About this role
The Community Care Advocate answers calls and provides information and referrals to community members who are in need of assistance. The incumbent in this position demonstrates compassion and empathy while employing exceptional listening skills in order to fully understand caller's needs and recommend effective alternatives for resolution.
Key Responsibilities:
- Process a high volume of incoming calls from low-income clients seeking information and referrals for social services. This may include: food, clothing, shelter and housing, and utility bill payment assistance.
- Employ listening skills in order to understand all of the caller's needs.
- Demonstrate a high degree of empathy, showing the appropriate levels of care and understanding, without being, or being perceived as, judgmental.
- Identify and offer effective solutions to both expressed and latent needs.
- Connect callers with resources in the caller's area that offer assistance.
- Utilize the department's database information, demonstrating technical skills that lead to efficient and effective outcomes.
- Report inaccurate database information to the Resource group for correction.
- Record caller data accordingly to prescribed policies.
- Represent United Way 2-1-1 at community events designed to inform people in the community about 2-1-1 services.
In addition to the core responsibilities of the position, may be asked, or may seek, to engage unique abilities, strengths and passions through participation on cross-functional teams.
Competencies:
- Communicates Effectively
- Relationship Management
- Adaptability
- Tenacity
- Continuous Learning
- Self-Management
- Drives for Results
- Problem Solving / Critical Thinking
- Customer Focus
- Teamwork and Inclusion
- Self-Awareness
Demonstrated Abilities:
- High-impact, customer-focused telephone communication skills
- Effective listening and problem solving involving customer service via telephone
- Ability to function successfully in a fast-paced, often stressful work environment
Acquired Knowledge:
- High school diploma, with some social services coursework or experience preferred
- A minimum of 1 year of experience in a high-volume crisis center
- Basic computer skills, including MS Word, Outlook, Excel, and Internet searches
United Way for Southeastern Michigan is an Equal Opportunity Employer.
This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.
Other facts
About United Way for Southeastern Michigan
We mobilize the caring power of Detroit and Southeastern Michigan to improve communities and individual lives across Wayne, Oakland, Washtenaw, and Macomb counties in measurable and lasting ways.
IN OUR REGION, NEARLY 40% OF HOUSEHOLDS STRUGGLE TO MEET THEIR BASIC NEEDS.
Even before the COVID-19 pandemic hit Southeastern Michigan, families in our community were struggling. Now, the situation is dire.
People are struggling to find jobs, or they’re working, but not making enough to provide for their families. Parents are forced to choose between feeding their children and paying the rent. Senior citizens have to go without prescriptions. Children struggle to keep up in school. College students have to go without health care.
This is a problem in every city in our region — and the problem is growing. This affects your neighbors, coworkers, and friends. This is everyone’s problem.
Without stable households, children will never be able to thrive. And if children aren’t thriving now, they won’t be prepared to build stable households in the future — or a stable community.
Together, we can break the cycle.
At United Way, we work to build communities where all households are stable and every child can thrive.
What you'll do
- The Community Care Advocate processes a high volume of incoming calls from low-income clients seeking information and referrals for social services. They demonstrate empathy and effective listening skills to understand caller needs and connect them with appropriate resources.
Ready to join United Way for Southeastern Michigan?
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