The primary functions of a Resource Specialist are to influence and administer the processes for strengthening and maintaining the 2-1-1 database, by working closely with agency partners to add and maintain programs via targeted outreach and vetting of existing records. The Resource Specialist will work with the available resources and will independently coordinate targeted external outreach. These efforts ensure community partners, clients, and customers are supported with quality information and resources, delivering the highest level of care, compassion, and professionalism
- Updates and maintains the quality and accuracy of the 2-1-1 database as defined by department standards by initiating high-volume outbound communication with agencies through calls, email inquiries, agency visits, etc.
- Gathers appropriately sourced information needed to produce concise, grammatically accurate, and informative written content
- Provides customer support to both internal departments and external organizations that may include processing new agencies, the development of specialized resource guides, taxonomy guidelines, etc.
- Attends monthly external meetings, as assigned, to keep an updated record of changes and promote 2-1-1's objectives
- Generates accurate monthly and ad hoc departmental reports, as assigned
- Coordinates and delivers technical assistance and training for Community Resource Navigators and External Agency Partners on database updates and verification process
- Act as an organization liaison at community fairs, meetings, and presentations within and outside of normal business hours
- Work within deadlines to complete assigned projects and new initiatives in a quality and timely manner
- Required to assist in disaster/crisis response activities within and outside of normal business hours
- Must achieve AIRS Certified Resource Specialist Certification within 6 months of eligibility
- Must be able to telecommute as assigned
- Assist clients by phone, text, chat, email and face to face who need assistance navigating community resources as needed and directed by Supervisor
- 2 years of relevant experience preferred working in a Contact Center or Human Services related field providing Customer Service.
- Demonstrated experience in establishing and maintaining effective working relationships with clients, staff and community leaders
- Demonstrated experience completing assignments and projects on time
- Ability to work in a fast-paced environment and shift gears quickly to accommodate change.
- Exceptional written communication skills; ability to write clear, structured, articulate, and persuasive pieces in a variety of lengths and formats
- High-level command of grammar and spelling
- Strong editing skills
- Attention to detail; ability to check each item or task carefully
- Ability to work independently with little supervision effectively using resources
- Demonstrated experience writing concise, logical, grammatically correct descriptions suitable for publication
- Demonstrated experience utilizing a data management system
- Ability to sit and operate a computer for long periods of time
Office hours are 8 a.m. to 5 p.m. Monday through Friday. Shift hours may vary by day of the week. The Resource Specialists are required to assist in crisis response activities, which may include working on weeknights and/or weekends per assigned shifts. Resource Specialist are also asked to act as an organization liaison at community fairs, meetings, and presentations within and outside of normal business hours