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SalaryABOUT US
United Way of San Antonio and Bexar County is dedicated to improving people’s lives by helping individuals and creating community-level change. Our work includes leading cross-sector collaborations, advocating for public policy changes, and investing in programs and initiatives that help those in need and prevent problems from happening in the first place. Improving quality of life and advancing the greater good involves focusing in four Impact areas: 1) preparing children for kindergarten 2) encouraging students to graduate and reach their full potential 3) helping individuals and families become self-sufficient, and 4) providing a safety net of services for those in crisis.
JOB SUMMARY
2-1-1 Call Specialists effectively identify needs and provide comprehensive information & referral, stabilization, and crisis intervention services to callers and community members via telephone, face-to-face, and written communication. The position requires the ability to provide non-judgmental support and empathy to individuals experiencing critical situations. Service users may be seeking basic needs (ex: food/housing/medical care), seasonal programs, self-sufficiency programs (ex: job search assistance/financial literacy), mental health support (ex: counseling/psychiatric services/support groups), or crisis intervention (ex: domestic violence prevention/suicide prevention). Being part of the State’s emergency communications system, 2-1-1 Call Specialists relay directives and resource information to individuals impacted by natural or man-made disasters.
As a contact center that operates 24 hours a day, 7 days a week, 2-1-1 Call Specialists are required to be available to work different shifts or rotate shifts with co-workers. Shifts may be scheduled for daytime, evening, weekend, or holiday hours.
PAY $15.00 per hour & $16.00 for overnight shifts
DUTIES AND RESPONSIBILITES
Direct Information & Referral (I&R) Service Provision
- Provide exceptional customer service as first point of contact with the United Way of San Antonio & Bexar County’s 2-1-1 by providing comprehensive information & referral services and crisis intervention services as necessary
- Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller’s need(s)
- Establish clear and effective communication using good contact techniques and active listening in a non-judgmental way
- Accurately assess caller’s needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions
- Provide follow-up and advocacy services as necessary to community members
- Respect and maintain client confidentiality; follow all agency and program guidelines regarding confidentiality
- Demonstrate a willingness and ability to work with difficult callers or calls using accepted techniques and principles
- Use technology (CISCO, VOIP, & live chat) to interact with clients
- Demonstrate a commitment to the UWSA mission statement and Code of Ethics in all interactions with coworkers and constituents
Crisis Intervention Services
- Provides crisis intervention services by assisting the client to move from an emotional state to a cognitive state, and creating safety plans as needed
- Provides crisis intervention services telephonically, face-to-face, and at outreach events as necessary
Service Utilization Documentation
- Conduct complete and accurate interviews and capture all required data into I&R software(s) at 95% accuracy/completion rate
EDUCATION AND EXPERIENCE
- Bachelor’s Degree Preferred, however, in lieu of a degree
- A minimum of four (4) years’ work experience in a related field and a High School Diploma or GED Certificate; OR
- A minimum of two (2) years if call center experience of social service delivery and a High School Diploma or GED Certificate
- Ability to work effectively under stress. Maintains productivity and composure under pressure.
- Comfortable working in a fast-paced environment.
- Adapts readily to changes
- Ability to use good judgment and assessment techniques.
KNOWLEDGE, SKILLS & ABILITIES INFORMATION
- Professional demeanor.
- Self-motivated and creative.
- Ability to work effectively under stress. Maintains productivity and composure under pressure.
- Comfortable working in a fast-paced environment.
- Adapts readily to changes.
- Ability to use good judgment and assessment techniques.
- Demonstrated independent decision-making and problem-solving ability.
- Excellent verbal and written communication skills.
- Attention to detail in a multitasking environment.
- Proficient in Microsoft Office Suite.
- Competent with Adobe Products Suite, preferred.
UNITED WAY COMPETENCIES
X Core Competencies (all United Way Professionals):
Mission Focused, Relationship Oriented, Collaborator, Results Driven, Brand Steward
WORK ENVIRONMENT
- Shifts are conducted in-person in our contact center.
- Shifts may include, but not be limited to, evening, weekend, or holiday hours for up to a maximum of 29 hours per week.
- Normal nonprofit office environment with little exposure to dust, noise and extreme temperatures.
- extended work on personal computing equipment and telephone, and occasional use of a multi-function printer and calculator.
- Client-driven, team-oriented workplace
- Reliable personal transportation is required.
PHYSICAL DEMANDS
- Sedentary work on a PC; sitting for extended periods of time, routinely.
- Exposure to glare from a computer, regularly.
- Perform repetitive tasks, i.e., typing and texting, routinely.
- Movement within the office and during external meeting and events, occasionally.
- Bends, stoops, twists, crouches and crawls, occasionally.
- Lift, Move and Exerts up to 25 lbs. of force, occasionally.
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The contents of this job description may change as deemed necessary by United Way of San Antonio and Bexar County.
APPLY
To submit your application visit https://recruiting.paylocity.com/recruiting/jobs/All/c1a895ce-f28e-4dac-88db- d5fb796d20f5/UNITED-WAY-OF-SAN-ANTONIO-BEXAR-COUNTY.
- Applications WILL NOT be accepted via email.
- Contact uwjobs@unitedwaysatx.org should you experience problems submitting your application.
United Way of San Antonio and Bexar County is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
United Way of San Antonio and Bexar County is committed to the full inclusion of all qualified individuals. As part of this commitment, UWSA will ensure that persons with disabilities are provided reasonable accommodations if reasonable accommodation is needed to participate in the job application, interview process, or to perform essential job functions, and/or to receive other benefits and privileges of employment.
United Way of San Antonio and Bexar County | 700 South Alamo St., San Antonio TX, 78205 | www.unitedwaysatx.org
