b 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
