United Way of Northern California Hiring for 211 Call Specialist at Remote Full Time

• Full time, non-exempt position
• Salary $18-20/hour, commensurate with background and experience
• Position is remote or based in Redding
• Reports to the 2-1-1 Services Manager

The Mission and Opportunity

United Way of Northern California (UWNC), based in Redding, fights for the health, education, and

financial stability of all residents in its nine-county territory. UWNC aims to expand operations fully

throughout the region, providing residents access to its programs, and to as many resources necessary to

promote safety, health and prosperity.

Job Description

The Call Specialist will support a variety of functions in pursuit of United Way of Northern California’s mission

to provide North State residents with exceptional 2-1-1 services in response to Wildfire and Public Safety

Power Shutoffs. Principal duties involve delivering high quality, professional information and referral services.

This role requires a customer service orientation, high degree of professionalism, ability to work in a fast-

paced environment and respond proactively to changing priorities. This role also calls for a high level of

empathy and ability to compartmentalize. Experience in social services preferred. Work hours may vary, and

include nights and weekends as needed.

Job Responsibilities

Working in conjunction with the United Way Program Department and Contact Center staff, the specialist will:

• Provide high quality, multidimensional information and referral services to community members calling the

2-1-1 helpline.

• Help community members with navigation of services and follow-up support for those with access and

functional needs.

• Provide ongoing call support for Public Safety Power Shutoffs and Disaster Response.
• Help each caller identify their health and human service needs.
• Thoroughly document each call in the call-handling database.
• Report technical or programmatic issues as needed.
• Attend training sessions and meetings as needed.
• Other duties as assigned.

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Preferred Skills and Attributes

• Flexible and adaptable.
• Personable; works well in a team environment.
• Excellent customer service skills.
• Adept at multi-tasking.
• Strong skills in communication and documentation over the phone and computer.
• Comfortable and effective in interactions with individuals from diverse backgrounds and varying socio-

economic circumstances.

Qualifications:

• Minimum of AA degree or equivalent experience.
• Effective, accurate written and verbal communication required.
• Familiarity with social service delivery systems strongly preferred.
• Extensive customer service experience a plus.
• Must work well in a team environment.
• Must have strong skills in use of computer and telephone communication and documentation.
• Must be able to follow guidelines and directions.
• Preference given for bilingual/multilingual ability.

United Way of Northern California offers medical, dental and health benefits; paid vacation and sick time;

11 paid holidays per year; company-paid life insurance, 401k Retirement Savings Program and an Employee

Assistance Program.

This position requires availability for nights and weekends and may require occasional travel throughout the

UWNC region may be required. UWNC is an Equal Opportunity Employer.

Employment at UWNC is contingent on submission to background checks, including criminal and DMV

checks.

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