Wednesday, March 18, 2015

Information & Referral Specialist (WORK STUDY POSITION) - South Sound 2-1-1 (Pierce County, WA)

Job Title: 2-1-1 Information & Referral Specialist-WORK STUDY POSITION
Reporting to: 2-1-1 Call Center Manager
Compensation: $ 11.50/hour
Bilingual agents $12.50/hour Hours of Operation: M-F 9am to 4pm Flexible schedules are available

South Sound 2-1-1 (SS211) is a comprehensive information and referral service that assists Pierce, Thurston, and Lewis County residents with community resource information that can best meet their needs. Currently, South Sound 2-1-1 receives almost 80,000 requests for assistance each year. Highly trained Information and Referral Specialists (I&R) connect callers with programs that can assist with food, housing, legal issues, and rent/utility payments. In addition to general information and referral services, SS211 is also the One-Call, One-Click Center for transportation resources and has specialized staff that serve military affiliated callers.

South Sound 2-1-1 is seeking 2-1-1 Information and Referral Specialist (Work Study) that can respond to requests for community resource information and referrals. The I&R Specialist provides assessment, information, referrals and advocacy to 2-1-1 callers while remaining empathetic and objective. All caller information is accurately recorded in the 2-1-1 database. The I&R Specialist also performs follow-up calls for quality assurance purposes and to identify gaps in service. At times, the I&R Specialist assess callers in crisis and connects them to the appropriate Crisis Line. All 2-1-1 staff is required to participate in staff meetings and trainings.

* Provide information, referral, and advocacy for 2-1-1 callers and accurately record caller information.
* Perform intake and application assistance for Basic Food benefits
* Perform follow-up activities for quality assurance purposes
* Completes special projects as assigned by the 2-1-1 Manager.
* Support other areas of 2-1-1 and United Way of Pierce County by assisting with other projects as needed.

* Gain firsthand knowledge of community resources and the social service network in Pierce, Thurston, and Lewis Counties.
* Improve communication, problem-solving and customer services skills while providing
resource information to callers with complex needs.
* Gain experience working in an AIRS Accredited call center and how the SS211 program adheres to national Information and Referral service provision standards.
* Understand the role of 2-1-1 services on a local, regional, state, and national level.
* Learn about United Way of Pierce County’s vison, mission and 10 year goals that will help break the cycle of poverty in Pierce County

* All major fields of study are welcome; however human services, social work, or communications study or experience is helpful.
* Possess strong customer service skills.
* Strong verbal communication and computer literacy skills.
* Excellent listening and problem solving skills necessary.
* Must be incredibly reliable. Being on time for work and maintaining regular attendance is essential.
* Ability to work well in a team, good interpersonal skills and positive attitude.
* Must be able to work in a compassionate, fast-paced and efficient environment.
* Bilingual applicants are encouraged to apply!

Submit cover letter and résumé to Renée Ghan at