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211 Specialist - Part-Time

Insperity Orlando, FL

  • Employment Type Full-Time
Heart of Florida United Way is the largest non-profit provider of funds to our most critical health and human service programs serving Central Florida. Our non-profit fundraising efforts ensure that quality health and human service programs are available for hundreds of thousands of residents in Orange, Osceola and Seminole counties.
Core Values:
  • Passion Dive in- Create enthusiasm and inspire others.
  • Authenticity Be Real- Keep it honest and set the example.
  • Collaboration Live United- Work together and mobilize for change.
  • Empowerment Own it- Be courageous and make it happen.

211 Specialist – Part-Time
We are seeking a dedicated 211 Specialist to answer inbound crisis and social service referral contacts via phone, text, chat and email. We will rely on you to provide individuals with crisis de-escalation, problem solving, brief assessment and appropriate social service referrals. All client and resource information will be recorded accurately in the appropriate contact center database.

  • Answer phone calls with an appropriate tone of voice, paying close attention to voice inflection and volume.
  • Answer chats, texts and emails using correct spelling grammar, and professional language, paying close attention to the inclusion of feeling reflections.
  • Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.
  • Identify and reflect the feelings of all contacts.
  • Assess contact’s needs or situation using pertinent questions and the principles of active listening.
  • Provide appropriate screenings for specialized programs or appointment setting.
  • Advocate for clients when appropriate.
  • Complete assessments for clients in high risk situations.
  • Access multiple 2-1-1 databases for resources and appropriately refer contacts.
  • Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
  • Maintain accurate data collection on all contacts in the appropriate database.
  • Maintain acceptable level of contact handling and customer service performance as described by 2-1-1 training standards. This includes handling multiple chats, texts and emails simultaneously.
  • Complete all training for new programs and services related to 2-1-1 and providing feedback as needed.
  • Actively participate in committees, teams and task forces as needed.
  • Ability to work alternative schedules.
  • Perform other duties as assigned including, but not limited to, working alternative shifts and/or schedules.

  • High school diploma/GED required, Bachelor’s degree in Social Work, Sociology or related field preferred. Equivalent combination of education and experience will be considered.
  • Ability to effectively assess client needs and show sensitivity to issues presented by contacts.
  • Ability to communicate orally and in writing.
  • Ability to work in a high paced contact center.
  • One year experience in contact center, crisis hotline or information and referral service preferred.
  • Ability to work in multiple client management databases.
  • Bilingual highly preferred.
  • Ability to type 35 WPM required.
  • Experience with Microsoft Office products such as Outlook, required. Access or other relational database experience is helpful.
  • Demonstrated knowledge of health and human services desired.
  • AIRS or AAS certification preferred.

AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.




Orlando, FL
32804 USA