Information and Referral Specialists are the heart of the 2-1-1 Texas/United Way HELPLINE. They are responsible for delivering quality, professional information, referrals and consultation on health and human services to individuals in need of assistance. Performs tasks related to information and referral projects. May require working with internal and external partners on special projects and studies and follow-up with callers from targeted populations to monitor service delivery and advocate for client. Meticulous documentation for internal and external records required.

PRINCIPAL DUDITES AND RESPONSIBILITES: 

• Receives incoming 211 Texas/United Way HELPLINE English and/or other language calls/ emails/texts/chats, assesses clients’ needs and makes appropriate referrals to social service agencies, programs and services. Performs follow-up with targeted callers regarding referrals and services. Keeps up-to-date, accurate records on all calls, advocacy efforts and community activities, according to established protocols.
• Stays informed on social issues, programs, and changes in services. Attends staff meetings, conferences and workshops in order to upgrade professional skills. Identifies and works with key staff at community organizations to assure delivery of services to clients. Performs community resource outreach and service coordination/collaboration with targeted community, regional and state-wide health and human service programs. 
• Participates on select task forces and committees. Performs other duties as assigned including participation in center tours and outreach.

Qualifications

Education

Required

Associates or better in Human Services or related field.

Experience

Required

1-2 years: Associate degree or better in social work, sociology, psychology or related field from an accredited institution plus one (1) year experience in a social service role. In absence of a degree, must possess a high school diploma or GED plus a minimum of two (2) years' call center or social service delivery experience.

Licenses & Certifications

Preferred

Certified Resource Spec