MD - 3.0

Baltimore, MD Job Details Full-time $50,000 a year 19 hours ago Qualifications Computer operation Confidential information handling Computer skills Community relationship building Stakeholder relationship building Full Job Description

POSITION SUMMARY STATEMENT

The Community Resource Specialist -Bias Incident Reporting will skillfully and compassionately assist individuals seeking support related to hate bias incidents. This position is responsible for providing trauma-informed intake, assessment, information and referral services, follow-up support, and documentation for individuals reporting hate bias incidents through 211 Central Maryland. The Specialist will connect individuals to appropriate community-based resources including legal assistance, victim advocacy, behavioral health services, and other supportive services while maintaining confidentiality, cultural responsiveness, and accurate data collection. The position will also support public awareness efforts and collaborate with the Maryland Office of the Attorney General and community partners to improve access to services and reporting opportunities for those impacted by hate bias incidents. This position is grant funded for one year and contingent upon continued grant support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include, but are not limited to: Provide skilled information, referral, and incident intake services for individuals reporting hate bias incidents through 211 Central Maryland. Utilize active listening, trauma-informed engagement techniques, and culturally responsive practices to assess caller needs and provide supportive assistance. Maintain professional and compassionate communication throughout all interactions. Conduct detailed intake and documentation of hate bias incidents using approved protocols and procedures. Accurately collect and record incident information, caller demographics, referral activity, follow-up activities, and outcomes within designated information systems including iCarol and related reporting platforms. Ensure confidentiality and data integrity are maintained at all times. Provide callers with information regarding available community-based resources, including legal aid services, mental health providers, victim advocacy programs, crisis services, and other supports. Assist callers with identifying appropriate services and addressing barriers to accessing assistance. Conduct follow-up contacts with callers according to established program procedures to assess referral utilization, provide additional support, identify unmet needs, and document outcomes. Participate in specialized training related to hate bias incidents, trauma-informed care, cultural humility, crisis intervention, confidentiality requirements, and referral navigation. Apply acquired knowledge and skills to daily operations and service delivery. Support quality assurance activities, program evaluation efforts, and reporting requirements by maintaining complete and accurate documentation and participating in case reviews, data validation activities, and program meetings. Assist with outreach and public education efforts designed to increase awareness of hate bias incident reporting resources and available community supports. Participate in presentations, community meetings, stakeholder engagements, and awareness activities as assigned. Collaborate with United Way staff, community providers, and Office of the Attorney General (OAG) representatives to support implementation of the Hate Bias Incident Reporting & Referral Pilot and ensure effective service coordination for callers. Participate in special projects, pilot activities, and program enhancements as assigned. Perform other duties as assigned.

INTERACTION

Is enthusiastic and demonstrates compassion toward individuals experiencing discrimination, bias, harassment, or other challenging circumstances. Experience working on a diverse team and with diverse constituencies. Maintains excellent interpersonal and communication skills, including the ability to establish rapport with individuals who may have experienced trauma. Demonstrates sensitivity, empathy, and professionalism while discussing difficult or emotionally challenging situations. Ability to work independently and collaboratively in a fast-paced and evolving service delivery environment. Establishes and maintains supportive, professional relationships with UWCM staff, volunteers, government agencies, legal service providers, behavioral health providers, victim service organizations, and community partners. Demonstrates sound judgment and maintains confidentiality regarding sensitive client information and incident reports. Displays cultural competence, cultural humility, and an understanding of equity and inclusion principles. Presents a professional and positive image as a representative of UWCM and the OAG partnership.

QUALIFICATIONS AND REQUIREMENTS

BA in Social Work, Counseling, Psychology, Human Services, Criminal Justice, or a related field with 1+ years of relevant experience. Relevant experience may be substituted for education. Experience providing information and referral services, victim support, crisis intervention, case management, social services, behavioral health services, or related community-based services preferred. Experience working with individuals from diverse cultural, racial, ethnic, religious, gender identity, sexual orientation, disability, and immigrant communities preferred. Must obtain Inform USA Certification within two years of hire. Strong written, verbal, and interpersonal communication skills. Demonstrated ability to handle confidential and sensitive information appropriately. Experience with trauma-informed practices, crisis response, victim services, or related fields preferred. Ability to navigate electronic systems, databases, virtual service platforms, and case documentation systems. Flexible and able to work remotely and in person at least twice a month with minimal supervision. Bilingual language skills strongly preferred. This position requires a separate, quiet, private, confidential workspace and reliable high-speed internet service when working remotely.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions. Regular walking or standing is required. The hands are regularly used to write, type, key, and handle or feel small controls and objects. The employee must frequently talk and hear. Weights of up to 25 pounds are occasionally lifted. There is extensive use of a computer. Employee is primarily seated while performing the duties of the position.

ONBOARDING REQUIREMENTS

In addition to staff orientation, must complete: Orientation to 211 Central Maryland procedures and protocols. Hate Bias Incident Reporting & Referral training. Trauma-informed response training. Cultural competence and equity training. Confidentiality and data security training. 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