About United Way FPC

United Way of Floyd, Polk & Chattooga County connects people to help, builds systems that work, and works toward communities where more families can stay stable.

About 211

211 is the front door to our community. Free & confidential, 211 connects anyone in FPC to food, housing, utility assistance, and dozens of other essential resources 24 hours a day, 7 days a week. It's also how our community can stay informed and connected before, during, and after a disaster. If you don't know where to start, start with 211.

The 211 Community Referral Specialist is a front-line representative of United Way FPC’s 211 program, delivering quality information and referral services to community members across Floyd, Polk, and Chattooga Counties. This role manages the full spectrum of 211 contacts — from simple information requests to complex, multi-need cases requiring advocacy and crisis intervention — while maintaining the integrity and accuracy of the 211 community resource directory.

Employment Classification

Key Responsibilities

211 Call Services

Provide high-quality, accurate information and referral services to individuals via telephone, internet, text, and chat.

Build rapport and maintain a conversational, professional tone while assessing caller needs, understanding eligibility, and identifying appropriate local resources.

Demonstrate sensitivity and empathy regarding human service issues; maintain a non-judgmental approach with clients of diverse backgrounds and circumstances.

Adhere to uniform data standards for documenting client contacts, ensuring accurate representation of caller needs and referrals provided.

Troubleshoot service gaps and collaborate with team members to identify alternative solutions

Conduct follow-up calls to evaluate the effectiveness of referrals and document outcomes.

Advocate for callers facing barriers to accessing services.

Provide crisis intervention in accordance with established protocols.

Maintain current knowledge of local health and human service providers to assist callers effectively.

Ensure that information added to the resource database is accurate; follow appropriate procedure for inaccurate entries

Attend staff meetings, training, and in-services as required.

Complete ongoing training to stay current on processes, systems, and community resources.

Administrative & Other

Perform general office duties as needed.

Cross-train to provide support across staff positions.

Complete other duties as assigned by the CEO.

Minimum Qualifications

High school diploma required; bachelor’s degree in human services or a related field preferred.

Prior experience in information and referral services or human services preferred.

Certification by the Alliance of Information and Referral Systems (AIRS) is a plus; AIRS certification is required within two years of hire.

Strong communication and interpersonal skills; ability to build rapport quickly in high-pressure situations.

Demonstrated empathy, patience, and a non-judgmental approach with diverse client populations.

Excellent organizational skills and attention to detail.

Ability to use standard business software and learn specialized agency technology platforms.

Analytical skills to identify practical solutions to barriers and service gaps.

Commitment to equity, empathy, and client-centered service.

Working Conditions

Extended telephone and computer use.

Frequent contact with individuals in crisis or distress; ability to remain calm and professional under pressure required.