211 Call Specialist

211 Call Specialist Birmingham, AL Job Details Full-time 1 day ago Qualifications Mid-level Driver's License Data entry Human Services Typing Continuous quality improvement (CQI) Social Work Referral coordination 2 years Community resource coordination Client interaction via phone calls Full Job Description 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