Community Care Advocate - High Volume Call Center

United Way for Southeastern Michigan•Detroit, MI

About The Position

United Way for Southeastern Michigan (UWSEM) works with community partners, donors, and nonprofits to create measurable, lasting change across Southeastern Michigan by investing in programs that support education, economic stability, and health. The organization’s work is grounded in collaboration, accountability, and commitment to the communities it serves. The Community Care Advocate answers calls and provides information and referrals to community members seeking assistance. The role requires compassion, empathy, and strong listening skills to understand callers’ needs and recommend effective alternatives for resolution. Advocates process a high volume of calls from low-income clients seeking social services, such as food, clothing, shelter and housing, and help with utility bills. They use departmental database information, document caller data according to policy, and connect callers with local resources. The position may also involve representing United Way 2-1-1 at community events and participating on cross-functional teams. This is a full-time position paying $19.24 per hour. The schedule is 12:30 PM–9:00 PM, Monday through Friday. The job posting closes November 16, 2026.

Requirements

High school diploma.
At least 1 year of experience in a high-volume crisis center.
Basic computer skills, including MS Word, Outlook, Excel, and internet searches.
High-impact, customer-focused telephone communication skills.
Effective telephone listening and problem-solving skills involving customer service.
Ability to function successfully in a fast-paced, often stressful work environment.
Compassion, empathy, and the ability to understand caller needs without judgment.

Nice To Haves

Social services coursework or experience is preferred.

Responsibilities

Process a high volume of incoming calls from low-income clients seeking information and referrals for social services, including food, clothing, shelter and housing, and utility bill payment assistance.
Listen to callers to understand all of their needs.
Show appropriate care and understanding without being or being perceived as judgmental.
Identify and offer effective solutions to callers’ expressed and latent needs.
Connect callers with resources in their area that offer assistance.
Use the department’s database information and technical skills to achieve efficient and effective outcomes.
Report inaccurate database information to the Resource group for correction.
Record caller data according to prescribed policies.
Represent United Way 2-1-1 at community events designed to inform people about 2-1-1 services.
Participate on cross-functional teams when asked or when seeking to contribute unique abilities, strengths, and passions.