Information & Referral Specialist

United Way Houston; Houston, Northern (TX, KY); Hybrid; USD 22,000 - 32,000; Full time

Job summary

United Way Houston seeks an Information & Referral Specialist to support the 211 HELPLINE. You will assess caller needs, provide information, and arrange referrals to health and human service programs. Documentation and follow-up are essential to ensure accurate service delivery.

The role requires an Associate degree or higher in a related field (or equivalent experience) and strong communication skills, with preferred experience in social services within the Greater Houston area.

Qualifications

• Associate degree or better in social work, sociology, psychology, or related field with 1 year of social service experience.
• Alternatively, high school diploma/GED plus 2 years of call center or social service delivery experience.
• Proficiency with computer systems to handle contacts and records is required.

Responsibilities

• Receive incoming 211 Texas/United Way HELPLINE calls, emails, texts, or chats and assess needs.
• Refer to social service agencies and follow up on referrals and services.
• Maintain up-to-date records and participate in outreach and partner coordination.

Skills

Computer proficiency

Communication

Problem solving

Documentation

Education

Associate degree or better (social work, sociology, psychology)

High school diploma + 2 years call center/social service experience

Tools

Computer systems

Job description

Information & Referral Specialist# 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