Community Resource Advisor - Fixed Schedule Information & Referral Dep

DISCLAIMER: Accepting Bilingual applicants only. Proficiency in Spanish is preferred, but proficiency in any other language is welcome.

About the Organization: Since 1981, 211 LA  has been a non-profit leader engaging vulnerable populations and making critical service connections 24 hours a day, seven days per week. We work in close collaboration with government and other community-based organizations and are a trusted source of information supporting over 500,000 requests for service from residents throughout Los Angeles County. 

POSITION SUMMARY: As a 211 LA Community Resource Advisor, you’ll be at the frontline of our call center, handling incoming distress calls via telephone, SMS Chat, web chat, or other platforms. You’ll be dealing with sensitive, crisis-related topics such as suicide, abuse, mental illness, and more. The job is challenging, emotionally demanding, and deeply impactful. Your role involves conducting needs assessments and providing appropriate referrals while maintaining empathy and a non-judgmental approach. All calls are recorded for quality and training purposes, and you’ll report to a Performance Coach. Regular Community Resource Advisors are part of a bargaining unit represented by SEIU.

POSITION ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

• Assess human service needs via phone, text, SMS, or web chat by applying 211 LA assessment protocols.
• Search computer databases for appropriate human service provider referrals.
• Maintain appropriate documentation of work.

IDEAL CANDIDATE WILL HAVE:

• Broad general knowledge of human services and LA County service network.
• Willingness to address a diverse range of calls and challenges in a compassionate and non-judgmental manner, encompassing issues related to potentially sensitive crises such as abortion, suicidal ideation, alcoholism, mental illness, child abuse, and homelessness.
• Strong English and Spanish bilingual proficiency in oral and written communication (highly desirable and bilingual preferred). 
• Ability to type at least 35 wpm (words per minute).
• Effective organizational skills and the ability to simultaneously handle multiple activities with changing priorities.
• Outstanding written and verbal communication skills, along with strong analytical skills.
• Effective and comprehensive computer skills, including Microsoft Office. (Virtual Communication Platform, Chat/Instant Messaging, etc.)
• Effective time management skills.
• Strong problem-solving skills.
• Ability to work independently and in group settings; collaborative teamwork.

• • Must be able to work a fixed schedule, including evenings, nights, weekends, and holidays. (Days off will not be consecutive days off).

• Attendance and successful completion of training in the office (6-8 weeks) is a mandatory requirement.

• Must have excellent customer service skills.
• Strong ethical and moral values.

PHYSICAL DEMANDS: As a 211 LA Community Resource Advisor, you must regularly work at a desk, conference table, and computer for extended periods. You will be frequently required to sit.  You will be required to drive to the 211 LA office to pick up or return equipment, exchange or update company equipment, or for meetings/training as requested.

REQUIRED EDUCATION AND/OR EXPERIENCE: A minimum of a high school diploma or GED. Social services or related experience (highly desirable).

TECHNICAL REQUIREMENTS:

For this hybrid position, you must have the following:

• Solid internet connection (10 Mbps)
• Quiet space without distractions
• Must be able to work independently and get the job done

COMPENSATION: As a Community Resource Advisor, the hourly compensation starts at $19.64.  Bilingual Differential if Applicable.

EMPLOYEE BENEFITS:

• Full Medical, Dental, Vision and Chiropractic/Acupuncture Coverage. 
• 401(k) Plan with 4% Employer Contribution (After 1 Year of Employment).
• Employer-Sponsored Basic Life Insurance.
• Voluntary Supplemental Life Insurance and Long Term Disability Insurance.
• Employee Assistance Program (EAP).
• Voluntary Pet Insurance (VPI).
• Voluntary Flexible Spending Account.
• Voluntary Legal & ID Theft Services.

VETERANS OR FORMER MILITARY WELCOMED 211 LA is an equal opportunity employer and complies with all applicable federal, state, and local employment laws. 211 LA strictly prohibits and does not tolerate discrimination based on race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, age, disability, military status, or genetic information. This applies to all stages of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

211 LA complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local laws. Consistent with those requirements, 211 LA County will reasonably accommodate qualified individuals with a disability if such accommodation would allow the individual to perform the job's essential functions unless doing so would create an undue hardship. 211 LA will also provide reasonable accommodations for an employee’s religious beliefs or practices unless doing so will not create an undue hardship. 211 LA prohibits any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.