NE 211 Warmline Specialist

United Way of the Midlands•Omaha, NE

13d•Onsite

About The Position

The NE 211 Warmline Specialist provides compassionate, trauma-informed telephonic and digital support to caregivers, families, youth-serving professionals, and community members seeking early intervention, parenting guidance, child safety consultation, and resource navigation. This role serves as a critical access point within the Warmline Statewide Prevention Program and is responsible for providing families with the motivation, skills, and support necessary to resolve issues that could be preventing a family from thriving. We are a fast-paced, call center environment, and we believe in teamwork and collaboration. The NE 211 Warmline Specialist ensures that individuals contacting the program receive timely, strengths-based support while maintaining fidelity to established referral protocols, including coordination with the Child & Family Services (CFS) Hotline, Community Collaboratives, Boys Town, and 211 pathways. The position requires sound judgment in assessing child safety concerns and determining when mandated reporting or escalation is required.

Requirements

Communicate effectively by clearly explaining services, guiding sensitive conversations, gathering accurate information, and advocating with partners across inbound and outbound channels.
Demonstrate empathy and professionalism by providing compassionate, non-judgmental support, maintaining appropriate boundaries, and engaging individuals in stressful or crisis situations calmly.
Apply cultural humility and equity-focused practices when serving diverse populations and recognizing systemic barriers to access.
Use critical thinking and sound judgment to assess risk, identify concerns, and determine appropriate triage actions, including mandated reporting and crisis escalation.
Manage caseloads and documentation by maintaining organization, prioritizing competing demands, ensuring accurate records, and supporting continuity of care.
Leverage knowledge of community resources to connect individuals with appropriate services and navigate resource databases efficiently.
Collaborate and coordinate effectively with internal teams and external partners to support service delivery and client outcomes.
Utilize active listening and communication skills to guide individuals through complex or emotionally charged situations.
Operate technology systems proficiently including case management platforms, CRM systems, resource databases, and Microsoft Office tools, while documenting interactions in real time.
Apply crisis intervention and de-escalation techniques while remaining calm under pressure and adapting to changing situations.
Demonstrate strong time management and adaptability to balance call volume, follow-ups, and administrative responsibilities.
Maintain professionalism and ethical standards through confidentiality, sound decision-making, and appropriate workplace conduct
Bachelor's degree (required) in Social Work, Human Services, Psychology, Child Development, Family Studies or related field (preferred). 
Three to five years’ related experience and/or training in child welfare, child protective services, and family support services.
Experience working with families experiencing high stress, trauma, or system involvement.

Nice To Haves

Experience using Motivational Interviewing preferred.
Case management experience or any other relevant certifications are also considered.
Call center experience is a valuable asset.

Responsibilities

Engages callers using Motivational Interviewing (MI) and trauma-informed communication practices to build trust and reduce barriers to service.
Gathers required demographic and presenting concern information in alignment with reporting standards.
Accurately documents all interactions in the designated case management system in real time.
Conducts structured assessment and triages to determine the nature and urgency of concerns.
Screens for indicators of child abuse or neglect, caregiver stress, behavioral health needs, and crisis risk.
Determines appropriate service pathways
Practices warmline coaching and support.
Processes referrals to community-based services.
Coordinates with partner agencies.
Practices immediate escalation to the CFS Hotline when mandated reporting thresholds are met.
Provides strengths-based problem solving, parenting support, and guided resource navigation.
Coordinates with internal and external partners, including 211, community collaboratives, Boys Town, and other referral sources.
Ensures referrals are appropriate, documented, and followed through to support continuity of care.
Conducts follow-up contacts to assess service effectiveness and identifies additional needs.
Administers post-service evaluation measures as required.
Completes all documentation in a timely and accurate manner to support quality assurance and performance monitoring.