Job Title: Community Impact Assistant / 211 Call Specialist
Reports To: Community Impact Director
Location: Charleston, WV (with regular local travel required)
Employment Type: Full-time / Hourly
Position Summary:
The Community Impact Assistant / 211 Call Specialist is a dual-role position that supports UWCWV’s mission by assisting with community-based programs and providing direct support through the WV 211 helpline. This role involves client intake, resource navigation, event support, and connecting individuals to essential services via phone and in-person interactions.
Key Responsibilities:
Community Impact Support
- Assist with daily intake of clients seeking services through UWCWV’s Community Impact programs.
- Provide referrals to local social service agencies, healthcare providers, and other community resources.
- Maintain up-to-date records of client interactions, referrals, and outcomes using appropriate documentation tools.
- Distribute educational materials and assist clients with understanding available resources.
- Collaborate with community partners, including healthcare providers, food distribution sites, and nonprofit agencies.
- Assist with logistics and outreach for “pop-up” food distributions, community health events, and program initiatives.
- Support data entry, program evaluation, and reporting tasks.
- Participate in team meetings and relevant training opportunities.
- Perform other duties as assigned to support UWCWV’s mission.
WV 211 Call Specialist Duties
- Respond to incoming calls, chats, or texts on the WV 211 helpline, providing information and referrals for health, human, and social services.
- Utilize active listening and empathy to assess caller needs and provide appropriate assistance.
- Document all interactions accurately in the designated database systems.
- Stay informed about community resources and services to provide accurate information to callers.
- Follow established protocols for crisis intervention and emergency situations.
- Collaborate with other 211 team members to ensure consistent and high-quality service delivery.
Qualifications:
- High school diploma or equivalent required;
- Prior experience in community outreach, social services, or call center environments is strongly preferred.
- Strong interpersonal, communication, and organizational skills.
- Ability to work with diverse populations in a respectful and culturally competent manner.
- Proficiency in computer applications, including Microsoft Office and database systems.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Must have reliable transportation and a valid driver’s license for community outreach activities.
Working Conditions:
- Primarily office-based with regular travel throughout the UWCWV service area.
- Occasional evening or weekend hours for special events.
- Ability to lift up to 25 lbs. during outreach activities.
To apply, please send resume and 2-3 references to kcooper@unitedwaycwv.org
