211 Community Resource Specialist (8 AM - 4:30 PM; Full Time)

In January 1971, Personal Assistance Telephone Help (PATH) commenced its phone assistance services, powered by the dedication of ISU students, faculty, and residents who volunteered their efforts. Initially focused on offering accurate information and support for students grappling with street drug issues, PATH's mission evolved to address the growing needs of Illinois State University and the Bloomington-Normal area. As time progressed, our mission expanded to encompass handling crisis calls, responding to information and referral requests, and providing a secure, confidential space for individuals to converse with well-trained, non-judgmental, and compassionate volunteers. Although our legal identity remains Personal Assistance Telephone Help, this name no longer encapsulates the diverse range of services we offer. Breaking free from the confines of phone-only assistance, PATH embarked on introducing programs tailored for specific populations. In the 1980s, the Board of Directors recognized this transformation, and our Doing Business As (DBA) name PATH, Inc. aptly reflects our broader mission: Providing Access to Help.

At PATH Inc., we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees and the communities we serve. PATH Inc. is proud to be an equal opportunity workplace and is an affirmative action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, are based on merit, competence, performance, and business needs, without regard to race, sex or gender identity, mental or physical disability, religion, age, national origin or ethnicity, sexual orientation, marital status, HIV status, veteran status, or parental (or pregnancy) status.

Position Overview:  As a Community Resource Specialist, you will serve as the frontline responder to individuals seeking information, referrals, and assistance through the 211-telephone service. Your primary responsibility will be to provide accurate, compassionate, and timely support to callers, connecting them with appropriate resources and services based on their needs. You will play a crucial role in linking individuals and families with community-based organizations, government agencies, and nonprofit service providers to address a wide range of social, health, and human service needs.

Key Responsibilities:

1. Answer incoming calls to the 211 service, and agencies we answer for, promptly and courteously.
2. Listen actively and empathetically to callers' inquiries, concerns, and requests for assistance.
3. Conduct comprehensive assessments of callers' needs through effective questioning and active listening.
4. Utilize the 211 database and resource directories to provide relevant information and referrals to callers.
5. Offer supportive counseling and crisis intervention when necessary, adhering to established protocols and procedures.
6. Collaborate with community partners, agencies, and service providers to stay informed about available resources and services.
7. Maintain accurate and detailed records of all interactions and referrals made, ensuring confidentiality and data security.
8. Continuously update knowledge of community resources, social services, and referral protocols through training and professional development opportunities.
9. Adhere to established quality assurance standards and performance metrics to ensure service excellence and customer satisfaction.
10. Participate in team meetings, trainings, and other organizational activities as required.
11. Contribute to the continuous improvement of the 211 service by providing feedback, suggestions, and ideas for enhancement.
12. Complete all onboarding and continuing education training in a timely manner.
13. Acquire the credential of Community Resource Specialist  (CRS) through Inform USA when eligible based upon equivalent experience and educational background.
    

Qualifications:

• High school diploma or equivalent required.

• Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Publisher)

• Previous experience in customer service, call center operations, or social services is highly desirable.
• Strong communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Excellent listening skills and the ability to demonstrate empathy and compassion towards callers in distress.
• Proficiency in using computer systems, databases, and telecommunication equipment.
• Ability to work effectively in a fast-paced, dynamic environment, managing multiple tasks and priorities simultaneously.
  
• Commitment to maintaining confidentiality, professionalism, and ethical standards in all interactions.

Schedule: 

• Monday - Friday
• 8:00 AM - 4:30 PM

Benefits:

• Hourly Pay: $17.00
• Remote work available after training and probationary period
• Paid time off
• Personal wellness days
• Paid sick leave
• Health insurance (Employer paid)
• Dental insurance (Employer paid)
• Life insurance
• Vision insurance
• 401K (after 1 year of employment)