Community Connection Specialist

UNITED WAY OF GREATER ATLANTA•Atlanta, GA

1d•Hybrid

About The Position

United Way of Greater Atlanta (UWGA) is undergoing a significant transformation to scale its mission of driving sustainable and equitable improvements in the well-being of children, families, and individuals in the greater Atlanta area. The organization aims to unite the community to create, amplify, and accelerate solutions that promote child well-being by addressing complex social challenges. UWGA has a bold ambition to triple unrestricted revenue by 2029 to become the leading investor in child well-being in Greater Atlanta, ultimately eliminating barriers related to zip codes. This transformation will enhance UWGA's impact by increasing investments in solutions that create lasting change for Child Well-Being. The United Way of Greater Atlanta 211 Contact Center, the first of its kind in the country, serves the 13-county metropolitan Atlanta area. 211 connects individuals to necessary resources for everyday challenges and community emergencies. It is a free, confidential service available 24/7, with digital services accessible online and personal services available Monday through Friday, 8:00 a.m. to 5:00 p.m. Community Connection Specialists (CCS) handle direct inbound calls, texts, and emails from individuals and partners seeking social service information in the Greater Atlanta area. The primary responsibility of a CCS is to listen to and assess contact needs or requests, then provide information and referrals to appropriate social service agencies/programs using customer service skills and available technologies. CCS also collect vital data that helps direct clients to services and informs UWGA and partner agencies about areas of greatest need for initiatives and programs, particularly concerning child well-being. In this role, CCS serve as a crucial frontline connection to the community, supporting UWGA's Child Wellbeing mission.

Requirements

Bachelor’s degree in social work, human services, or related field preferred and/or Experience in call centers, crisis hotlines, or information and referral services and/or at least one year’s experience in the customer service industry.
Knowledgeable and experienced in state-of-the-art quality customer service techniques.
Must demonstrate competent technology skills using various technology systems: laptop, I&R software, telephony system, TEAMS, Microsoft Office, e-services, cloud, etc.
Must be adaptable to meet remote work standards regarding technology adaptability and independent work performance.
Experienced in working positively and supportively with and responding to people of varied backgrounds, physical capabilities, emotional states, and skill levels.
Demonstrate ability to effectively communicate in both oral and written English, including excellent grammar on text and chat platforms.
Excellent communication skills: customer-friendly voice tone: clear, audible, pleasant.
Geographical literacy is required. Demonstrate understanding of locations (cities, counties, neighborhoods, zip-codes) in the greater Atlanta area.
Demonstrate ability to effectively communicate in both oral and written English, including excellent grammar on text and chat platforms.
Ability to work effectively and maintain well-being in a multifaceted, diverse, and active work environment.
Inspired to serve in the mission of UWGA /211.
Attention to detail is a must.

Nice To Haves

Experience in accurately assessing and responding to people of varied needs and crisis levels is a plus.
If Spanish speaking, must be fluent. Bi- or multi-lingual a plus.
Knowledge of pre-existing health and human services in the greater Atlanta area is a plus.
Training certifications are a plus for all the specifications listed above.
Inform USA certification encouraged.

Responsibilities

Provide outstanding quality customer service in response to inquiries for information and referrals from individuals, professionals, and organizational clients.
Correctly identify and assess contact needs using the principles of active listening and inquiry.
Consistently communicate positivity, caring, and concern to contacts.
Consistently interact appropriately, respectfully, understandingly, and patiently with contacts and coworkers of diverse backgrounds, physical capabilities, emotional states, and skill levels.
Skillfully, calmly, and confidently respond to a variety of stressful and challenging situations: i.e., domestic violence, suicide, child abuse, human trafficking, hostile contacts, etc.
Persistently and firmly advocate for contacts/clients who cannot independently access resources or meet special program eligibility criteria.
Demonstrate and maintain proficiency in effectively using contact center CX One telephony and text software, database software, computer hardware, and any job performance-related technologies.
Accurately record 211 database and client records.
Demonstrate complete competency in fulfilling all job functions and UWGA 211 policies in a remote work status.
Participate in UWGA and 211-required training, committees, teams, and meetings.
Actively support and host UWGA partner and prospective partner tours that generate donor funding.
Comply with all UWGA 211 departmental policies, procedures, and performance goals.
Participate in and help implement new 211 programs/services by completing all scheduled training, executing assigned tasks, and promptly providing feedback as requested.
Alerts the direct or on-duty manager to significant barriers, changes, gaps, problems, or issues in the I&R service system.
Assist in creating next-generation 211 by providing direct user input on service processes and/or technology needs as related to customer experience, including any possible AI enhancements.
Other duties as needed.