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The Senior ACE Specialist will skillfully and compassionately connect Marylanders facing eviction with legal help provided by partnering Legal Service Organizations (LSO) through the Access to Council in Eviction Coordinated Intake System (ACE/CIS). Additionally, they will offer tenants non-legal forms of support such as information for health and human service needs and other community resources.  This position will also provide training, staff scheduling, public education on health and human service issues focusing on the eviction process, community resources and the services of 211 Maryland United Way Helpline at United Way of Central Maryland.



·       Provide skilled information and referral services in response to requests for help with access to counsel in evictions, primarily by phone. Interview callers and assess service needs using the principles of active listening. Use the computer to conduct a detailed intake and identify appropriate cases to refer to a participating LSO. Determine eligibility requirements and availability of services. Assist clients with problem solving. Recognize and respond appropriately to people in crisis. Maintain accurate records of each contact with client.

·       Provide education and training on the information and referral process, community resources, community needs and human service issues to United Way staff and/or direct reports, 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.

·       Conduct follow-up on callers who successfully completed the eviction court process through ACE/CIS 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.

·       Coach and evaluate Ace Specialist staff as assigned. Monitor call handling, review caller records, and provide feedback to all direct reports. With the assistance of the 211 Assistant Director, train new staff and coordinate ongoing internal and external training for staff. Approve timesheets and leave requests for direct reports.

·       Be available to commit to at least one evening shift weekly



·       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



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



·       BA in social work, counseling, or other human services field with 1+ years’ experience. Could be substituted with AA and 6+ years’ experience.

·       Experience in housing or rent court a plus

·       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. 


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