The 211 Community Resource Specialist (CRS) is the 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.

•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.

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

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

•Maintain regular contact with social service organizations to develop new resource listings, verify current

information, and accurately classify listings according to the 211 HSIS Taxonomy of Human Services.

•Prepare clear, well-written narrative descriptions of agency services, including target populations, eligibility

criteria, areas served, application procedures, languages spoken, hours, fees, and other relevant details.

•Gather information on seasonal and time-limited programs; add to the resource database for the duration

of the program and inactivate upon completion.

•Determine whether new agencies and services meet established criteria for inclusion in the resource

directory; follow notification procedures when an agency cannot be included.

•Ensure that information added to the resource database during a disaster or emergency is vetted and

accurate; remove time-limited resources when exhausted or no longer available.

•Develop and maintain competency in the Sophia platform for editing and maintaining the database.

•Maintain a positive working relationship with Sophia platform support to ensure a user-friendly resource

directory for community and Navigator use.

•Complete other duties as assigned by the CEO.

Minimum Qualifications

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

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

•Inform USA CRS certification is a plus; this certification must be achieved within one year 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.

•Preference given to bilingual Spanish/English speakers.

Working Conditions

•Extended telephone and computer use.

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

pressure required.

•Occasional outreach or community events as assigned.

Remote/Hybrid Work Requirements:

This position may be performed on-site in Rome, Georgia, remotely or in a hybrid work arrangement,

depending on business needs. Employees working remotely are required to maintain a reliable, high-speed

internet connection sufficient to support video conferencing, communication platforms, and other systems

necessary to perform their job duties. Employees are responsible for maintaining an appropriate home

work environment and reliable internet access during scheduled working hours.

To Apply:

Please submit your resume and a letter of interest to icey@unitedfpc.org with subject: “211 CRS ”