Community Resource Specialist - Bilingual

• Location 1229 MILLWORK AVE STE 402,Omaha, NE, ,United States
• Base Pay $18.50 - $18.50 / Hour
• Job Category Call Center, Customer Service
• Employee Type FT Non-Exempt
• Required Degree High school

• Email jphippen

Organization: United Way of the Midlands

Job Title:
Community Resource Specialist I
- Bilingual

Department: 211, Programs

FLSA Status: Part-time/hourly
- Multiple shifts

Location: Omaha, NE

NOTE:

Afternoon and evening hours. This position is also a Hybrid with the potential to work from home in the evening and weekends.

Since 1923, United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business, government and not-for-profit sectors and raising money to support our community’s most impactful health and human service programs. UWM’s funded programs and direct services – including JAG Nebraska, 211 and the Weatherization Assistance Program – focus on four key areas to improve health and well-being for all, build financial stability and strength, help young people realize their full potential and address urgent needs today to advance a better tomorrow.

At United Way, we are committed to fostering integrity, inclusion, and responsibility across our work where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table.

United Way of the Midlands UNITES our community’s CARING SPIRIT to build a STRONGER tomorrow.

At United Way of the Midlands, we…

• Build TRUST in everything we do.
• Extend GRACE by thinking beyond ourselves.
• Show GRIT by bringing it every day.
• Be OPEN to embracing others’ differences.
• Actively ENGAGE by listening and sharing.
• Live CURIOUSLY to learn constantly.

The Community Resource Specialist I is responsible for responding to individuals inneed of assistance through multiple channels of communication. The Community Resource Specialist I connects individuals and families with essential community services, including housing, healthcare, employment, and food assistance. This role involves client assessment, resource coordination, and outreach, ensuring timely and effective support while maintaining strong relationships with service providers and community partners.

• Answers phone calls, email, chat and text, demonstrating strong customer focus with all users of the service; ability to work with diverse populations within the context of developing the cultural competency needed, to provide appropriate resources to inquirers.
• Maintains a nonjudgmental attitude when speaking with clients, displaying sensitivity to all cultural backgrounds.
• Identifies and reflects the feelings of callers in crisis.
• Assesses the clients’ needs or situation using pertinent questions and the principles of active listening.
• Advocates for clients when appropriate.
• Requests statistical and demographic information related to our clients to assist in the determination and tracking of unmet needs in the community.
• Records clients' information into the call center database and provide referrals to the appropriate resources as needed.
• Places outbound calls to follow-up with a percentage of our clients to determine if their needs were met.
• Completes assessments for clients in high-risk situations.
• Accesses the 211 database for resources and appropriately refer clients.
• Identifies requests for resources that are not available in our database and inform a member of the Data Management team.
• Maintains an acceptable level of call handling and customer service performance as described by the 211 training standards.
• Handles all Spanish contacts which come into the contact center.
• Completes all training…