Community Resource Specialist I - Remote Night and Flexible Shifts

About the Organization

This organization operates in the health and human services field, dedicated to addressing community needs through coordinated support programs. It partners with businesses, government agencies, and nonprofit groups to provide funding and delivery of services aimed at enhancing health, financial wellness, youth development, and urgent community assistance in the Omaha-Council Bluffs metropolitan area.

Job Overview

The Community Resource Specialist I is a frontline position supporting individuals seeking assistance. The role involves communication via calls, emails, chats, and texts to offer guidance, assess needs, and connect clients to relevant resources. This position significantly contributes to fostering community well-being by facilitating access to helpful services.

Key Responsibilities

• Respond promptly to client inquiries through multiple communication methods including phone, email, chat, and text.
• Engage clients with cultural awareness and a respectful, nonjudgmental attitude.
• Recognize and empathize with emotional distress in callers facing crisis.
• Conduct thorough needs assessments using active listening and specific questioning techniques.
• Advocate for clients when necessary to ensure access to resources.
• Collect and report data related to community needs and demographics.
• Document client interactions and referrals accurately in the call center database.
• Perform follow-up communications to verify client needs have been addressed.
• Complete assessments for clients identified as high risk.
• Utilize the 2-1-1 referral database to connect clients with appropriate community resources.
• Identify and report gaps in resource availability to management for action.
• Meet established call handling and customer service quality metrics.
• Participate actively in ongoing training on new services and provide feedback on program effectiveness.
• Earn Inform USA Community Resource Specialist certification within six months of employment.

Qualifications & Requirements

• Exhibit professionalism, maintain confidentiality, and demonstrate the ability to work autonomously.
• Strong written and verbal communication skills with great attention to detail.
• Proficient with call center technologies, computer systems, and telephone equipment.
• Flexibility to work varied shifts including alternative hours and night shifts, with remote work options, particularly during disaster situations.
• Commitment to continuous learning about the organization’s programs and services.
• Collaborative team player with effective interpersonal skills.
• Fluent in English; bilingual capabilities are an advantage.
• Familiarity with Microsoft Office applications such as Outlook, Excel, Access, and word processing software.
• Minimum education requirement: High school diploma or GED; an Associate’s degree is preferred.
• Preferred: One to two years of experience or training in social or human services sectors.

Compensation and Benefits

• Compensation will be aligned with the candidate’s relevant experience and skills.
• Benefits include 401(k) retirement plan, paid vacation and sick leave, employer-sponsored life and disability insurance, professional development opportunities, and tuition reimbursement.

Equal Opportunity Commitment

The employer is an equal opportunity organization dedicated to diversity and inclusion. Employment consideration is provided without discrimination based on race, color, religion, gender identity or expression, sexual orientation, or national origin.

Additional Information

Note that the intermediary connecting candidates with this role is not the employer of record. Candidates will apply directly through the hiring organization’s recruitment system.