Lead the way at the United Way.  Be a part of the leadership team charged with changing our community for the better.  This position is a part of our expansion and emphasis on making a significant difference in the communities that we serve."

Position Title:

Working in a fast-paced call center environment, the I&R Associate is responsible to answer incoming telephone calls, assess the individual’s human service needs, and refer the caller to one or more service agencies.  Makes outbound call-backs and follow-up calls.  (Bi-lingual a plus).

Duties and Responsibilities:

1. In a call center environment, receive calls from individuals seeking information and assistance to solve their human service needs.  Interview callers to fully assess their situations, search the resource databases and other sources to determine what assistance may be available, and provide callers with agency contact information.  Advocate for callers when necessary by calling the agency directly.  Record detailed call information in computerized call transaction database.
2. Make assigned outbound calls.  For example: place initial calls to individuals who contact 2-1-1 by mail or email; return calls to individuals who leave voice mail messages; and make follow-up calls to selected individuals to measure the quality of service and the caller satisfaction.
3. When requested, represent the department in meetings, workshops, committees and conferences.  Collaborate with other I&R Associates and United Way staff on projects and special assignments.
4. Meet call volume and quality standards.  Prepare for and pass the professional certification exam (CIRS) offered by the national Alliance of Information and Referral Systems (AIRS).

Qualifications:

Education: High school diploma required, with some college coursework in communications or a health and human service field such as social work preferred.

Experience: Requires zero to three years of experience in an information and referral call center.  Prior health and human services experience would be a plus.

Skills: Must have excellent verbal communication and active listening skills.  Must be able to make accurate assessments from sensitive information provided by the telephone caller.  Good computer skills are required.  Must be able to perform searches and enter data while talking with the caller.  Foreign language skills would be a definite plus.

Please submit cover letter and resumes to:  resume@LiveUnitedSEM.org. No phone calls, please.