Bi-Lingual Community Resource Specialist, 211 at United Way of Rhode Island

Job Title: Bi-Lingual Community Resource Specialist, 211 and ADRC

Salary Range: $36,274.33 - $46,314.04

About United Way of Rhode Island:  

Our vision is a Rhode Island where every individual in each community has an equal opportunity for justice and prosperity. Since our inception in 1926, the United Way of Rhode Island has effectively moved people from crisis to stability while working to shore up the systems that provide support across the community. We are uniquely equipped to effectively harness resources from government, corporations, nonprofits, and individuals to address the many significant crises affecting all of us. 

To deliver on our goals we must go "deep, rather than wide," with investments and partners to target the root causes that have thwarted Rhode Island's ability to thrive. We serve all Rhode Islanders in need by tackling Rhode Island's great challenges. 

Learn more about United Way of Rhode Island at https://www.unitedwayri.org/.

Summary: This is a position split between 211 and the Aging and Disability Resource Center focusing on providing bi-lingual support to Rhode Island community members. The 211 Community Resource Specialist is responsible for providing appropriate information, referrals and application assistance by phone, chat, text and in-person. The Aging and Disability Resource Center is a centrally operated, coordinated system of information, referral and options counseling for all persons seeking long term services and support that enhances individual choice, fosters informed decision-making, minimizes confusion, and promotes the State’s long-term system rebalancing goals. The ADRC Community Resource Specialist is responsible for initiating client intake and screening, and providing appropriate information and referral over the phone to Rhode Islanders. 

Duties and Responsibilities for 2-1-1:

• Answer 2-1-1 calls, providing information and referrals as appropriate
• Provide follow-up to a minimum of 10% of received calls
• Assist with updating information that is learned in the community
• Provide information and referrals to 2-1-1 clients through text messaging and chat platforms and in-person information and referrals to walk-in 2-1-1 clients
• Data entry of all interactions received into internal data software
• Retrieve and return voicemails within one business day
• Provide direct referrals to 2-1-1 programs, Community Services and other United Way of Rhode Island programs
• Assist with various community benefit applications
• Provide information and referrals to callers on Gambler’s Helpline
• Attend and participate in ongoing training
• Assist with training of new staff

Duties and Responsibilities for ADRC:

• Answer ADRC calls, providing information, referral and assistance as appropriate
• Coordinate and schedule appropriate appointment with appropriate counselor
• Initiate client intake through appropriate assessment of the client’s needs
• Pre-screen client for program eligibility
• Data entry of all services provided into internal database
• Retrieve and return voicemails within one business day
• Provide direct referrals to ADRC programs, Community Services and other United Way of Rhode Island Programs
• Attend and participate in ongoing training and assist with the training of new staff

Certification 

• Receive Inform USA certification after first year of employment or once qualifications have been meet
• EOHHS curriculum on Long Term Services and Support (LTSS)

Disaster Work

• During emergencies declared by UWRI 211 management staff, provide coverage of 211 phones, responding to requests for information and referral when appropriate

External Relations

• Provide outreach and education at various events across the state
• Attend community meeting as needed

Equity Growth Plan:

• Develop and implement a personalized, individual equity growth plan.   
• Participate in annual equity training. 
• Support UWRI initiatives (e.g., Equity Challenge) and participate/ agency groups (e.g., Heritage and Professionals, Employee Resource Groups (ERGs) and Culture, Equity and Strengths Committee (CES).  
• Participate in community, state or national (e.g., United Way Worldwide) equity growth opportunities.

Knowledge, Skills, and Abilities 

• 1-3 years of experience in Human Services
• Bi-Lingual is required. Spanish and/or Portuguese is preferred.
• Experience in a helpline/call center environment is a plus
• Experience working with Microsoft Office and databases
• Strong written and verbal communication skills and a strong attention to detail
• Availability to work nights, weekends, and holidays, if needed
• This is an in-office position 

Disclaimer: 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. 

United Way of Rhode Island is committed to creating an inclusive workplace and actively seeks out qualified individuals, including veterans and people with disabilities, to join our team.