Resource Specialist, 211 Helpline
About The Position
FirstLink is seeking compassionate, curious, and resourceful individuals to join their team as 211 Resource Specialists. In this role, you will help people across North Dakota navigate life's challenges by connecting them with essential services, programs, and support. You will assist individuals searching for housing, food assistance, healthcare, financial help, transportation, childcare, or those who simply don't know where to start. Your role involves exploring their situation, identifying available options, and connecting them with resources that can make a meaningful difference.
Requirements
- Compassion
- Curiosity
- Resourcefulness
- Ability to explore situations, identify needs, and connect individuals with resources.
- Ability to provide emotional support.
- Willingness to collaborate with teammates.
- Ability to identify outdated information, discover new programs, and document unmet community needs.
Nice To Haves
- Experience in community resource navigation.
- Experience with documentation.
- Experience in emotional support.
- Experience in risk recognition.
- Experience in quality service delivery.
Responsibilities
- Answer calls and text messages from individuals seeking help with everyday challenges and unexpected hardships.
- Explore each person's situation through thoughtful conversation and active listening.
- Identify stated and underlying needs.
- Connect individuals with accurate, accessible community resources.
- Help find emergency housing, navigate financial assistance, locate mental health services, apply for benefits, or identify transportation options.
- Provide compassionate emotional support when individuals need more than resource navigation.
- Collaborate with teammates to ensure individuals are connected with the right level of care, including warm transfers to FirstLink's 988 Suicide & Crisis Lifeline when appropriate.
- Strengthen the quality of FirstLink's statewide resource database by identifying outdated information, discovering new programs, and documenting unmet community needs.
Benefits
- Comprehensive training in community resource navigation, FirstLink's statewide resource database, documentation, emotional support, risk recognition, and quality service delivery.
- Ongoing coaching
- Roleplay practice
- Professional development
- Opportunities to strengthen knowledge of services available across North Dakota.
- Support for pursuing InformUSA Certified Community Resource Specialist (CRS) certification.
- Opportunities to explore future pathways into Response Mentor, database curation, follow-up services, training, quality improvement, community outreach, and leadership roles.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
