2-1-1 Appointment Specialist

My United Way 2-1-1 is seeking a new member for its professional team!

This flexible temporary position is responsible for completing assessments and scheduling appointments for Volunteer Income Tax Assistance as well as coordinating accommodations for those with barriers to obtaining services. Employment to begin on or after 1/15/2019 and end no later than 4/15/2019. Up to 29 hours per week. Hours are flexible between 8:00 AM - 5:00 PM, Monday-Friday and pay is between $13 - $15/hour. Possibility of permanent full-time employment for the right candidate.


Excellent verbal and written communication skills. Ability to maintain a courteous and professional attitude at all times. Must have active listening and problem solving skills. Knowledge of community, regional and state human and social service resources a plus. Ability to work both independently and as part of a team. Ability to work in a demanding/stressful environment. Must be flexible in a constantly changing environment.

Demonstrated personal computer skills with MS Office applications and other software applications.


Essential Duties: 

Information & Referral Services - 60%

Answer incoming phone calls to provide information and referral service activities which includes conducting a brief assessment to determine eligibility, scheduling appointment and providing referral.

Provide prescreening and general information about Supplemental Nutrition Assistance Program

Provide excellent customer service.

Respond to callers with patience, objectivity and nonjudgmental attitude.

Provide advocacy for inquirers when needed by interacting with clients and Supervisor in resolving problems and providing information.

Maintain confidentiality of client records.


Call Documentation – 35%

1. Follows program protocols in completing client demographics, referrals and needs documentation.

2. Makes sure documentation accurately reflects what transpired during the call.

3. Completes optional fields whenever information is available.

4. Writes clear, concise case notes when required.


Follow-Up Services – 5%

1. Conducts follow-ups as mandated by agency protocol.

2. Appropriately documents all follow-up results and outcomes.

3. Accurately enters Outcome Survey results

4. Address and mail reminder appointment confirmations.

Minimum Qualifications:

Minimum High School Diploma or equivalent. Some college education in human services, social work or related field preferred. Relevant related experience and strong desire to work in social services a plus.

To be considered, the application must include full job history and be signed. Cover letter is highly recommended.  


Equal Opportunity Employment Employer/Veterans/Disabled. 

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