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2-1-1 Information and Resource Specialist II

2-1-1 Information and Resource Specialist II

JOB TITLE:                2-1-1 Information and Resource Specialist II

REPORTS TO:         2-1-1 Program Director

STATUS:                   Full Time

FUNCTION:  Serve as a resource specialist, collecting, researching, confirming, cataloging and maintaining community resources.  Serve as an information specialist connecting clients to appropriate resources for their needs.


Interview clients to explore, assess and refer them to an appropriate resource through the use of the database.  Offer alternative solutions to callers when services are unavailable.  When necessary, gather information, make conference calls or advocate on behalf of the client.  Make follow-up calls and document outcomes.  Provide data collection by recording client’s service needs and unmet needs.

Serve as back-up for Line Operations Coordinator as needed.

Assist in maintaining the resource database for eight-county service area.  Analyze, collect, research, confirm, catalog, and maintain accurate and up-to-date agency and program information.  Glean information and learn about community services through print materials, email communication, telephone interviews, websites, etc.

Assist in producing and updating specialized resource guides.

Assist with raising awareness of 2-1-1 services through the following activities:  writing articles and United Way social media posts.

Attend 2-1-1 staff meetings; attend United Way meetings as needed.

Perform other duties as requested by Program Director.


Preferred four-year degree in human services or related field.

One year customer service or office experience.

Demonstrated interpersonal skills including: ability to build respect and positive rapport with clients and service providers; one-to-one interviewing skills; ability to determine client needs and identify referral choices.

Dependability and concern about providing quality service

Excellent communication skills, including strong reading and writing skills.

Ability to work independently and in a team, and to set and focus on priorities.

Strong organizational skills, and cataloging skills or experience helpful.

Some knowledge of the health and human service delivery system and willingness and ability to learn about community resources

Research and interviewing skills in finding information about community services

Strong computer skills and ability to learn new computer software.

Ability to recognize and deal with stressful or crisis situations

Positive attitude, ability to adapt to changing environment


            40 hours per week during office hours, 8:00am – 5:00pm.

Additional Info

Job Type : Full-Time

Education Level : High School

Experience Level : Entry Level

Job Function : Customer Service

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