Information & Referral Specialist

Unitedwayhouston; Houston (TX); On-site; USD 22,000 - 32,000; Full time

Job summary

United Way Houston seeks an Information and Referral Specialist for the 211 Texas/United Way HELPLINE in Houston, TX. You will deliver information, referrals, and consultation on health and human services, and document calls and outcomes.

Requirements include an Associate degree and 1-2 years in social services or call center work; strong communication, problem-solving, and computer skills; bilingual ability is a plus.

Qualifications

• 1-2 years: Experience providing social services within the Greater Houston community.
• The ability to communicate verbally and in writing is required.
• Proficient in using computer systems to handle incoming contacts and perform job-related tasks.
• Associate degree or better in social work, sociology, psychology, or related field plus one year of experience in a social service role.

Responsibilities

• Receives incoming 211 Texas/United Way HELPLINE calls/emails/texts/chats, assesses needs and refers to social services.
• Performs follow-up with targeted callers regarding referrals and services and maintains records.
• Stays informed on social issues, programs, and changes in services; attends meetings and workshops.
• Identifies partners and coordinates with community organizations to ensure service delivery.
• Engages in outreach, participates in task forces and committees as assigned.

Skills

Problem-solving

Critical thinking

Communication (verbal and written)

Service delivery

Computer literacy

Education

Associate degree or better in social work, sociology, psychology, or related field

Tools

Computer systems

Job description

# Information & Referral SpecialistHouston, TX 77007## OverviewSalary Range$19.61 - $19.61 HourlyPosition TypeFull-Time/Part-TimeTravel PercentageNone## DESCRIPTIONInformation and Referral Specialists are the heart of the 2-1-1 Texas/United Way HELPLINE. They are responsible for delivering quality, professional information, referrals and consultation on health and human services to individuals in need of assistance. Performs tasks related to information and referral projects. May require working with internal and external partners on special projects and studies and follow-up with callers from targeted populations to monitor service delivery and advocate for client. Meticulous documentation for internal and external records required.#### **PRINCIPAL DUTIES AND RESPONSIBILITIES:*** Receives incoming 211 Texas/United Way HELPLINE English and/or other language calls/ emails/texts/chats, assesses clients’ needs and makes appropriate referrals to social service agencies, programs and services. Performs follow-up with targeted callers regarding referrals and services. Keeps up-to-date, accurate records on all calls, advocacy efforts and community activities, according to established protocols.* Stays informed on social issues, programs, and changes in services. Attends staff meetings, conferences and workshops in order to upgrade professional skills. Identifies and works with key staff at community organizations to assure delivery of services to clients. Performs community resource outreach and service coordination/collaboration with targeted community, regional and state-wide health and human service programs.* Participates on select task forces and committees. Performs other duties as assigned including participation in center tours and outreach.## QUALIFICATIONS#### **EDUCATION**Associate degree or better in social work, sociology, psychology, or related field from an accredited institution plus one (1) year of experience in a social service role. In the absence of a degree, must possess a high school diploma or GED plus a minimum of two (2) years' call center or social service delivery experience.#### **EXPERIENCE**1-2 years: Experience providing social services within the Greater Houston community. Must have excellent problem-solving, critical thinking, and service delivery skills. The ability to communicate verbally and in writing is required. Proficient in using computer systems to handle incoming contacts and perform job-related tasks.#### **LICENSES & CERTIFICATIONS**Preferred: Certified Resource Spec