Information Specialist
ORGANIZATION SUMMARY
United Way of Salt Lake (UWSL) is changing the way organizations, communities, schools, governments, and individuals work to fix complex social problems. Together, we can help every child and family succeed at school and life. UWSL’s workplace is fast-paced, friendly, adaptive, and grounded in our core values: relationships, continuous improvement, results, and innovation. We offer competitive compensation including a comprehensive benefit package, generous paid time off, and flexible schedules. People with diverse backgrounds and abilities are encouraged to apply. Join us in changing the world, and giving everyone in our community the opportunity to live their best life.
POSITION SUMMARY
This position is for the purpose of helping with 2-1-1 incoming calls. By directing community members to essential resources, this position is key in providing resources and referrals. It is a full-time position with the possibility of increasing to 40 hours during certain months of the year. This position is to be scheduled within regular business hours 8am – 8pm, Monday through Friday. Hours are subject to change as needed due to call volume demands.
ESSENTIAL FUNCTIONS
- Respond to requests from the community for information about available programs, volunteer opportunities, and human service agencies
- Maintain accurate record of calls received
- Request data from callers and accurately record in database
- Follow call process as required for quality or contract specifications
- Perform follow-up contacts with clients or service providers as needed
- Be able to speak to those in crisis and connect to appropriate agency and/or de-escalate the situation
- Help with promoting the center by occasionally participating in public relation efforts
- Ensures email and after-hours messages are returned within 24 hours and provide necessary reports
- Available for holiday coverage
- Performs other related duties as assigned by the supervisory personnel
REQUIRED COMPETENCIES
- Be empathetic to the caller even when situation on the call might be difficult
- Strong communication skills and are able to give and receive feedback
- Build trust quickly on a call and communicate sometimes difficult information
- Take control of the call and set boundaries
- Work in a sometimes high stress environment
- Able to multitask and work with different programs on a daily basis
- Reliable and trustworthy both with their team and for the callers
- Be flexible since change is always happening on the call floor
- Action-oriented individuals that enjoy taking on new opportunities since there are several opportunities to work on projects throughout the year outside of taking phone calls
QUALIFICATIONS
- Bachelor’s degree in business or human services field OR equivalent directly related experience
- Must be able to work in a professional manner with a wide variety of personalities and backgrounds
- Demonstrate strong written and oral communication skills both in English and Spanish
- Demonstrate and document ability to work with multiple software, databases, and other programs
- Excellent interpersonal and problem solving skills
- High standards of professional ethics and conduct
- Required to be fluent in Spanish both oral and written
PHYSICAL REQUIREMENTS
The employee is regularly required to communicate clearly and exchange accurate information interpersonally or through communication devices. Must be able to learn new systems and procedures, prepare and analyze data and figures, constantly operate a computer and other standard office machinery. The position requires occasional movement throughout the office to access files, papers, or move supplies weighing up to 25lbs. Must be able to remain in a stationary position 75% of the time.
BENEFITS
This is a full-time (32-40), non-exempt position; pay starts at $15 per hour.
APPLY
Please visit UWSL’s Career Center. A complete application will include a resume and cover letter. You may contact jobs@uw.org if you have any questions regarding employment opportunities.