Heart of Florida United Way is the largest non-profit provider of funds to our most critical health and human service programs serving Central Florida. Our non-profit fundraising efforts ensure that quality health and human service programs are available for hundreds of thousands of residents in Orange, Osceola and Seminole counties.
Passion Dive In – Create enthusiasm and inspire others.
Authenticity Be Real – Keep it honest and set the example.
Collaboration Live United – Work together and mobilize for change.
Empowerment Own it – Be courageous and make it happen.
We are seeking a dedicated 211 Specialist to answer inbound crisis and social service referral contacts via phone, text, chat and email. We will rely on you to provide individuals with crisis de-escalation, problem solving, brief assessment and appropriate social service referrals. All client and resource information will be recorded accurately in the appropriate contact center database.
Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume.
Answer chats, texts and emails using correct spelling grammar, and professional language, paying close attention to the inclusion of feeling reflections.
Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.
Identify and reflect the feelings of all contacts.
Assess contact’s needs or situation using pertinent questions and the principles of active listening.
Provide appropriate screenings for specialized programs or appointment setting.
Advocate for clients when appropriate.
Complete assessments for clients in high risk situations.
Access multiple 2-1-1 databases for resources and appropriately refer contacts.
Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
Maintain accurate data collection on all contacts in the appropriate database.
Maintain acceptable level of contact handling and customer service performance as described by 2-1-1 training standards. This includes handling multiple chats, texts and emails simultaneously.
Complete all training for new programs and services related to 2-1-1 and providing feedback as needed.
Actively participate in committees, teams and task forces as needed.
Ability to work alternative schedules.
Perform other duties as assigned including, but not limited to, working alternative shifts and/or schedules.
High school diploma/GED required; Bachelor’s degree in Social Work, Sociology or related field preferred; equivalent combination of education and experience will be considered.
Ability to effectively assess client needs and show sensitivity to issues presented by contacts.
Ability to communicate orally and in writing.
Ability to work in a high paced contact center.
1 year experience in contact center, crisis hotline or information and referral service preferred.
Ability to work in multiple client management databases.
Ability to type 35 WPM required.
Experience with Microsoft Office products such as Outlook, required. Access or other relational database experience is helpful.
Demonstrated knowledge of health and human services desired.
AIRS or AAS certification preferred.
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation and robust benefits package for FT employees which includes health, dental, vision insurance, life/accident insurance, paid time off, and a generous contribution into the 401K plan. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.