WV Community Resources Specialist​/Administrative Assistant

POSITION OVERVIEW

211 is a three‑digit phone number that connects callers with free and confidential information and referral services. The 211 CRS provides services to individuals in Harrison and Doddridge Counties of Northcentral WV and provides office support for the United Way. Key responsibilities include answering calls, texts, chats, and emails to assist individuals and professionals in accessing and navigating community resources through the 211 Call Center.

The CRS is the direct liaison with people seeking information and help. It is the responsibility of the CRS to work with those in need of assistance to ensure that they receive prompt and accurate information regarding services. In addition to helping callers, the community resource specialist works with community agencies to support and enhance the resources of the 211 database.

The flow of the day is dependent on the number of inquiries for information of referrals. Some days are busier than others, and the CRS should be comfortable with prioritizing tasks between inquiries, such as completing database record management, follow‑ups, or other supportive tasks. This position works at a local office in Clarksburg, WV.

The CRS is trained by the statewide program office to respond to inquiries and to maintain the 211 database.

• Provide high-quality and accurate information and referral services to individuals via telephone, Internet, and text/SMS.
• Build rapport and maintain a conversational tone while establishing professional dialogue, assess caller needs, understand, eligibility, and identify appropriate resources in the local community while providing enough information about each organization to help individuals make an informed choice.
• Demonstrate sensitivity and empathy regarding human service issues. Project a non‑judgmental attitude towards people with diverse backgrounds and situations.
• Adhere to uniform data standards for gathering and documenting client contact to ensure adequate representation of caller needs and referrals provided.
• Support of 24/7 disaster response during times of activation.
• Respond to inquiries via phone, chat, text, and email on a scheduled basis.
• Assess callers’ needs and provide relevant social service referrals using an online database.
• Conduct follow‑up calls to evaluate the effectiveness of referrals.
• Advocate for callers facing barriers to accessing services.
• Provide crisis intervention as per established protocols.
• Document all client interactions, including demographics and unmet needs.
• Maintain knowledge of local health and human service providers to assist callers effectively.
• Attend staff meetings, training, and in‑services as required by the 211 Program Director.
• Complete ongoing training to stay updated on the processes and systems.
• Work extended hours as needed for disaster management.
• Participate in statewide committees related to 211.
• Support local and statewide initiatives and grant‑funded activities associated with 211 United Way of Harrison and Doddridge Counties

• Assistance management of agency information in 211 database. All agencies and programs must be updated and verified on an annual basis.
• Respond to agencies, inquiries, and assist agencies in updating their information via phone, mail, websites, and in person.
• Support the maintenance of the 211 database and assist with quality assurance processes.
• Perform ongoing outreach to area organizations to maintain awareness and understanding of services provided, eligibility, criteria, service area, etc.
• Represent 211 at external meetings, presentations, and other events to gain knowledge of resources, establish, build relationships, and promote awareness, and utilization of 211.

• Support community outreach initiatives by visiting partner agencies, attending community meetings and events, and delivering presentations to professional and community groups.
• Contribute to the preparation of monthly, quarterly, and annual reports on 211 call data, including call handling metrics.

• General office duties (e.g. pick up mail,…