a The Community Resource Specialist will skillfully and
compassionately connect Marylanders with health and human service
assistance to link persons seeking help to available community
resources. Interface with 211 Maryland United Way Helpline staff,
volunteers and clients, United Way staff, nonprofit community, and
public audiences. This position will also provide public education on
health and human service issues, community resources and the
services of 211 the helpline provided by United Way of Central
Maryland. This is a position where you may not be seeing clients face
to face, but you are working with them directly to guide them in
receiving assistance. This can come from several different resources.
From Eviction prevention assistance, food pantry services, job
placement assistance, substance abuse/addiction treatment
resources, and so much more. They also have information where
people can ask questions about getting the Covid-19 vaccines as well
as answer any questions people may have. I feel this is a great way to
connect with those who need help, and provide assistance, as it also
eliminates any embarrassment of meeting people face to face as that
may be a deterrent from people who are seeking help. The person in
this role works with many different branches of the United way and
has a great understanding of what resources that are available to
them. Some may view this as a call center position, and yes there may
be some aspects that may be reflective of that. I feel the best part
would be being able to help people get the help they need. I my
opinion that would come with a great deal of satisfaction. In this
position you will coordinate with the different partnering agencies
under the United Way umbrella.
The responsibilities include:
• Provide skilled information and referral services in response to
requests for help, primarily by phone. Interview callers and
assess service needs using the principles of active listening. Use
the computer to identify appropriate resources and provide
information on eligibility requirements and availability of
services. Assist clients with problem solving. Recognize and
respond appropriately to people in crisis. Maintain accurate
records of each contact with client.
• Provide education and training on the information and referral
process, community resources, community needs and human
service issues to United Way staff, community groups, agencies,
and other organizations. Make presentations on 2-1-1 Maryland
at United Way of Central Maryland’s products and services at
community and business events. Conduct 2-1-1 call listening
sessions for key stakeholders. Participate on select committees
as assigned to provide expert information on the health and
human service system and community issues. Support campaign
through public speaking as needed.
• Conduct follow-up on callers per 2-1-1 MD at United Way of
Central Maryland’s policy. Engage in special campaigns that are
relevant and consistently changing in the way that we work.
Resources:
Position summary statement. Community Resource Specialist, 211
MD UW Helpline | Nonprofit in Greater Baltimore | United Way of
Central Maryland. (n.d.). from
https://www.uwcm.org/careers/community-resource-specialist-211-
md-uw-helpline
Woodside, M. R., & McClam, T. (2018). An Introduction to Human
Services (9th ed.). Cengage Learning US.
https://mbsdirect.vitalsource.com/books/9781337671262
