Community Resource Specialist I - Bilingual

Kids for the Future; Omaha (NE); Hybrid; USD 21,000 - 30,000; Part time

Benefits offered by this job

Shared health, dental and vision

Generous 401(k)

Paid vacation and sick time

Employer paid life and disability

Job summary

United Way of the Midlands in Omaha, NE is seeking a Community Resource Specialist I (Bilingual) to respond to individuals in need and connect them with essential community services such as housing, healthcare, and food assistance. This role requires bilingual Spanish/English communication and strong client assessment skills.

The position is part-time/hourly with a hybrid option, offering afternoon and evening hours. Training and growth opportunities are provided within 211 and related programs.

Qualifications

• Bilingual (English/Spanish) required to communicate with clients and partners.
• Strong written and verbal communication skills.
• Experience in customer service or call center environments preferred.
• Ability to work in a dynamic, fast-paced setting with sensitivity to diverse populations.

Responsibilities

• Answer phone, email, chat and text with a focus on accurate information and compassionate service.
• Refer clients to housing, healthcare, employment, and food resources.
• Document client information accurately in the call center system and track outcomes.
• Follow up with clients to ensure needs were met and assist with referrals as needed.

Skills

Bilingual English/Spanish

Communication skills

Customer service

Teamwork

Education

High school diploma or GED

Associate's degree preferred

Tools

Call center software

Computer/telephone equipment

Job description

• Location 1229 MILLWORK AVE STE 402,Omaha, NE, 68102-4123,United States
• Base Pay $18.50 - $18.50 / Hour
• Job Category Call Center, Customer Service
• Employee Type FT Non-Exempt
• Required Degree High school

Contact information

• Email [e-mail]

Description

Organization: United Way of the Midlands

Job Title: Community Resource Specialist I - Bilingual

Department: 211, Programs

FLSA Status: Part-time/hourly - Multiple shifts

Location: Omaha, NE

NOTE: Afternoon and evening hours. This position is also a Hybrid with the potential to work from home in the evening and weekends.

About United Way of the Midlands:

Since 1923, United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business, government and not-for-profit sectors and raising money to support our community’s most impactful health and human service programs. UWM’s funded programs and direct services – including JAG Nebraska, 211 and the Weatherization Assistance Program – focus on four key areas to improve health and well-being for all, build financial stability and strength, help young people realize their full potential and address urgent needs today to advance a better tomorrow. At United Way, we are committed to fostering integrity, inclusion, and responsibility across our work where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table.

UWM’s Mission:

United Way of the Midlands UNITES our community’s CARING SPIRIT to build a STRONGER tomorrow.

At United Way of the Midlands, we…

• Build TRUST in everything we do.
• Extend GRACE by thinking beyond ourselves.
• Show GRIT by bringing it every day.
• Be OPEN to embracing others’ differences.
• Actively ENGAGE by listening and sharing.
• Live CURIOUSLY to learn constantly.

Community Resource Specialist I (Bilingual) Summary:

The Community Resource Specialist I is responsible for responding to individuals inneed of assistance through multiple channels of communication. The Community Resource Specialist I connects individuals and families with essential community services, including housing, healthcare, employment, and food assistance. This role involves client assessment, resource coordination, and outreach, ensuring timely and effective support while maintaining strong relationships with service providers and community partners.

Responsibilities:

• Answers phone calls, email, chat and text, demonstrating strong customer focus with all users of the service; ability to work with diverse populations within the context of developing the cultural competency needed, to provide appropriate resources to inquirers.
• Maintains a nonjudgmental attitude when speaking with clients, displaying sensitivity to all cultural backgrounds.
• Identifies and reflects the feelings of callers in crisis.
• Assesses the clients’ needs or situation using pertinent questions and the principles of active listening.
• Advocates for clients when appropriate.
• Requests statistical and demographic information related to our clients to assist in the determination and tracking of unmet needs in the community.
• Records clients' information into the call center database and provide referrals to the appropriate resources as needed.
• Places outbound calls to follow-up with a percentage of our clients to determine if their needs were met.
• Completes assessments for clients in high-risk situations.
• Accesses the 211 database for resources and appropriately refer clients.
• Identifies requests for resources that are not available in our database and inform a member of the Data Management team.
• Maintains an acceptable level of call handling and customer service performance as described by the 211 training standards.
• Handles all Spanish contacts which come into the contact center.
• Completes all training for new programs and services related to 211 and provide feedback as needed.
• Completes the Inform USA Community Resource Specialist certification exam within six months of eligibility to ensure adherence to industry standards and quality service delivery.
• Maintains accurate and organized data entry and file management to ensure the integrity and accessibility of information across systems.

Required Skills and Abilities:

• High level of professionalism, confidentiality and capacity to work independently.
• High level of written and verbal communication skills with attention to detail and organization.
• Demonstrate proficiency in using call center software, computer hardware and telephone equipment.
• Ability to work alternative schedules and demonstrate flexibility in times of disaster.
• Engage in and maintain knowledge of UWM programs and strategies.
• Proactive in engaging in or seeking out self-learning opportunities.
• Ability to work effectively as a team member and assist other staff members willingly.
• English proficiency sufficient and bilingual required for communication with supervisors, co-workers, clients and customers.
• Both oral and written fluency in Spanish.

Education and Experience:

• High school diploma or GED required.
• Associate's degree (preferred) from two-year College or University and/or one to two years related experience and/or training in Social Services or Human Services.
• Completes the Inform USA Community Resource Specialist certification exam within six months of eligibility to ensure adherence to industry standards and quality service delivery.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must occasionally lift and/or move up to 10 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.

• Shared health, dental and vision insurance
• Generous 401(k) Retirement plan
• Paid vacation and sick time
• Employer paid life and disability insurance

United Way of the Midlands isan 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 characteris t protected by law.