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GENERAL FUNCTION:
The Community Resource Specialist at North Sound 211 is responsible for providing information and referral services to individuals seeking connections to essential community resources to meet their basic needs. Operating within the North Sound Region, including Snohomish, Skagit, Island, Whatcom, and San Juan Counties, this role is integral to facilitating access to critical services. North Sound 211 adheres to established Inform USA standards and is part of the statewide WA 211 network of regional call centers. The typical operating hours for North Sound 211 are Monday to Friday, 9am to 4pm. Furthermore, this position serves as the primary access point for Coordinated Entry Intake in Snohomish and Skagit Counties.
PRINCIPAL ACTIVITIES:
Conduct assessments to understand the unique needs of callers, enabling tailored resource recommendations and referrals.
Provide accurate and timely information and referral services to individuals contacting North Sound 211 seeking assistance with basic needs, including housing, food, healthcare, employment, and more.
Provide monthly follow-up calls to clients, to track referrals provided and the outcome.
Assist in seeking out information, reviewing, developing, and indexing pertinent community information, and perform outreach and community building as needed.
Maintain and manage all caller records, case notes, and other documentation, ensuring confidentiality and accuracy in Vision Link (211 database), in accordance with WA 211 and Inform USA Information & Referral standards.
Responsible for completing Snohomish County Coordinated Entry (housing) and Prevention intake assessments.
Responsible for Skagit County Coordinated Entry intake, vulnerability assessment, and referral matching in Clarity- the Homeless Management Information System (HMIS) utilized for Skagit County community members.
Complete case notes in respective HMIS database for Coordinated Entry clients in Snohomish and Skagit Counties.
Complete follow-up calls to Skagit County Housing Interest Pool clients that have not checked in.
Complete assessment screening for rental assistance eligibility.
Stay updated on changes in community resources, best practices, and relevant policies to provide the highest level of service to callers.
Regularly check emails throughout the day to ensure communication between all Housing Services staff members.
Assist in the training and on-boarding of new staff, to help form a stronger, more unified team.
Complete other duties as assigned to assist in the overall function of the program.
QUALIFICATIONS:
Associate degree or 2 years of experience in a related field (BA/BS preferred).
Previous experience in information and referral services, social services, or related roles.
Excellent communication skills and the ability to interact effectively with diverse individuals.
Ability to deal effectively with the public both over the phone and in person.
Strong knowledge of local community resources and social service systems.
Proficiency in computer applications and data entry.
Working knowledge Microsoft Office products, including Word, Excel, and Outlook, required.
Compassion, empathy, and a strong commitment to supporting the community.
Ability to maintain confidentiality and work within established guidelines.
Experience in multi-tasking, specifically with computer programs while engaging in a call.
Ability to gather and organize information.
Self-starter and ability to work with little or no supervision.
Previous call center and/or customer service experience preferred.
Prior experience in maintaining case notes is advantageous.
Flexible with respect to scheduling, especially during “surge staffing/disaster events;” some weekends or shifts outside your schedule to accommodate resource events and fairs.
Comfortable helping others in high stress, pressure, and conflict situations.
Commitment and ability to engage in an empathetic, non-judgmental way.
Ability to work alongside people with different cultural attitudes and behaviors effectively.
Demonstrated sensitivity to the needs of clients experiencing housing instability and at risk of homelessness.
Strong attention to detail and data integrity.
Highly developed interpersonal skills with the ability to work cooperatively with all staff members.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
Ability to perform a range of physical motions including, but not limited:
Frequently sits for extended periods while performing desktop activities.
Repetitively uses hands and wrists on computers and telephone.
Dependable transportation.
Abide by all COVID safety requirements when performing duties in the office.
Benefits:
Vacation and Sick Time: accruals are based on hours worked, available to use after 30 days of employment.
Holidays: 8 paid per year
Floating Holidays
Medical, Dental, and Vision
Health Savings Account (HSA)
Flexible Savings Account (FSA) – medical & dependent care
Free Employee Assistance program
403(b) Retirement Plan matching
Paid travel time between clients; Mileage reimbursement; and free trainings
