What are the responsibilities and job description for the Community Care Advocate position at United Way for Southeastern Michigan?
Come meet Tasha! She works as a Community Care Advocate in the 2-1-1 department at United Way for Southeastern Michigan. She loves helping her community each day and knowing that she's making a difference in the community that she loves. She likes her schedule of 12:30 PM-9:00 PM which gives her the flexibility she needs during her mornings. Some of Tasha's coworkers work other shifts, but Tasha likes the schedule she started with.
Let's have a glimpse of Tasha's day.
Each morning she's able to spend time with her family and still has time to get to any appointment she may have. She's then able to have lunch, sit down in her home office, log into work, and check for essential updates before she signs into the call queue to receive her first call of the afternoon.
Tasha: "Thank you for calling United Way 2-1-1, my name is Tasha and I live United. How can I help you?"
Caller: "Hi I was told you could help me...."
Tasha's first call was from someone asking about utility assistance. Tasha helped find her caller some community support for utility assistance and asked about some other circumstances and was able to connect him with other areas of support related to unemployment and SNAP.
'Wow what a nice client to start the day!' she thinks as she grabs a sip of water.
Tasha: "Thank you for calling United Way 2-1-1, my name is Tasha and I live United. How can I help you?"
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
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.
Candidates must submit proof of COVID Vaccination along with any employment offerings.