TITLE: 211 United Information and Referral Specialist

DEPARTMENT: 211 United

REPORTS TO: Director of 211 United & CEO

STATUS: Part-time, Non-Exempt, Hourly ($15/hour)

HOURS: Monday - Friday, 1pm - 5pm

LOCATION: United Way FPC, 1304 N Broad St SE, Rome, Georgia 30161

TO APPLY: Send Resume and Letter of Interest to: alli@uwrome.org

SUMMARY

The Information & Referral Specialist responds to United Way’s 211 United Information and Referral Services

inquiries in a prompt and courteous fashion, gathering key information from clients and providing appropriate

referrals. They match clients’ needs to services, and serve a critical role in delivering United Way’s mission.

EMPLOYEE EXPECTATIONS

UWFPC (United Way of Floyd, Polk & Chattooga) strives to improve the quality of life for all in our

communities. UWFPC employees represent our organization, are expected to be accountable to their

responsibilities, adhere to high standards of personal conduct, and exhibit a high degree of personal integrity.

POSITION REQUIREMENTS & QUALIFICATIONS

●Use active listening skills while speaking with clients in order to discern needs.

●Demonstrate empathy in serving people in need while maintaining a positive attitude.

●Maintain sensitivity, confidentiality, and professionalism while speaking with people from a variety of

socioeconomic, cultural, and ethnic backgrounds.

●Use problem solving skills to help callers prioritize their needs and find and map appropriate referrals.

●Customer service experience and excellent interpersonal skills required.

●Technological proficiency required; Proficiency in Google Workspace and experience with using

database software preferred.

ESSENTIAL JOB RESPONSIBILITIES

●Maintain accurate and complete client records for each inquiry received, and record direct assistance

within the I&R database(s) and software platform(s).

●Demonstrate and maintain proficiency in effectively using resource database software, computer

hardware, and telephone equipment.

●Implement programs operated by 211 according to guidelines, including performing clerical duties

related to those programs in a timely fashion.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodation may be made to enable

individuals with disabilities to perform the essential functions.

Some of the work in this position is completed while sitting at a desk, using a computer and phone. Requires

talking, hearing, and visual acuity sufficient to perform these primary functions.

Occasionally includes reaching above shoulder heights, below the waist, or lifting up to 25 pounds for office

equipment, supplies, and materials.