Community Connection Specialist

Job DetailsLevel: EntryJob Location: Headquarters - Atlanta, GA 30303Organizational Overview:    United Way of Greater Atlanta (UWGA) is in the midst of transformational change and is embarking on new and different ways to raise and earn revenue so that it can accelerate and scale its mission to drive sustainable and equitable improvements in the well-being of children, families, and individuals in greater Atlanta. The mission remains the same: To bring together people and resources to drive sustainable and equitable improvements in the well-being of half a million lives across Greater Atlanta. The value proposition is to unite Greater Atlanta to create, amplify, and accelerate solutions that promote child well-being by addressing our communities’ most complex social challenges.     These solutions and the backbone behind them are all in service of the organization’s bold growth ambition: Triple unrestricted revenue by 2029 to be the best-in-class investor in child well-being in Greater Atlanta, ultimately eliminating the barriers of one’s zip code as a hindrance to future success. This transformation will unleash the next generation of UWGA, putting UWGA on a growth pathway that will significantly amplify its impact by increasing its investment in solutions that can make a lasting difference for Child Well-Being in Greater Atlanta.    Department overview:    The United Way of Greater Atlanta 211 Contact Center is the first 211 in the Country, serving the 13 counties of the metropolitan Atlanta area.  211 connects people to the resources they need to address the everyday challenges of living and those that develop during times of community emergencies.  United Way 211 is a free and confidential service, available 24 hours a day, seven days a week, with digital services accessible online. Personal services are available Monday through Friday, from 8:00 a.m. to 5:00 p.m.    Job Summary:    Community Connection Specialists (CCS) receive daily direct inbound calls, texts, and email contacts from people and partners in need of social service information throughout the Greater Atlanta area. The primary role of the CCS is to listen to and assess contact needs or requests and to provide information and referral to the most appropriate social service agencies/programs through the skillful use of customer service methods and available technologies. CCS collects critical data from the community that not only assists in directing clients to the most appropriate services but also assists UWGA and partner agencies in determining where initiatives and programs are most needed, including data relating to child well-being. In this role, Community Connection Specialists act as a frontline connection to the community in the effort of UWGA to successfully fulfill the Child Wellbeing mission.     Key Qualifications:    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. Experience in accurately assessing and responding to people of varied needs and crisis levels is a plus.  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.  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.  Geographical literacy is required. Demonstrate understanding of locations (cities, counties, neighborhoods, zip-codes) in the greater Atlanta area.  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.    Training certifications are a plus for all the specifications listed above. Inform USA certification encouraged.  Attention to detail is a must.     QualificationsKey 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.    Ideal Candidate:    The ideal candidate will demonstrate strong experience and skills in providing quality customer service. The candidate will demonstrate the ability to perform at a high level while responding to people in various emotional states, critical needs, and diverse backgrounds. In addition, the candidate will demonstrate a previous capacity to respond to those needs effectively using the latest technologies. Finally, the ideal candidate will demonstrate a prior ability to meet time management standards while successfully maintaining a work/life balance.