. This position will be cross-trained to facilitate 988 (formerly known as the Suicide Hotline) and Mission United (veteran-focused) calls and will also be required to complete associated certifications within three months of being eligible (Inform USA certified as well as additional 988-related trainings).

• Provides high quality Information and Referral Services to both individuals and agencies.
• Assists clients and agencies with problem solving to arrive at helpful solutions. Types of calls will include basic needs, mental health (possible suicide threats), homelessness and medical requests.
• Assist/screens clients applying for various programs including Affordable Healthcare, Help Me Grow, Mission United, VITA (Volunteer Income Tax Assistance), Medicaid, and Food Stamps.
• Conducts comprehensive needs and service assessments via telephone, email or Text/Chat.
• Maintains the highest level of confidentiality of client information.
• Accurately documents client assessments and referrals in program data system.
• Assists with the data management and quality assurance process of United Way 2-1-1 by:
  • Surveying agencies in the 2-1-1 database at regular intervals, at least annually.
  • Updating existing agency and program profiles after reported changes have been verified in a timely manner upon receipt of submissions.
  • Conducting interviews, as needed, with appropriate agency contacts, asking clarifying questions in a concise manner, and remaining courteous and professional throughout the process.
  • Maintaining an audit trail for each organization that shows number of attempts to update, who completed the updates and when updates were successfully completed.
• Actively participates in ongoing supervision, training and team meetings as needed.
• May represent United Way 211 by participating in community meetings either in person or by electronic means.
• Contributes to the overall success of United Way by performing other essential duties and responsibilities as assigned.
• Emergency Response – all employees will be required to work before, during, or after an Emergency as needed. During an Emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens.

• Four-year degree preferred or two-year degree with equivalent experience. At least 4 years of direct experience may be substituted for education as appropriate.
• Strong organizational skills, critical thinking, and problem-solving abilities.
• Effective communication skills, including when communicating with individuals experiencing crisis. This includes written, verbal, and interpersonal communication.
• Ability to work independently, as well as in a team-oriented environment.
• Ability to handle multiple responsibilities in stressful situations.
• Ability to establish and maintain positive and diverse working relationships.
• Profic…