2-1-1 Resource & Call Specialist 

Multiple positions available for Temporary Part-time & Full time, non-exempt positions reporting to the 2-1-1 Response Group Coordinator 

Job Description 

The Resource and Call Specialist will support a variety of functions in pursuit of United Way of Northern California’s mission to provide North State residents with exceptional 2-1-1 services during the Covid-19 crisis. 

Principal duties involve adding and updating community resources in the 2-1-1 NorCal and Disaster 2-1-1 databases, with particular emphasis on priorities related to the Covid-19 situation in the North State. The specialists also will deliver high quality, professional information and referral services to callers. 

This role requires a customer service orientation, high degree of professionalism, ability to work in a fast-paced environment and respond proactively to changing priorities. Experience in social services preferred. 

Work hours may vary, Monday through Friday 8 am-5 pm. 

Must have the ability to work from home due to the current shelter in place order. 


Working in conjunction with the 2-1-1 NorCal Department and Contact Center staff, the specialist will: 

  • Communicate with organizations listed in the 2-1-1 databases for updates to agency and program information. 
  • Assist in maintenance of resources within iCarol database and other data management processes by entering agency and program changes. 
  • Assure that data is entered correctly and follows all guidelines. 
  • Provide high quality, multidimensional information and referral services to callers. 
  • Help each caller identify their health and human service needs. 
  • Thorough documentation of each call in the call-handling database. 
  • Report technical or programmatic issues as needed. 
  • Attend training sessions and meetings as needed. 
  • Other duties as assigned. 


  • Minimum of AA degree or equivalent experience. 
  • Access to laptop or desktop, keyboard, mouse, headset with microphone, and reliable internet connection. 
  • Effective, accurate written and verbal communication required. 
  • Excellent customer service skills required, particular in relation to phone-based services. 
  • Familiarity with social service delivery systems strongly preferred. 
  • Must work well in a team environment. 
  • Must have strong skills in use of computer and telephone communication and documentation. 
  • Must be able to follow guidelines and directions. 
  • Bilingual/multilingual a plus. 

United Way of Northern California is an Equal Opportunity Employer.  Hiring is subject to submission to background checks. 

Submit your resume to 2-1-1 Program Director, Kalie Brisbon at