POSITION SUMMARY STATEMENT:

The Senior ACE Specialist will skillfully and compassionately connect Marylanders with health and human service assistance to link people seeking help to available community resources, focusing on cases related to evictions, housing stability, and access to housing-related legal counsel.  This position will also provide training, staff scheduling, public education on health and human service issues, community resources and the services of 211 Maryland United Way Helpline at United Way of Central Maryland. The Sr. ACE Specialist will provide supervision to Ace Specialists on the team.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide skilled information and referral services in response to requests for help, primarily by phone. Interview callers and assess ACE eligibility and needs using the principles of active listening. Use the computer and CIP software program to identify appropriate legal resources and provide information on eligibility requirements and availability of services. Assist clients with problem solving. Recognize and respond appropriately to people in crisis. Maintain accurate records on each contact with client.

  • Monitor call handling, review caller records and provide feedback to direct reports. Supervise and Train new staff, interns and coordinate ongoing internal and external training for staff.  Primary support for the evening ACE Specialists.

  • Provide education and training on the information and referral process, community resources, community needs and human service issues to direct reports, United Way staff, community groups, agencies, and other organizations. Make presentations on 211 Maryland at United Way of Central Maryland’s products and services at community and business events. Conduct 211 call listening sessions for key stakeholders. Participate on select committees as assigned to provide expert information on the health and human service system and community issues. Support campaign through public speaking as needed.

  • Conduct follow-up on callers per 211 MD at United Way of Central Maryland’s policy. Engage in special campaigns that are relevant and consistently changing in the way that we work
  • Develop and coordinate special projects that facilitate departmental objectives.

  • Assists the Assistant Director with staff scheduling and training. 

     

ACCOUNTABILITY:

  • Is enthusiastic and has a positive attitude toward helping others 

  • Experience working on a diverse team, and with diverse constituencies.

  • Maintains excellent interpersonal and communication skills, including the ability to work as part of a team

  • Flexibility in an ever-changing service delivery landscape.

  • Ability to work independently and collaboratively in a fast-paced and complex work environment.

  • Establishes and maintains supportive, professional relationships with UWCM staff and volunteers; effectively represents UWCM in the community; develops contacts in the community with civic organizations, non-profit and governmental agencies

  • Maintains connections and network within the community to form and maintain effective partnerships in the community 

  • Displays cultural competence

     

INTERACTION:

Interface with callers, 211 Maryland United Way Helpline staff, volunteer/interns, United Way staff, nonprofit community, and public audiences. 

 

QUALIFICATIONS AND REQUIREMENTS:

  • BA in social work, counseling, or other human services field with 3+ years’ experience. Could be substituted with AA and 4+ years’ experience. Advanced human service degree/licensure and AIRS certified, preferred.

  • Special experience in the Housing field, preferably with programs related to eviction prevention, rental assistance, housing stability services, affordable housing advocacy, or related programs and activites.

  • Strong written and oral communication.

  • Flexible and ability to work remotely with little supervision.

  • Preferred experience includes Bilingual English/Spanish and crisis intervention skills.

 

PHYSICAL DEMANDS: (sitting, standing, lifting, etc):

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regular walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The employee must frequently talk and hear.  Weights of up to 25 pounds are occasionally lifted.  There is extensive use of a computer.  Employee is primarily seated while performing the duties of the position. 

 

TO APPLY

Interested candidates should submit a cover letter and resume via email to:

United Way of Central Maryland 
Attention: Human Resources
1800 Washington Boulevard, Suite 340 
Baltimore, MD 21230 
Email: hrrecruiting@uwcm.org