Call Specialist, Full-Time

ABOUT US

United Way of San Antonio and Bexar County unites the community to identify and solve our most critical issues. We are dedicated to improving peoples lives and creating community-level change. Our work includes leading cross-sector collaborations advocating for public policy changes and investing in programs that prevent problems from happening in the first place for those in need. Improving quality of life and advancing the greater good involves focusing in four impact areas: preparing children for kindergarten; empowering students to graduate and reach their full potential; helping individuals and families become self-sufficient; providing a safety net of services for those in crisis.

BENEFITS

• Employer-subsidized healthcare plan with employer-funded HRA offered.
• Group dental vision life insurance and other insurance products available.
• Paid holidays personal and sick leave time.
• 403(b) retirement plan with employer matching available.

JOB SUMMARY

The 2-1-1 Call Specialist provides high-quality compassionate assistance to individuals and families seeking help with essential needs such as food housing healthcare financial assistance and other community resources. This role is responsible for answering incoming calls conducting thorough assessments identifying the callers underlying needs and providing accurate referrals using the 2-1-1 resource database.

This position supports a 24/7 operation and applicants must be available to work evenings weekends and holidays as needed.

PRIMARY DUTIES AND RESPONSIBILITES

Direct Information & Referral (I&R) Service Provision

• Deliver exceptional customer service as the first point of contact for United Way of San Antonio & Bexar Countys 2-1-1 providing comprehensive Information & Referral (I&R) and crisis intervention services as needed.
• Offer accurate thorough and appropriate referrals information and intervention services that effectively address each callers identified needs.
• Establish clear respectful and empathetic communication using active listening and trauma-informed techniques in a non-judgmental manner.
• Conduct accurate assessments to identify underlying needs and engage in collaborative problem-solving with callers to develop realistic action plans without offering personal opinions or advice.
• Provide follow-up and advocacy services when necessary to ensure continuity of care and support for community members.
• Protect client confidentiality at all times and adhere to all agency program and 2-1-1 network privacy guidelines.
• Demonstrate professionalism patience and skill while handling difficult or emotionally charged calls using approved de-escalation and engagement techniques.
• Use technology platformsincluding Cisco VOIP systems and live chat toolsto interact with clients and deliver services effectively.
• Uphold and model the UWSA mission values and Code of Ethics in all interactions with callers colleagues and community partners.

Crisis Intervention Services

• Provide crisis intervention by helping callers move from a heightened emotional state to a more cognitive solution-focused state and create safety plans as appropriate.
• Deliver crisis intervention services by phone in person and at community outreach events as required.

Service Utilization Documentation

• Conduct accurate and complete interviews and enter all required data into I&R software systems maintaining a minimum accuracy/completion rate of 95%.
• Ensure records reflect a clear assessment actions taken referrals provided and follow-up as appropriate supporting consistency accuracy and data integrity.

EDUCATION AND EXPERIENCE

• Bachelors Degree Preferred however in lieu of a degree.
• A minimum of four (4) years work experience in a related field and a High School Diploma or GED Certificate; OR
• A minimum of two (2) years if call center experience delivering social services and a High School Diploma or GED Certificate.
• Ability to work effectively under stress while maintaining productivity professionalism and composure.
• Comfortable working in a fast-paced high-volume environment.
• Demonstrates flexibility and the ability to adapt quickly to changing situations priorities and call demands.
• Strong judgment problem-solving skills and assessment techniques used to evaluate caller needs and determine appropriate referrals.

KNOWLEDGE SKILLS & ABILITIES INFORMATION

• Maintains a professional courteous and service-oriented demeanor in all interactions.
• Self-motivated resourceful and able to generate creative solutions to challenges.
• Works effectively under stress while maintaining productivity accuracy and composure.
• Comfortable operating in a fast-paced high-volume environment.
• Demonstrates flexibility and readily adapts to shifting priorities processes and caller needs.
• Exercises strong judgment assessment skills and sound decision-making.
• Proven ability to independently analyze situations solve problems and make decisions within established guidelines.
• Excellent verbal and written communication skills with the ability to convey information clearly and professionally.
• Strong attention to detail and the ability to multitask without compromising accuracy or service quality.
• Proficient in the Microsoft Office Suite (Word Excel Outlook Teams).
• Experience with Adobe Creative Cloud products preferred.

UNITED WAY COMPETENCIES

Core Competencies (all United Way Professionals):

Mission Focused Relationship Oriented Collaborator Results Driven Brand Steward

WORK ENVIRONMENT

• Normal nonprofit office environment with little exposure to dust noise and extreme temperatures.
• Extended work on personal computing equipment telephone multi-functioning printer and calculator.
• Reliable transportation required with the ability to travel to and from meetings training sessions or other business-related events locally routinely and around the state and nationally occasionally.
• Monday-Friday 8:15 am to 4:45 pm work week with occasional evening and weekend hours.

PHYSICAL DEMANDS

• Sedentary work on a PC; sitting for extended periods of time routinely.
• Movement within the office and during external meetings and events regularly.
• Bends stoops and twists occasionally.
• Exerts up to 25 lbs. of force occasionally.
• Facilitates presents and collaboratively interacts with others routinely.
• Perform repetitive tasks i.e. typing and texting routinely.

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed. The contents of this job description may change as deemed necessary by United Way of San Antonio and Bexar County.

APPLY

To submit your application visit WILL NOT be accepted via email.

United Way of San Antonio and Bexar County is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information.

United Way of San Antonio and Bexar County is committed to the full inclusion of all qualified individuals. As part of this commitment UWSA will ensure that persons with disabilities are provided reasonable accommodations if reasonable accommodation is needed to participate in the job application interview process or to perform essential job functions and/or to receive other benefits and privileges of employment.

United Way of San Antonio and Bexar County 700 South Alamo St. San Antonio TX 78205