Job Title: Resource Specialist

Department: Ohio 211

Reports To Resource Manager

Job Status: Part-time, Hourly, and Non-exempt (24 per week)

STATEMENT OF THE JOB

The Resource Specialist ensures the accuracy and completeness of the 2-1-1 database and assists employees and the public in accessing the information contained in the database effectively. Responsible for direct and supportive service delivery, quality assurance, development, and training.

ESSENTIAL FUNCTIONS

• Manages, updates, and maintains the 2-1-1 database, adhering to the database style guide and taxonomy standards set by 2-1-1.
• Serves as a community liaison for 2-1-1 by representing the organization professionally at community meetings.
• Manages, updates, and maintains special projects and initiatives.
• Assists agencies that want to be included in the 2-1-1 database, including mailing/emailing/faxing the appropriate inclusion forms.
• Develops and updates all procedures related to resource data.
• Monitors community media (print or internet) for new services, programs, and agencies.
• Attends community meetings with the purpose of learning about resources for the 211 information and referral database.
• Assists with 2-1-1 reports, follow-Up lists, and follow-Up reports, and other reports as needed.
• Assists in database training for all contact center staff.
• Assists-in the coordination, monitoring, and implementation of referral processes.
• Establishes priorities systematically, differentiating between urgent, important, and unimportant tasks.
• Completes all other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• Combination of a high school degree and a minimum of 2 years’ professional experience in the human services field
• Willingness and ability to meet AIRS (Alliance of Information & Referral Systems, Inc.) certification standards.
• Successful training in and daily use of the information and referral software.
• Within 24 months of hire, successful completion of the AIRS certification program for Certified Resource Specialists (CRS). The CRS designation is an acknowledgement of demonstrated competence in the field of information and referral.
• Experience in a call center is preferred.

KNOWLEDGE/SKILLS/ABILITIES

• Excellent computer skills.
• Ability to work independently with minimal supervision.
• Ability to maintain professional expectations.
• Excellent verbal and written communication skills.
• A team-player and a positive attitude are necessary.
• Ability to build and maintain relationships with a diverse population.
• Ability to work on-call and, during times of disaster, ability to work evenings, weekends, and holidays.
• Assists in the cross-training process of employees to develop potential.