211 Call Specialist

Make Every Call Matter. Join UWCA’s 2-1-1 Team.

Are you passionate about helping people navigate life’s challenges? As a 2-1-1 Call Specialist, you’ll be a vital connection between individuals in need and the community resources that can change their lives. Every call you take is an opportunity to listen with empathy, problem-solve with purpose, and make a real impact across Central Alabama. If you thrive in a fast-paced, people-focused environment and want a career where compassion meets action, this is your chance to be part of meaningful work that truly matters.

Responsibilities

• Answer UWCA 2-1-1 Information & Referral line promptly and with excellent customer service skills
• Meet and maintain Inform USA Certification Standards
• Assess caller’s challenges and determine appropriate community-based services/referrals
• Interpret referral resources to caller to ensure that the caller understands how that referral can help them
• Effectively manage calls from distressed callers
• Maintain records of all inquiries, including source of referral, description of problems and disposition of cases
• Follow-up on referral responsiveness and caller satisfaction based upon guidelines of the Response Center
• Assist in completing statistical reports
• Participation in Community Initiatives’ Continuous Quality Improvement Plan
• Assist with training call center volunteers
• Participate in Community Outreach
• Assist with Disaster Call Center which may require working outside normal business hours
• Other duties as assigned

Qualifications

Knowledge & Skills

Knowledge of human service terminology

Demonstrated ability to work effectively with people and organizations

Demonstrated experience in working with culturally diverse populations (seniors, immigrants, people of varied ethnicities and religions)

Demonstrated ability to exhibit non-judgmental attitude toward persons with different ways of addressing life challenges

Proven ability to type accurately and enter data into a database

Education/Experience

Social Work or related degree in a human services field with 2 years’ experience

Call center experience preferred

Requirements

Valid Alabama driver’s license

Reliable transportation

Proof of automobile insurance commensurate with State law

Background checks to include but not limited to criminal record, drug screen, and TB test Normal office environment with occasional overtime and travel throughout the state Must meet and maintain eligibility requirements to be insured by UWCA’s insurance