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Call Specialist

Reports to: Call Center Manager - United Way 2-1-1

Location: Kansas City, MO

Basic Function

Responsible for responding to local and contract calls; providing caller problem assessment, information and referral and follow-up appropriate to the caller’s needs. When necessary, provides advocacy by contacting resources to facilitate service delivery.  

Major Duties and Responsibilities: 

  1. Provides caller/client problem assessment, information and/or referral(s) and follow-up appropriate to the caller’s/client’s needs. 
  2. Provides advocacy for the caller/client in situations when the caller/client is unable to follow through on the referral(s), or to facilitate service delivery to the caller/client. 
  3. Provides consistent and excellent customer service and follows core principals of CARE: Caring, Accurate and Resourceful, Every call.
  4. Utilizes recognized professional and agency standards in carrying out the goal of resolution of the client’s problems or requests.
  5. Maintains accurate documentation of caller/client demographic information, services requested, information provided, referral(s) made, follow-up data by entering into IRis database or other databases as contracts require.
  6. Assists in ongoing maintenance of resource database information through notifying Resource Specialist of any errors or updates.  
  7. Participates in new hire and ongoing training to enhance skills.
  8. Applies for Alliance of Information and Referral Systems (AIRS) certification after one year of employment and experience.
  9. Assists with United Way market research by conducting telephone surveys as needed.
  10. Required to work holidays as scheduled.
  11. Required to report to the call center or other designated location during times of emergencies and disaster.

Job Qualifications:

Relevant degree in behavioral sciences or related field preferred, or a combination of directly related college courses or employment experience may be accepted; prefer a minimum of one year information and referral or related experience or knowledge of health and human services; must have excellent verbal communications skills; must be able to work with diverse populations; must be able to perform multiple tasks and work well within a team setting; must have commitment to excellent customer service; must have intermediate level or better computer skills. Bilingual Spanish is preferred but not required.

Available Shift:

3 days a week
Thursday, 9:00 a.m. - 5:00 p.m.
Friday, 9:30 a.m. - 5:00 p.m.
Saturday, 9:00 a.m. - 4:00 p.m. 


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