Call Specialist, Full-Time

United Way of San Antonio & Bexar County•San Antonio, TX

just now

About The Position

The 2-1-1 Call Specialist provides high-quality, compassionate assistance to individuals and families seeking help with essential needs such as food, housing, healthcare, financial assistance, and other community resources. This role is responsible for answering incoming calls, conducting thorough assessments, identifying the caller’s underlying needs, and providing accurate referrals using the 2-1-1 resource database. This position supports a 24/7 operation, and applicants must be available to work evenings, weekends, and holidays as needed.

Requirements

Bachelor’s Degree Preferred, however, in lieu of a degree.
A minimum of four (4) years’ work experience in a related field and a High School Diploma or GED Certificate; OR
A minimum of two (2) years if call center experience delivering social services and a High School Diploma or GED Certificate.
Ability to work effectively under stress while maintaining productivity, professionalism, and composure.
Comfortable working in a fast-paced, high-volume environment.
Demonstrates flexibility and the ability to adapt quickly to changing situations, priorities, and call demands.
Strong judgment, problem-solving skills, and assessment techniques used to evaluate caller needs and determine appropriate referrals.
Maintains a professional, courteous, and service-oriented demeanor in all interactions.
Self-motivated, resourceful, and able to generate creative solutions to challenges.
Works effectively under stress while maintaining productivity, accuracy, and composure.
Comfortable operating in a fast-paced, high-volume environment.
Demonstrates flexibility and readily adapts to shifting priorities, processes, and caller needs.
Exercises strong judgment, assessment skills, and sound decision-making.
Proven ability to independently analyze situations, solve problems, and make decisions within established guidelines.
Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
Strong attention to detail and the ability to multitask without compromising accuracy or service quality.
Proficient in the Microsoft Office Suite (Word, Excel, Outlook, Teams).

Nice To Haves

Experience with Adobe Creative Cloud products preferred.

Responsibilities

Deliver exceptional customer service as the first point of contact for United Way of San Antonio & Bexar County’s 2-1-1, providing comprehensive Information & Referral (I&R) and crisis intervention services as needed.
Offer accurate, thorough, and appropriate referrals, information, and intervention services that effectively address each caller’s identified needs.
Establish clear, respectful, and empathetic communication using active listening and trauma-informed techniques in a non-judgmental manner.
Conduct accurate assessments to identify underlying needs and engage in collaborative problem-solving with callers to develop realistic action plans without offering personal opinions or advice.
Provide follow-up and advocacy services when necessary to ensure continuity of care and support for community members.
Protect client confidentiality at all times and adhere to all agency, program, and 2-1-1 network privacy guidelines.
Demonstrate professionalism, patience, and skill while handling difficult or emotionally charged calls, using approved de-escalation and engagement techniques.
Use technology platforms—including Cisco, VOIP systems, and live chat tools—to interact with clients and deliver services effectively.
Uphold and model the UWSA mission, values, and Code of Ethics in all interactions with callers, colleagues, and community partners.
Provide crisis intervention by helping callers move from a heightened emotional state to a more cognitive, solution-focused state, and create safety plans as appropriate.
Deliver crisis intervention services by phone, in person, and at community outreach events as required.
Conduct accurate and complete interviews and enter all required data into I&R software systems, maintaining a minimum accuracy/completion rate of 95%.
Ensure records reflect a clear assessment, actions taken, referrals provided, and follow-up as appropriate, supporting consistency, accuracy, and data integrity.