Community Care Advocate - Compassionate Call Center

United Way for Southeastern Michigan; Detroit (MI); On-site; USD 26,000 - 28,000; Full time

Benefits offered by this job

Healthcare coverage

403(b) retirement plan

Disability insurance

AD&D coverage

Pet insurance

DoorDash discount

PTO 20 days

Holidays 12

Floating holiday

Job summary

United Way for southeastern Michigan is seeking a Community Care Advocate to assist callers seeking social services. You will provide information, referrals, and compassionate guidance by phone, helping with food, housing, utilities, and other supports.

Ideal candidates have strong listening skills, empathy, and the ability to work in a fast-paced environment while maintaining accuracy. This full-time role offers benefits and a collaborative team culture.

Qualifications

• High school diploma, with some social services coursework or experience preferred
• A minimum of 1 year of experience in a high-volume crisis center
• Basic computer skills, including MS Word, Outlook, Excel, and Internet searches

Responsibilities

• Process a high volume of incoming calls from low-income clients seeking information and referrals for social services.
• Employ listening skills in order to understand all of the caller's needs.
• Demonstrate a high degree of empathy, showing appropriate levels of care and understanding.
• Identify and offer effective solutions to both expressed and latent needs.
• Connect callers with resources in the caller's area that offer assistance.
• Utilize the department's database information, demonstrating technical skills that lead to efficient outcomes.
• Record caller data accordingly to prescribed policies.
• Represent United Way 2-1-1 at community events designed to inform people about 2-1-1 services.

Skills

Crisis center experience

Customer service

Active listening

Empathy

Communication

Teamwork

Problem solving

Adaptability

Self-management

Attention to detail

Education

High school diploma

Tools

MS Word

Outlook

Excel

Internet searches

Job description

United Way for southeastern Michigan is seeking a Community Care Advocate to assist callers seeking social services. You will provide information, referrals, and compassionate guidance by phone, helping with food, housing, utilities, and other supports.

Ideal candidates have strong listening skills, empathy, and the ability to work in a fast-paced environment while maintaining accuracy. This full-time role offers benefits and a collaborative team culture.