HYBRID UNITED WAY 211 INTERNSHIP PROGRAM
HYBRID UNITED WAY 211 INTERNSHIP PROGRAM (CALL SPECIALIST OR RESOURCE COORDINATOR)
PROGRAM DESCRIPTION: United Way 211 provides comprehensive 24-hour information and referral phone line in the areas of 12-counties in New York State. 211 is the number to both get and give help. United Way 211 offers free, confidential assistance from trained community information and referral specialists. People call to get information on a wide range of area resources or assistance with basic life needs and personal issues. Typical call topics include food, shelter, financial and legal help, parenting and childcare, elder care, alcohol and other drug abuse, mental health, recreation, crisis intervention, employment and education, domestic violence, volunteer opportunities, child abuse and neglect, health care, and disability. United Way 211 works closely with many of the social service agencies in the service area and maintains a database of over 19,000 programs. The internship program successfully integrates the knowledge and skills of previous social work, human services delivery system courses offering learning experience of professional practice while providing direct information and referral to area residents applying the ethics and values of social work. It is also a great opportunity to learn about the available resources in the service area and find possible service gaps and unmet needs.
JOB DESCRIPTION: In an average week, we would expect the student to work 15-20 hours with flexible schedule doing 211 phone coverage, resource work, and attending United Way staff meetings and other meetings with partner agencies and service fairs representing United Way 211.
LEARNING OBJECTIVES
• United Way 211 guidelines, policies, and procedures
• Comprehensive view of the services provided by public and nonprofit agencies and programs in the service area
• Effective research of available resources
• Skills contacting area service providers to perform agency update
• Proficiency in using and updating 211 resource database
• Work with diverse population
• Insight into the needs (met and unmet) of residents living in the service area
• Interviewing
• Active listening
• Problem assessment
• Problem analysis
• Problem solving
• Crisis intervention
RESPONSIBILITIES
• Assist with the maintenance of community resource information in the United Way 211 database through formal/informal updates, research, outreach, and data classification
• Work with team members to identify and recommend areas for improvement to ensure quality service provision to the community
• Assist team with identification of unmet needs in the community
• Staff the 211 lines and connect callers with resources
• Respond to callers in a supportive, empathetic manner is critical
POSITION REQUIREMENTS
• Experience working with or demonstrated understanding of social services
• Strong communicator with people of diverse backgrounds and situations
• Comfortable conveying empathy as well as resources over the phone
• Strong proven computer experience including Microsoft Word, Microsoft Outlook, and Internet navigation
• Detail oriented
• Multi-tasking
• Must have proven ability to work both independently and as part of a team
• Regular and reliable attendance
TRAINING PROVIDED BY UNITED WAY 211
You will receive 25-30 hours of training in the respective areas.
CONTACT INFORMATION
Lini Jacob, Chief Information and Referral Officer
Email: LJacob@uwwp.org
Phone: 914-993-3710
