Resource Specialist, 211 Helpline

FirstLink • Fargo, ND

5d

About The Position

Every help-seeker has a story. Every story deserves someone willing to listen. FirstLink is looking for compassionate, curious, and resourceful individuals to join our team as 211 Resource Specialists, helping people across North Dakota navigate life's challenges by connecting them with the services, programs, and support they need. Whether someone is searching for housing, food assistance, healthcare, financial help, transportation, childcare, or simply doesn't know where to start, you'll help them explore their situation, identify available options, and connect them with resources that can make a meaningful difference.

Requirements

• Compassionate
• Curious
• Resourceful

Nice To Haves

• InformUSA Certified Community Resource Specialist (CRS) certification

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 both stated and underlying needs.
• Connect individuals with accurate, accessible community resources.
• Help individuals find emergency housing, navigate financial assistance, locate mental health services, apply for benefits, or identify transportation options.
• Provide compassionate emotional support when needed.
• 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• Strengthen the quality of FirstLink's statewide resource database by identifying outdated information, discovering new programs, and documenting unmet community needs.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.
• Opportunities to pursue InformUSA Certified Community Resource Specialist (CRS) certification with FirstLink's support.
• Opportunities to explore future pathways into Response Mentor, database curation, follow-up services, training, quality improvement, community outreach, and leadership roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed