Job Title               2-1-1 Specialist

Reporting To:      Assistant Director, 2-1-1

Department:        Strategic Impact & Community Engagement

FLSA:                        Non-Exempt

Core Values: Passion Dive in – Create enthusiasm and inspire others.

                     Authentic Be Real – Keep it honest and set the example.

                     Collaboration Live United Work together and mobilize for change.

                     Empowerment Own it – Be courageous and make it happen.

 Overall Purpose of this Role: Answer inbound crisis and social service referral contacts via phone, text, chat and email.  Provide individuals with crisis de-escalation, problem solving, brief assessment and appropriate social service referrals.  All client and resource information will be recorded accurately in the appropriate contact center database.

Key Accountabilities:

·        Have access to a private, secure and stable internet connection

·        Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume.

·        Answer chats, texts and emails using correct spelling grammar, and professional language, paying close attention to the inclusion of feeling reflections.

·        Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.

·        Identify and reflect the feelings of all contacts.

·        Assess contact’s needs or situation using pertinent questions and the principles of active listening.

·        Provide appropriate screenings for specialized programs or appointment setting.

·        Advocate for clients when appropriate.

·        Complete assessments for clients in high risk situations.

·        Access multiple 2-1-1 databases for resources and appropriately refer contacts.

·        Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.

·        Maintain accurate data collection on all contacts in the appropriate database.

·        Maintain acceptable level of contact handling and customer service performance as described by 2-1-1 training standards.  This includes handling multiple chats, texts and emails simultaneously.

·        Complete all training for new programs and services related to 2-1-1 and providing feedback as needed.

·        Actively participate in committees, teams and task forces as needed.

·        Ability to work alternative schedules.

·        Perform other duties as assigned including, but not limited to, working alternative shifts and/or schedules.

 Functional Competencies/Accountabilities:

Attributes & Behaviors:

·        Mission Focused: Create real social change that leads to better lives and healthier communities.

·        Relationship-Oriented: cultivate and manage relationships toward a common goal.

·        Collaborator: Understand the roles and contributions of all sectors of the community and can mobilize resources through meaningful engagement.

·        Results-Driven: dedicated to shared and measurable goals for the common good; creating resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.

·        Brand-Steward: Steward of the brand and understands the role in growing and protecting the reputation and results of the greater network.


·  High school diploma/GED required, Bachelor’s degree in social work, sociology or related field preferred.  Equivalent combination of education and experience will be considered.

·        Ability to effectively assess client needs and show sensitivity to issues presented by contacts.

·        Ability to communicate orally and in writing.

·        Ability to work in a high paced contact center.

·        One year experience in contact center, crisis hotline or information and referral service preferred.

·        Ability to work in multiple client management databases.

·        Bilingual English - Spanish Speaking Preferred.

·        Ability to type 35 WPM required.

·  Experience with Microsoft Office products such as Outlook, required.  Access or other relational database experience, helpful.

·        Demonstrated knowledge of health and human services desired.

·        AIRS or AAS certification preferred.

This position has been filled. Would you like to see our other open positions?