Information and Referral Specialist (Part-Time

JOB TITLE:INFORMATION AND REFERRAL

SPECIALIST

REPORTING TO:MANAGER, CONTACT CENTER

DEPARTMENT:211 OC

POSITION:PART-TIME / NON-EXEMPT

Orange County United Way’s 2-1-1 Orange County (211OC) serves as the county’s comprehensive information and referral system, connecting residents to health, human, and social services 24/7. As a frontline member of the Contact Center team, the Information & Referral Specialist provides empathetic, client-centered support to individuals and families seeking assistance. This role is responsible for assessing needs, navigating resources, and empowering callers to access services that promote stability and well-being.

The ideal candidate is bilingual (English/Spanish), compassionate, detail-oriented, and thrives in a fast-paced, high-volume call center environment. They are skilled communicators who remain calm under pressure and are committed to delivering exceptional service to the community.

• Client Engagement &Support
  • Respond to inquiries via helpline, email, text, and outreach events, providing accurate information and referrals.
  • Conduct thorough screenings and assessments to identify client needs and eligibility for services.
  • Educate clients on available resources and empower them to make informed decisions.
  • De-escalate distressed callers and intervene in crisis situations, including abuse, domestic violence, and mental health emergencies.
  • Provide warm transfers to appropriate crisis response teams and emergency services.
• Resource Navigation &Advocacy
  • Develop expert-level knowledge of the 211OC resource database and management software.
  • Troubleshoot service gaps and collaborate with team members to identify alternative solutions.
  • Advocate on behalf of clients who face barriers or have been denied services.
  • Assist clients in problem-solving when no immediate services are available to meet their needs.
• Follow-Up & Impact Tracking
  • Conduct follow-ups with clients in critical situations to ensure they received needed assistance.
  • Provide additional support and referrals when initial services are insufficient.
  • Accurately document client interactions and service outcomes in the database.

• Assist with compiling monthly and bi-annual program reports.
• Technology & Systems Use
  • Utilize telephony, softphone, texting platforms, and administrative systems to manage client interactions.
  • Troubleshoot basic technical issues and support system functionality.
  • Use Language Line services to assist callers who speak languages other than English or Spanish.
• General Duties
  • Participate in outreach events and represent 211OC in the community.
  • Maintain confidentiality and adhere to organizational policies and procedures.
  • Perform other duties as assigned to support the success of the department and organization.

• High School Diploma required; BA/BS in Human Services or related field preferred.
• Minimum 1 year of experience working directly with individuals and families in crisis.
• Prior experience in information and referral services or human services preferred.
• Must be bilingual in English and Spanish (verbal and written).
• Strong communication and interpersonal skills.
• Ability to remain calm and professional in high-pressure situations.
• Excellent organizational skills and attention to detail.
• Proficiency in Microsoft Office and database systems.
• Commitment to equity, empathy, and client-centered service.

• Commensurate with experience, education, and market, $21-$23 per hour. Competitive benefits.

• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; respond to requests for service and assistance; meets commitments.
• Interpersonal Skills - Maintains confidentiality; listens to others without interrupting; keeps

emotions under control; remains open to others' ideas and tries new things.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification; responds well to questions; participates in meetings.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar;

able to read and interpret written information.

• Teamwork - Exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration, regardless of status or position; accepts responsibility for own actions; follows through on commitments.
• Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to speak effectively before groups of customers or employees of organization.

All employees, in performing their…