FULL-TIME - JOB TITLE

2-1-1 Community Partner Outreach Specialist – Telecommuter (Western KY)

Manager, 2-1-1 Operations

MANAGER'S TITLE

DEPARTMENT

Community Impact

EMPLOYMENT STATUS

Regular — Full Time — Non-Exempt

About United Way of the Bluegrass

United Way of the Bluegrass (UWBG) works to create the opportunity for all members of our community to have a better life. We focus on the building blocks of a good life — a quality education, financial stability for individuals and families, and good health. The work of UWBG focuses on strategic initiatives, public education, advocacy, outcomes and evaluation, development and strengthening of partnerships/collaborations, convening, resource mobilization and investment as well as backbone and engagement strategies and activities. We bring together the voices, the expertise, and the resources to define, articulate and implement a common agenda for change for our region. That is what it means to "Live United" in Central Kentucky.

POSITION

 

The Kynect Resource Specialist will increase 2-1-1 Contact Center and network capacity to serve as the telephonic support for all residents in the United Way of the Bluegrass 2-1-1 coverage area accessing Kynect Resources in coordination with the Cabinet for Health & Family Services, and all organizations onboarding to support those residents. This position requires regular travel throughout the region as the Kynect Resource Specialist seeks to establish business-to-business relationships by networking with community providers and creating a referral network where clients are referred by UWBG 2-1-1 navigators to community partners in their area. The Resouce Specialist will also spend time making outbound calls to collect resource information, establish community relationships, and follow-up with clients who are seeking resource services in their area. This is a remote position.


ESSENTIAL FUNCTIONS 

 

  • Generate awareness through word-of-mouth and presentations about 2-1-1 contact centers in designated areas

  • Maintain knowledge and understanding of community resources, including information from the database and daily updates via Intranet and written resources.

  • Provide proactive outreach and reactive response to direct community partners to Kynect Resources, assist with submitting the partner request form, accepting their site, assist with questions related to the onboarding process and assist with directing the community partner to online training materials.

  • Review community partner access requests to Kynect Resources and approve or deny the requests within Kynect Resources.

  • Train/assist community partners with logging in to manage referrals and closing referrals-including backlogged referrals based on the specific need of the partner.

  • Share information about Kynect Resources with residents who interact with United Way and the 2-1-1 Contact Center.

  • Complete follow up calls to open referrals with outbound calling to confirm if the needs have been met or is still open, ensure the resident connects with the agency for support if needed and close the open referral in Kynect resources when necessary.

  • Develop new community resources using various research and collection methods including internet, survey forms, brochures and/or direct contact with service agency representatives.

  • Participate in and represent 2-1-1 in outreach to community groups, local businesses, and health & human service providers to enhance knowledge, understanding and use of 2-1-1 services.

  • Respond to calls and provide appropriate referrals.

  • Ensure ongoing performance quality of center by collecting statistical data and observing/monitoring daily operation.

  • Develop and maintain in-depth knowledge of the database system including but not limited to data entry, reporting, system maintenance, etc.

  • Maintain knowledge of all telephone and contact center equipment and software.

  • Have comprehensive knowledge of the taxonomy system used for the resource database.

  • Develop strategic partnerships with service providers, state organizations, etc. to support the mission of 2-1-1.

  • Participate in resource development efforts as requested.

  • Complete other projects/tasks as assigned.

SUPERVISORY RESPONSIBILITIES

None

CORE UNITED WAY COMPETENCIES

 

❖ MISSION-FOCUSED - A top priority is to create real social change that leads to better lives and healthier communities.  This competency drives performance and professional motivations.

 

❖ RELATIONSHIP ORIENTED - Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.

 

❖ COLLABORATOR - Understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.

 

❖ RESULTS-DRIVEN - Dedicated to shared and measurable goals for the common good, creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact. 

 

❖ BRAND STEWARD - A steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.

 

COMMUNITY IMPACT COMPETENCIES

  • Drive for Stakeholder Success

  • Effective Communication

  • Adaptability and Change Management

  • Cross-Functional Capability and Collaboration

QUALIFICATIONS

  • A minimum of one - three years related experience in human services, non-profit, or other related field preferred or sufficient combination of education and experience.

  • Must speak English and Spanish fluently.

  • Bachelor’s Degree in applicable field (e.g., business, communications, nonprofit management, etc.) or work experience equivalent.

  • Excellent strategic thinking and problem-solving skills, with attention to detail and follow through.

  • Achievement oriented; shows initiative and enthusiasm while demonstrating uncompromising responsibility, courage, and self-confidence, even in the face of difficulties.

  • Proficient with Google and Microsoft Suites.

  • Strong organizational skills, with ability to manage multiple projects simultaneously, and to work calmly under the pressure of competing priorities and deadlines.

  • Excellent teamwork, interpersonal and customer service skills including the ability to work respectfully and inclusively with a diverse set of individuals.

  • Demonstrated ability to effectively manage, foster and grow long-standing donor relationships.

  • Track record of being highly adaptable to working with changing priorities.

  • High energy, personal initiative, and passion for the work.

  • Operates effectively as a highly self-motivated independent contributor, as well as a team-player collaborating as a member of cross-functional teams.

  • Urgency and relentless energy to improve and innovate, navigating through uncharted territory.

  • Good interpersonal skills, this includes excellent verbal and written presentation and influence skills.

  • Ability and willingness to travel and to work evenings and weekends on occasion.

  • Experience within a nonprofit or impact organization is desirable.

  • Professionally supportive of UWBG’s mission.

  • High degree of personal responsibility and integrity.

  • Holds oneself and others accountable to achieve goals and live up to commitments.

REQUIRED LICENSE/REGISTRATION/CERTIFICATIONS

  • Valid Kentucky Driver’s license required

  • Proof of state minimum auto insurance required

PHYSICAL REQUIREMENTS


The employee is regularly required to communicate clearly, in oral and written formats, with others in person, over the phone and via other devices. The employee must be able to transcribe, read extensively, prepare, and analyze data and figures, operate a computer and other standard office machinery. The employee is required to travel regularly to locations outside of UWBG facilities to set up displays and presentations in both physical and electronic forms. The employee must have the ability to lift, carry, push, and/or pull objects weighing up to 50 lbs.

PRE-EMPLOYMENT SCREENING REQUIREMENTS

Any candidate offered a position my be required to pass pre-employment screenings as mandated by UWBG. These screenings may include a national background check, and Motor Vehicle Record (MVR) review.

BENEFITS

The position is full-time, non-exempt hourly at 37.5 hours/week. New hires are eligible for full benefits plus travel reimbursement upon first day of work. Pay range – position lifetime minimum: $19.50- position lifetime maximum: $24.50 hour.

Position is contingent on contract funding.

APPLY

Applicants should submit a cover letter and resume to hr@uwbg.org with “211” in the subject line.