211 Call Specialist

COMMUNITY COUNCIL OF GREATER DALLAS • Dallas, TX

118d

About The Position

The 2-1-1 Call Specialist interviews clients, provides public benefits counseling, and makes referrals to the appropriate agencies. This requires an extensive and thorough knowledge of the services, internal referral procedures, and eligibility requirements of public and private health, welfare, and educational, recreational and religious organizations. The service area includes Collin, Dallas, Denton, Ellis, Hunt, Kaufman, Navarro and Rockwall counties.

Requirements

• Minimum high school diploma
• Demonstrated experience in active listening, problem clarification, and follow through with tasks
• Texas driver’s license or alternate means of transportation
• Certification as Information and Referral Specialist as required by applicable state and federal laws

Nice To Haves

• Ability to communicate in both English and Spanish verbally and in writing preferred
• Reliable transportation to and from work sites
• Personal transportation for attending off-site meetings
• Ability to transport and handle materials for use at off-site meetings

Responsibilities

• Provides information, referrals, benefits counseling and assistance to consumers and professionals who contact the 211 Texas Infoline & Aging Information Office
• Helps all persons receive the information and assistance they need
• Provides referrals which consist of a needs assessment, evaluation of appropriate resources, helping persons, for whom services are unavailable, locate alternative resources, and actively participate in linking the consumer to needed services
• Conducts interviews with inquirers by telephone
• Assesses inquirer’s needs and assist the inquirer in identifying appropriate organizations that provide the necessary service
• When appropriate, makes direct contact for the inquirer with the other agency through conference calling or scheduling appointments
• Provides follow-up on referral contacts, consisting of contacting the organizations to which a referral has been made, and/or contacting the inquirer to find out if the service is provided
• Keeps 2-1-1 Resource & Training Coordinator informed of follow-up activities
• Maintains records of intake activity, writes summary reports and completes statistical data as requested
• Utilizes a computerized resource information system
• Adheres to policies and practices of Community Council Information and Referral Orientation Manual
• Assists Resource Specialists in updating and maintaining current community resource information
• Attends meetings related to agency services and staff trainings
• Delivers community resource presentations to appropriate organizations and participates in community resource fairs as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees