Hybrid Community Resource Advisor

Description

COMMUNITY RESOURCE ADVISOR

Type: Full-time, Non-exempt

Typical Hours: Shift options 24/7

Department: 211 Contact Center

Location: Hybrid with office in Riverside, CA

Reports To: 211 Contact Center Operations Supervisors

Grant Funded: Yes

Eligible for Transfer: Yes

Pay Range: $20.00-$20.50 per hour, payable bi-weekly

Benefits: Medical, vision, and dental coverage; long-term disability and other insurance; 403b retirement plan; sick leave; and generous vacation time

Application Closing Date: Open until filled

WHO WE ARE

In partnership with Inland SoCal United Way, Inland SoCal 211+ mobilizes communities to action so all can thrive. For over 90 years, we’ve answered the call, actively listening and responding to local needs. We champion community resiliency, financial security, and health under the values of excellence, empathy, and equity. With over 100 staff members and 1,200 volunteers, we serve 1 million people in Riverside, San Bernardino, and East Los Angeles Counties. Together with community partners and those we serve; we're working towards a future where every person in our communities can achieve what they envision for their lives. To learn more about our workplace culture, visit www.inlandsocaluw.org/careers.

WHO YOU ARE

Mission-Focused: Your goal is to create change for better lives and healthier communities. You engage donors, volunteers, and the community, striving to accomplish shared goals and making the best judgments for the community and organization.

Relationship-Oriented: You prioritize people over processes, cultivating relationships for common goals. You value diversity, practice effective communication, and actively listen to diverse input.

Collaborator: You achieve change through collective action and partnership. You share community knowledge, focus on shared goals, and seek win-win solutions while maintaining core values.

Results-Driven: You are dedicated to measurable goals for the common good. You communicate goals, motivate others, promote innovation, and drive resources to deliver excellent service.
Brand Steward: You grow and protect the organization's reputation with integrity and strong ethics. You act according to the organization's values, take appropriate action, and maintain transparency.

JOB PURPOSE

Community Resource Advisors (CRAs) are a passionate team of over 20 people who respond to community requests for health and human services, 24 hours a day, 7 days a week, 365 days a year. As a CRA, you have a unique opportunity to build social sector experience and advanced customer service skills while providing the best quality service to improve lives. Specialized ongoing training equips CRAs with skills, knowledge, and tools to be successful in this position and beyond. CRAs are the frontline of information and referral for community members who need help with housing, food, utilities, childcare, transportation, healthcare, and other needs. Join a powerful team of changemakers!

ESSENTIAL DUTIES

• The 211 Contact Center operates 24/7/365, and staff must be available to work nights, weekends, and holidays. Shifts may be rotated as needed to ensure quality of service.

• Assist community members by answering incoming calls, texts, chats, and emails efficiently according to established standards, providing community members receive high quality service and ensuring that caller data is collected and entered accurately into the database.

• Assess caller needs, screen eligibility, and identify and refer appropriate resources.

• Assist callers with enrollment services and any social service needs, using motivational interviewing techniques to understand their immediate expressed needs as well as unexpressed needs that require further identification.

• Answer calls involving mental health crisis and suicidality. (CRAs receive specialized training and support before they start to take these calls.)

• Proactively identify and report resource issues, such as inaccurate or unavailable information, or call script or other tool issues, using 211 protocols.

• Conduct follow-up surveys with callers to determine referral effectiveness and outcomes, customer satisfaction, and other support needs.

• Maintain performance level requirements and learn through various methods to maintain appropriate knowledge of programs and services.

• Participate in onboarding and ongoing training, department and organizational huddles and in-person gatherings, and monthly Quality Assurance sessions to ensure service quality and continuous improvement.

Community work is ever-changing because the needs of the community are our foremost mission. This list represents the typical responsibilities of the role, but other duties may be assigned. You will be expected to perform other tasks as required by your role and the organization's operational needs.

Requirements

QUALIFICATIONS

• Applicants should have the education, experience, and/or training necessary to fulfill the job duties and responsibilities. Examples of how this requirement may be met include:
• Bachelor's or Associate’s degree in health or human services such as social work, human services, sociology, psychology, public health, or a related field with 1 year of relevant experience; OR
• High School Diploma, GED, or High School Equivalency with 2 years of relevant experience.

Must have:

• Strong computer skills and competence in Microsoft Office environment.
• Strong private internet connection when working remotely.
• Willingness to become Inform USA Certified.
• Commitment to attending in-person requirements such as working in-office when required for training or quality assurance and attending organizational gatherings.
• Ability to complete crisis and suicide training within 90 days of hire.

Preference for:

• Call center or customer service experience, and/or
• Social service experience at an organization serving people experiencing housing instability, homelessness, food insecurity, or other needs related to low-income.
• Ability and commitment to using a trauma-informed and equity lens and empathetically respond to the interconnectedness of barriers experienced by participants.

Physical Requirements: Work is performed in an office using standard office equipment such as the telephone, computer, fax machine, and copier. Tasks include moving objects like laptops and chairs, repetitive wrist and hand motions, document preparation and analysis, transcribing information, navigating software, and prolonged sitting. These represent what is necessary to perform the essential duties. Reasonable accommodations for individuals with disabilities will be provided, as required by applicable law.

Remote and Hybrid Work Requirements: For work performed remotely, employees must have access to a private high-speed internet connection and private work area in which non-employees cannot access or overhear confidential information. Remote work locations are subject to the same professional conduct and safety requirements as in-person work.

Communication: Demonstrate effective verbal and written communication skills, including but not limited to active listening and the ability to adapt communication style to the audience (e.g., colleague, client, external, in-person, virtual, or written), as appropriate to role.

Lived Experience: Applicants who share lived experience with the communities and populations we serve are strongly encouraged to apply.

These are basic qualifications to meet the requirements of the position. However, we encourage individuals to apply if they believe they have the necessary skills, knowledge, and experience to perform the job duties, even if their qualifications do not match 100%. We encourage applicants to think broadly about their background and skill set to thrive in the role.

GRANT FUNDED POSITION & TRANSFER ELIGIBILITY

This full-time, non-exempt position is funded through multiple grants and contracts and carries the possibility that it may not be renewed if further funding is not obtained. With cross-training, sufficient

performance, and job availability, this position is eligible to apply for transfer or promotion to similar internal positions such as CalFresh Enrollment Specialist, Crisis Helpline Specialist, or 211 Contact Center Supervisor. The availability of grant funding or an open position does not guarantee transfer, promotion, or continued employment.

HIRING POLICIES

Inclusion: People who are justice involved, people of color, people who identify as LGBTQIA2S+, and people with disabilities are highly encouraged to apply for vacant positions at all levels.

Equal Employment Opportunity: Employment opportunities at ISC211+ are based upon one's qualifications and capabilities to perform the essential functions of a particular job. All employment opportunities are provided without regard to race, religion, color, sex, national origin, age, military status, veteran status, disability, genetic information, ancestry, medical condition, reproductive health decision making, marital status, victim of violence status, gender identity, gender expression, sexual orientation, or any other characteristic protected by applicable law.

Fair Chance Act: ISC211+ will consider qualified applicants with a justice-impacted history under the California Fair Chance Act. You do not need to disclose your criminal history or undergo a background check until a conditional job offer is made. If a conviction directly related to the job is found, you will have the opportunity to explain, provide mitigating evidence, or challenge the report's accuracy.
Pre-Employment Screening: All offers of employment are contingent upon satisfactory background screening and drug test results. As the recipient of federal funds, this company participates in E-Verify.