Senior Community Resource Specialist 

POSITION SUMMARY STATEMENT:

The Senior Community Resource Specialist will skillfully and compassionately connect Marylanders with health and human service assistance to link persons seeking help to available community resources.   This position will also provide training, supervision, public education on health and human service issues, community resources and the services of 211 Maryland United Way Helpline.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide skilled information and referral services in response to requests for help, primarily by phone. Interview callers and assess service needs using the principles of active listening. Identify appropriate resources and provide information on eligibility requirements and availability of services through an electronic database. Assist clients with problem solving. Recognize and respond appropriately to people in crisis. Maintain accurate records on 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, 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 UWCM external campaigns 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 and projects that are relevant and consistently changing in the way that we work.
• Develop and coordinate special projects that facilitate departmental objectives.
• Supervise, Coach, mentor, monitor, and evaluate 211 staff including: community resource specialist and others as assigned. 
• Monitor call handling, review call records and provide feedback to direct reports. 
• Train new staff and interns, to include field supervision to Bachelor’s and Master’s level interns as appropriate and coordinate ongoing internal training for staff. 
• Work with the 211 Senior Director, and 211 Director to help drive 211 Maryland United Way Helpline’s evolution with the goal of making 211 the premier help line for customer service and results.
• Support the 211 Director with coordinating seasonal programs, such as holiday assistance. 
• Supporting 211 Director with day-to-day operations of the 211 Maryland United Way Helpline.
• Provide guidance and direction to all direct reports and other CRS staff as needed.
• Perform other duties as assigned.

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. Can work with people from diverse backgrounds. Maintains excellent interpersonal, communication, and emotional intelligence skills, including the ability to work as part of a team. 

QUALIFICATIONS AND REQUIREMENTS:

• BA in social work, counseling, or other human services field with 3+ years’ experience. Could be substituted with AA and 5+ years’ experience. Advanced human service degree/licensure and Inform USA certified, preferred. Must complete Inform USA certification within two years of hire.
• Strong written and oral communication.
• Flexible and ability to work remotely with little supervision.
• Exhibits leadership, teamwork, and initiative.
• 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. 

ONBOARDING REQUIREMENTS:

In addition to staff orientation, must complete orientation to 211 Maryland procedures, protocols and training.

TO APPLY:

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

[email protected]

United Way of Central Maryland 
Attention: Human Resources
1800 Washington Boulevard, Suite 340 
Baltimore, MD 21230