Community Resource Advisor (CRA)

Job DetailsLevel: EntryPosition Type: Full TimeSalary Range: $21.85 - $21.85 HourlyTravel Percentage: NoneJob Shift: AnyAbout 211 LA 211 LA is a dynamic, forward-thinking nonprofit organization committed to innovation, inclusivity, and professional growth. As a leader in Information and Referral Services, we connect individuals and families to critical health and human services throughout Los Angeles County. Our team is driven by compassion, collaboration, and a shared commitment to making a meaningful difference in our community every day. Position Summary As a Community Resource Advisor (CRA), you will serve as the first point of contact for individuals seeking information, support, and access to community resources. This entry-level role is ideal for individuals who are passionate about helping others and interested in building a career in human services, behavioral health, crisis intervention, social services, or nonprofit work. While no prior call center or crisis intervention experience is required, this is meaningful, fast-paced work that requires emotional resilience, sound judgment, and the ability to remain calm and compassionate while supporting people experiencing difficult life circumstances. We encourage applicants from a variety of backgrounds, including: Recent graduates interested in human services or social impact careers. Former interns or volunteers from nonprofit organizations. Individuals with experience in customer service who have a passion for helping others. Candidates currently working or volunteering with community-based organizations, shelters, healthcare organizations, behavioral health providers, educational institutions, or other social service agencies. Individuals seeking to grow into a long-term career serving their community. Bilingual English/Spanish candidates are strongly encouraged to apply. Community Resource Advisors are represented by SEIU. Hiring Timeline To support our upcoming training academy, interviews will begin during the second week of September, with selected candidates expected to begin mandatory training during the first week of October. We encourage interested applicants to apply early, as interviews may be scheduled on a rolling basis. What You'll Do As a Community Resource Advisor, you will: Respond to incoming telephone calls, text messages, web chats, and other communication channels. Conduct needs assessments using established 211 LA protocols. Provide accurate referrals to health, human service, and community resources. Support individuals with empathy, professionalism, and a nonjudgmental approach. Navigate conversations involving sensitive topics such as housing instability, domestic violence, substance use, mental health concerns, food insecurity, financial hardship, and suicidal ideation. Document interactions accurately and thoroughly. Research and identify appropriate community resources using internal databases. Meet quality assurance and documentation standards. Participate in coaching, training, and ongoing professional development. Collaborate with supervisors and fellow team members to provide exceptional service. PLEASE NOTE: All interactions are recorded for quality assurance, compliance, and training purposes.​​​​​​ What We're Looking For Successful candidates are compassionate listeners who remain calm under pressure, communicate clearly, and genuinely enjoy helping people from diverse backgrounds. Required Qualifications High school diploma or equivalent. Ability to type at least 35 words per minute. Strong verbal and written communication skills. Excellent customer service and interpersonal skills. Strong organizational and time management abilities. Ability to multitask while navigating multiple computer systems. Basic computer proficiency, including Microsoft Office and web-based applications. Strong critical thinking and problem-solving skills. Ability to work independently while contributing positively to a collaborative team environment. Demonstrated professionalism, integrity, and sound judgment. Ability to maintain confidentiality and exercise discretion. Preferred Qualifications Bilingual English/Spanish proficiency (spoken and written). Experience working or volunteering in nonprofit organizations, social services, healthcare, behavioral health, education, community outreach, customer service, or related fields. Previous internship, volunteer, or work experience serving diverse populations. Familiarity with Los Angeles County community resources and human services. Schedule & Training 211 LA operates 24 hours a day, 7 days a week, including weekends and holidays. At this time, we are hiring for afternoon, evening, overnight, and weekend schedules. Current shift start times include: 12:00 PM – 8:30 PM 1:00 PM – 9:30 PM 2:00 PM – 10:30 PM 2:30 PM – 11:00 PM 3:30 PM – 12:00 AM 6:00 PM – 2:30 AM 10:00 PM – 6:30 AM 10:30 PM – 7:00 AM Schedules include working both Saturdays and Sundays. Schedules are assigned based on operational needs. Candidates hired for this role will be hired directly into one of the available schedules mentioned above and will be expected to consistently work their assigned shift. Holiday availability is required, and consecutive days off are not guaranteed. Successful candidates must attend and successfully complete 6-8 weeks of mandatory training. Full attendance throughout training is required. Training schedules may differ from an employee's assigned work schedule once training is successfully completed.  Compensation $21.85 per hour Bilingual differential available for qualified English/Spanish candidates. Benefits Comprehensive medical, dental, and vision coverage Retirement savings plan Employee Assistance Program (EAP) Professional development and training opportunities Flexible work arrangements following successful completion of training Paid time off and other agency benefits in accordance with applicable policies and collective bargaining agreements Physical Demands & Working Conditions The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Prolonged periods of sitting while working at a computer workstation. Frequent use of a computer, keyboard, mouse, and headset throughout the workday. Ability to lift and carry up to 20 pounds. Ability to communicate effectively by phone, video, chat, and email for extended periods. Employees must maintain a reliable high-speed broadband internet connection with a minimum speed of 100 Mbps download and 25 Mbps upload. The connection must be stable enough to support continuous use of VPN, cloud-based applications, VoIP/call center software, and video conferencing without service degradation. A wired Ethernet connection is strongly preferred over Wi-Fi whenever possible. Employees working remotely must maintain a professional, quiet, distraction-free workspace that protects the confidentiality of client information and allows for uninterrupted customer interactions. Equal Opportunity Employer 211 LA is an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace. We value the unique backgrounds, experiences, and perspectives of our employees and encourage applicants from all communities to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, medical condition, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local law.