Community Resource Specialist I - Bilingual

About the role

The Community Resource Specialist I is responsible for responding to individuals in need of assistance through multiple channels of communication. This role connects individuals and families with essential community services, including housing, healthcare, employment, and food assistance. Responsibilities include client assessment, resource coordination, and outreach.

Responsibilities

• Answers phone calls, email, chat and text, demonstrating strong customer focus with all users of the service.
• 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 provide 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 211 database for resources and appropriately refer clients.
• Identifies requests for resources that are not available in our database and inform a member of the Data Management team.
• Maintains an acceptable level of call handling and customer service performance as described by the 211 training standards.
• Handles all Spanish contacts which come into the contact center.
• Completes all training for new programs and services related to 211 and provide 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.
• Maintains accurate and organized data entry and file management to ensure the integrity and accessibility of information across systems.

Requirements

• 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 required for communication with supervisors, co-workers, clients and customers.
• Both oral and written fluency in Spanish.

Qualifications

• High school diploma or GED required.
• Associate's degree (preferred) from two-year College or University and/or one to two years related experience and/or training in Social Services or Human Services.

Skills

• Strong customer focus.
• Active listening skills.
• Resource coordination.
• Outreach abilities.
• Spanish language proficiency.

Benefits

N/A

Pay

Commensurate with experience

Schedule

Full-time, Non-Exempt