Community Resource Specialist

United Way of Broome County (UWBC) is a non-profit organization that fights for the health, education, and financial stability of Broome County residents. The organization works in partnership with community organizations and members to drive change that will have positive impact on the critical needs of the community. POSITION SUMMARY STATEMENT: The Community Resource Specialist is the direct liaison with people seeking information and help from health and human service programs. It is the responsibility of the Community Resource Specialist to work with those in need of services to ensure that they receive prompt and accurate information regarding human services. This communication will often require problem solving and follow up services. The Community Resource Specialist will work directly with clients whether on the phone or via text and provide mediated Information and Referral—that is establishing rapport, conducting an assessment, providing an informed choice of referrals, engaging in follow-up, and being capable of providing advocacy or crisis intervention if required. Candidates must follow the Inform USA Ethical Principles. ESSENTIAL DUTIES AND RESPONSIBILITIES: Duties include, but are not limited to: • Support all aspects of NYS Health Equity Reform (NYSHER) 1115 Waiver work. • Provide high quality, professional, and accurate Information and Referral Services to both individuals and agencies. • Serve as a front-line representative to the public, processing incoming calls and texts ranging from simple requests to immediate emergency needs or crises. • Conduct comprehensive needs and service assessments via telephone, text, or other. • Assist and screen clients applying for various programs. • Assist clients with problem solving to arrive at helpful solutions. Types of calls will include basic needs, mental health, homelessness, food requests, and more. • Maintain confidentiality of client information. • Accurately document client assessments and referrals in program data system. • Perform follow-up procedures to assure quality of service delivery. • Emergency response. All employees will be required to work before, during, or after an emergency as needed. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position. • Respond to each caller with respect and compassion, regardless of economic status, race, age, sexual orientation, or social group. • Accurately record individual caller transaction details for each contact, including AIRS taxonomy-based issues, needs assessment, agency/program/service referrals, and any unmet needs for community service assessment. • Report any database updates and/or changes to the 211 Susquehanna River Region Director and Database Curator. • Pass and maintain Community Resource Specialist (CRS) Certification through Inform USA, with required professional training and education programs. Certification must be obtained according to the Inform USA education and experience guidelines of eligibility. o Bachelor’s Degree or higher and one year of full-time employment o Associates Degree and two years of full-time employment • Work and communicate effectively with all members of United Way of Broome County and the 211 Susquehanna River Region staff. • Perform other duties as assigned. QUALIFICATIONS: Qualified candidates for the position will possess the following: Education and Experience Required: • Associate’s degree required with minimum of two years related experience in health and human services, information and referral, library services, computer sciences, research, or related field • Excellent computer skills with demonstrated track record of successful database management • Strong organizational skills, critical thinking, and problem-solving abilities • Strong communication skills including written, verbal, and interpersonal communication • Good judgment and the ability to communicate with tact and discretion • Skilled in the use of technology to record and disseminate information • Ability to work independently, as well as in a team-oriented environment • Ability to handle multiple responsibilities in stressful, high-pressure situations • Ability to multi-task • Ability to establish and maintain positive and diverse working relationships • Proficiency in database systems and Microsoft Office Suite: Word, Excel, PowerPoint and Outlook • A knowledge of community resources and services in Susquehanna River Region is preferred Competencies: • Mission Focused • Relationship Oriented • Collaborator • Results Driven • Brand Steward PHYSICAL DEMANDS (sitting, standing, lifting, etc.): The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. HOURS: Monday – Friday 8:30 am to 4:30 pm. Some evening and weekend hours may be required to support United Way of Broome County at events and meetings. Additional hours will be mandatory if a disaster occurs or State of Emergency is declared SALARY: $18.00-$19.25 DOE To apply, e-mail cover letter and resume to finance@uwbroome.org. United Way of Broome County recruits, hires and promotes without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity/reassignment, citizenship, pregnancy or maternity, veteran status or any other status protected by applicable law.