Community Resource Specialist, 211 (Full Time)

Website United Way of Rhode Island

Job Title: Community Resource Specialist, 211

Starting Salary: $18.60/hour
Schedule – Sunday; Wednesday – Saturday – 8 am – 4:30 pm
Bi-lingual Preferred


At a Glance:

Business Unit:
Community Impact and Equity
Home Department:
Worker Category:
F- Full-Time
FLSA Code:
EEOC Job Classification:
Administrative Support Worker
Standard Hours:
Pay Grade:
Granted Funded Date:


Summary: Community Resource Specialist is responsible for providing appropriate information and referrals to the Rhode Island Community. Methods can include by phone, through chat and text service and in-person.

Duties and Responsibilities:

Call Center

Answer 2-1-1 calls, providing information and referral as appropriate
Provide follow-up to a minimum of 15% of received calls
Assist with updating information that is learned in the community
Provide information and referral to 2-1-1 clients through text messaging and chat platforms
Provide in-person information and referral to walk-in 2-1-1 clients
Data entry of all calls received into internal data software
Retrieve and return voicemails within call center queues within one business day
Provide direct referrals to 2-1-1 programs, including Benefits Enrollment Center and Medicare/Medicaid Enrollment Program
Assist with housing recertification applications
Provide information and referral to callers on Gambler’s Helpline

Receive AIRS certification within first year of employment
Disaster Work

Provide coverage of UW2-1-1RI phones, responding to requests for information and referral during emergencies declared by UW2-1-1RI management staff when appropriate
External Relations

Provide outreach and education at various events across the state
Attend community meetings as needed
Knowledge, Skills, and Abilities:

Bachelor’s degree preferred
1-3 years experience in Human Services
Experience in a helpline/call center environment is a plus
Experience working with Microsoft Office and other databases
Strong attention to detail
Strong written and verbal communication skills
Muat be available nights, weekends, and holidays (if needed)
Core Values:

demonstrate integrity by being accountable for actions, keeping commitments, and speaking honestly and truthfully with others
demonstrate an enthusiasm for professional development acquiring new skills and knowledge to enhance role
demonstrate a commitment to individual and team-based assignments
demonstrate quality assurance by producing accurate and thorough work
demonstrate interpersonal skills in dealing with others
demonstrate valuing the diversity of others’ opinions and experiences
demonstrate sound reasoning and good common sense
demonstrate the ability to meet and exceed customer expectations
demonstrate active participation in departmental, team, and full-staff meetings

This job description is intended to convey the essential functions of this position and it is not intended to be an exhaustive list of skills, duties, responsibilities or working conditions associated with the position.

To apply for this job email your details to