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
