Call Specialist, Full-Time

UNITED WAY OF SAN ANTONIO & BEXAR COUNTY; San Antonio (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Employer-subsidized healthcare

403(b) retirement plan with matching

Paid holidays and personal leave

Job summary

UNITED WAY OF SAN ANTONIO & BEXAR COUNTY is seeking a 2-1-1 Call Specialist to provide high-quality support and referrals to individuals seeking essential services. This role requires compassion and thoroughness in addressing various needs like food, housing, and healthcare.

Successful candidates will manage high-pressure calls, conduct needs assessments, and utilize technology platforms effectively. A Bachelor’s degree and relevant experience are preferred. The position offers a comprehensive benefits package and is ideal for those passionate about community service.

Qualifications

• Bachelor’s Degree preferred, or equivalent work experience.
• Minimum 4 years' experience in a related field or 2 years in a call center.
• Excellent judgment and problem-solving skills required.

Responsibilities

• Provide compassionate assistance with essential needs.
• Conduct thorough assessments to identify caller needs.
• Document service utilization accurately in required systems.

Skills

Customer service

Problem-solving

Verbal communication

Active listening

Crisis intervention

Education

Bachelor's Degree

High School Diploma or GED

Tools

Microsoft Office Suite

I&R software systems

Cisco

Job description

Description

ABOUT US

United Way of San Antonio and Bexar County unites the community to identify and solve our most critical issues. We are dedicated to improving people's lives and creating community-level change. Our work includes leading cross-sector collaborations, advocating for public policy changes and investing in programs that prevent problems from happening in the first place for those in need. Improving quality of life and advancing the greater good involves focusing in four impact areas: preparing children for kindergarten; empowering students to graduate and reach their full potential; helping individuals and families become self-sufficient; providing a safety net of services for those in crisis.

BENEFITS

• Employer-subsidized healthcare plan with employer-funded HRA offered.
• Group dental, vision, life insurance and other insurance products available.
• Paid holidays, personal and sick leave time.
• 403(b) retirement plan with employer matching available.

JOB SUMMARY

The 2-1-1 Call Specialist provides high-quality, compassionate assistance to individuals and families seeking help with essential needs such as food, housing, healthcare, financial assistance, and other community resources. This role is responsible for answering incoming calls, conducting thorough assessments, identifying the caller’s underlying needs, and providing accurate referrals using the 2-1-1 resource database.

This position supports a 24/7 operation, and applicants must be available to work evenings, weekends, and holidays as needed.

PRIMARY DUTIES AND RESPONSIBILITES

Direct Information & Referral (I&R) Service Provision

• Deliver exceptional customer service as the first point of contact for United Way of San Antonio & Bexar County’s 2-1-1, providing comprehensive Information & Referral (I&R) and crisis intervention services as needed.
• Offer accurate, thorough, and appropriate referrals, information, and intervention services that effectively address each caller’s identified needs.
• Establish clear, respectful, and empathetic communication using active listening and trauma-informed techniques in a non-judgmental manner.
• Conduct accurate assessments to identify underlying needs and engage in collaborative problem-solving with callers to develop realistic action plans without offering personal opinions or advice.
• Provide follow-up and advocacy services when necessary to ensure continuity of care and support for community members.
• Protect client confidentiality at all times and adhere to all agency, program, and 2-1-1 network privacy guidelines.
• Demonstrate professionalism, patience, and skill while handling difficult or emotionally charged calls, using approved de-escalation and engagement techniques.
• Use technology platforms—including Cisco, VOIP systems, and live chat tools—to interact with clients and deliver services effectively.
• Uphold and model the UWSA mission, values, and Code of Ethics in all interactions with callers, colleagues, and community partners.

Crisis Intervention Services

• Provide crisis intervention by helping callers move from a heightened emotional state to a more cognitive, solution-focused state, and create safety plans as appropriate.
• Deliver crisis intervention services by phone, in person, and at community outreach events as required.

Service Utilization Documentation

• Conduct accurate and complete interviews and enter all required data into I&R software systems, maintaining a minimum accuracy/completion rate of 95%.
• Ensure records reflect a clear assessment, actions taken, referrals provided, and follow-up as appropriate, supporting consistency, accuracy, and data integrity.

Requirements

EDUCATION AND EXPERIENCE

• Bachelor’s Degree Preferred, however, in lieu of a degree.
• A minimum of four (4) years’ work experience in a related field and a High School Diploma or GED Certificate; OR
• A minimum of two (2) years if call center experience delivering social services and a High School Diploma or GED Certificate.
• Ability to work effectively under stress while maintaining productivity, professionalism, and composure.
• Comfortable working in a fast-paced, high-volume environment.
• Demonstrates flexibility and the ability to adapt quickly to changing situations, priorities, and call demands.
• Strong judgment, problem-solving skills, and assessment techniques used to evaluate caller needs and determine appropriate referrals.

KNOWLEDGE, SKILLS & ABILITIES INFORMATION

• Maintains a professional, courteous, and service-oriented demeanor in all interactions.
• Self-motivated, resourceful, and able to generate creative solutions to challenges.
• Works effectively under stress while maintaining productivity, accuracy, and composure.
• Comfortable operating in a fast-paced, high-volume environment.
• Demonstrates flexibility and readily adapts to shifting priorities, processes, and caller needs.
• Exercises strong judgment, assessment skills, and sound decision-making.
• Proven ability to independently analyze situations, solve problems, and make decisions within established guidelines.
• Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
• Strong attention to detail and the ability to multitask without compromising accuracy or service quality.
• Proficient in the Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Experience with Adobe Creative Cloud products preferred.

UNITED WAY COMPETENCIES

Core Competencies (all United Way Professionals):

Mission Focused, Relationship Oriented, Collaborator, Results Driven, Brand Steward

WORK ENVIRONMENT

• Normal nonprofit office environment with little exposure to dust, noise and extreme temperatures.
• Extended work on personal computing equipment, telephone, multi-functioning printer and calculator.
• Reliable transportation required, with the ability to travel to and from meetings, training sessions or other business-related events locally, routinely and around the state and nationally, occasionally.
• Monday-Friday, 8:15 am to 4:45 pm work week with occasional evening and weekend hours.

PHYSICAL DEMANDS

• Sedentary work on a PC; sitting for extended periods of time, routinely.
• Movement within the office and during external meetings and events, regularly.
• Bends, stoops and twists, occasionally.
• Exerts up to 25 lbs. of force, occasionally.
• Facilitates, presents and collaboratively interacts with others, routinely.
• Perform repetitive tasks, i.e., typing and texting, routinely.

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The contents of this job description may change as deemed necessary by United Way of San Antonio and Bexar County.

APPLY

To submit your application visit https://recruiting.paylocity.com/recruiting/jobs/All/c1a895ce-f28e-4dac-88db-d5fb796d20f5/UNITED-WAY-OF-SAN-ANTONIO-BEXAR-COUNTY.

• Applications WILL NOT be accepted via email.
• Contact [e-mail] should you experience problems submitting your application.

United Way of San Antonio and Bexar County is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

United Way of San Antonio and Bexar County is committed to the full inclusion of all qualified individuals. As part of this commitment, UWSA will ensure that persons with disabilities are provided reasonable accommodations if reasonable accommodation is needed to participate in the job application, interview process, or to perform essential job functions, and/or to receive other benefits and privileges of employment.

United Way of San Antonio and Bexar County | 700 South Alamo St., San Antonio TX, 78205 | www.uwsastx.org