COMMUNITY RESOURCE ADVISOR

Description

Type: Full-time, Non-exempt (hourly) Employer of Record: Inland SoCal 211+

Department: 211 Contact Center Location: Hybrid – Riverside, CA

Reports To: 211 Contact Center Supervisors 

Grant Funded: Yes Transfer Eligible: Yes

Typical Hours: Shifts available 24/7. 32-hour workweek.

Pay Range: $20.00 - $25.00 per hour, payable bi-weekly

Benefits: Medical, vision, and dental coverage; long-term disability and other insurance; 403b 

retirement plan; sick leave; accrued vacation; and a 32-hour workweek

WHO WE ARE

In partnership with Inland SoCal United Way, Inland SoCal 211+ mobilizes communities to action so all 

can thrive. For over 90 years, we’ve answered the call, actively listening and responding to local needs. 

We champion community resiliency, financial security, and health under the values of excellence, 

empathy, and equity. With over 100 staff members and 1,200 volunteers, we serve 1 million people in 

Riverside, San Bernardino, and East Los Angeles Counties. Together with community partners and 

those we serve, we're working towards a future where every person in our communities can achieve 

what they envision for their lives. To learn more about our workplace culture, visit 

www.inlandsocaluw.org/careers. 

WHO YOU ARE

Mission-Focused: Your goal is to create change for better lives and healthier communities. You 

engage donors, volunteers, and the community, striving to accomplish shared goals and making the 

best judgments for the community and organization. 

Relationship-Oriented: You prioritize people over processes, cultivating relationships for common 

goals. You value diversity, practice effective communication, and actively listen to diverse input. 

Collaborator: You achieve change through collective action and partnership. You share community 

knowledge, focus on shared goals, and seek win-win solutions while maintaining core values. 

Results-Driven: You are dedicated to measurable goals for the common good. You communicate 

goals, motivate others, promote innovation, and drive resources to deliver excellent service. 

Brand Steward: You grow and protect the organization's reputation with integrity and strong ethics. 

You act according to the organization's values, take appropriate action, and maintain transparency.

JOB PURPOSE

The 211 Contact Center connects over 200,000 community calls annually to expert, caring help with 

health and human services in Riverside and San Bernardino counties. 211 is the most comprehensive 

source of information about local resources and services in the country. We are the boots on the 

ground, the local experts who make finding help easier, 24 hours a day, 7 days a week, 365 days a 

year. Community Resource Advisors (CRAs) are a passionate team of over 20 people who respond to 

local community requests for health and human services. As a CRA, you have a unique opportunity to 

build social sector experience and advanced customer service skills while providing the best quality 

service to improve lives. Specialized ongoing training equips CRAs with skills, knowledge, and tools to 

be successful in this position and beyond. CRAs are the frontline of information and referral for 

community members who need help with housing, food, utilities, childcare, transportation, healthcare, 

and other needs. Join a powerful team of changemakers!

ESSENTIAL DUTIES

• The 211 Contact Center operates 24/7/365, and staff must be available to work nights, 

weekends, and holidays. Shifts may be rotated as needed to ensure quality of service.

• Assist community members by answering incoming calls, texts, chats, and emails efficiently 

according to established standards, providing community members receive high quality 

service and ensuring that caller data is collected and entered accurately into the database.

• Assess caller needs, screen eligibility, and identify and refer appropriate resources.

• Assist callers with enrollment services and any social service needs, using motivational 

interviewing techniques to understand their immediate expressed needs as well as 

unexpressed needs that require further identification.

• Answer calls involving mental health crisis and suicidality. (CRAs receive specialized training 

and support before they start to take these calls.)

• Proactively identify and report resource issues, such as inaccurate or unavailable information, 

or call script or other tool issues, using 211 protocols.

• Conduct follow-up surveys with callers to determine referral effectiveness and outcomes, 

customer satisfaction, and other support needs.

• Maintain performance level requirements and learn through various methods to maintain 

appropriate knowledge of programs and services.

• Participate in onboarding and ongoing training, department and organizational huddles and 

in-person gatherings, and monthly Quality Assurance sessions to ensure service quality and 

continuous improvement.

Community work is ever-changing because the needs of the community are our foremost mission. 

This list represents the typical responsibilities of the role, but other duties may be assigned. You will be expected to perform other tasks as required by your role and the organization's operational needs.

Requirements

QUALIFICATIONS

• Applicants should have the education, experience, and/or training necessary to fulfill the job 

duties and responsibilities. Examples of how this requirement may be met include:

o Bachelor's or Associate’s degree in health or human services such as social work, 

human services, sociology, psychology, public health, or a related field with 1 year of 

relevant experience; OR

o High School Diploma, GED, or High School Equivalency with 2 years of relevant 

experience.

• Must have:

o Strong computer skills and competence in Microsoft Office environment.

o Strong private internet connection when working remotely.

o Willingness to become Inform USA Certified.

o Commitment to attending in-person requirements such as working in-office when 

required for training or quality assurance and attending organizational gatherings.

o Ability to complete crisis and suicide training within 90 days of hire.

o Ability and commitment to using a trauma-informed and equity lens and 

empathetically respond to the interconnectedness of barriers experienced by 

participants.

• Preferred:

o Call center or customer service experience.

o Social service experience at an organization serving people experiencing housing 

instability, homelessness, food insecurity, or other needs related to low-income.

• Physical Requirements: Work is performed in an office using standard office equipment such 

as the telephone, computer, fax machine, and copier. Tasks include moving objects like 

laptops and chairs, repetitive wrist and hand motions, document preparation and analysis, 

transcribing information, navigating software, and prolonged sitting. These represent what is 

necessary to perform the essential duties. Reasonable accommodations for individuals with

disabilities will be provided, as required by applicable law.

• Reliable Transportation: Employees in this role must maintain reliable transportation that 

ensures punctual and consistent travel to designated work sites, trainings, and off-site events 

such as community meetings and outreach events in Riverside and San Bernardino counties. 

Standard commuting is not reimbursable.

• Remote and Hybrid Work Requirements: For work performed remotely, employees must 

have access to a private high-speed internet connection and private work area in which nonemployees cannot access or overhear confidential information. Remote work locations are 

subject to the same professional conduct and safety requirements as in-person work. While 

some remote work may be possible; many duties must be performed in-person and/or on-site.

• Communication: Demonstrate effective verbal and written communication skills, including 

but not limited to active listening and the ability to adapt communication style to the 

audience (e.g., colleague, client, external, in-person, virtual, or written), as appropriate to role.

• Lived Experience: Applicants who share lived experience with the communities and 

populations we serve are strongly encouraged to apply.

These are basic qualifications to meet the requirements of the position. However, we encourage 

individuals to apply if they believe they have the necessary skills, knowledge, and experience to 

perform the job duties, even if their qualifications do not match 100%. We encourage applicants to 

think broadly about their background and skill set to thrive in the role.

GRANT FUNDED POSITION

This position is grant funded and carries the possibility that it may not be renewed if further funding is 

not obtained. The availability of grant funds does not guarantee continued employment.

TRANSFER ELIGIBILITY

With cross-training, sufficient performance, and job availability, this position is eligible to apply for 

transfer or promotion to similar internal positions. An open position does not guarantee transfer, 

promotion, or continued employment.

32-HOUR WORKWEEK

We revised the standard workweek for all full-time employees to 32 hours. Continuation is contingent 

on successfully meeting our goals. This position's schedule and, if it’s hourly, the pay rate, may revert 

to a 40-hour workweek on a company-wide or department basis.

HIRING POLICIES

Inclusion: People who are justice involved, people of color, people who identify as LGBTQIA2S+, and 

people with disabilities are highly encouraged to apply for vacant positions at all levels.

Equal Employment Opportunity: Employment opportunities at ISC211+ are based upon one's 

qualifications and capabilities to perform the essential functions of a particular job. All employment 

opportunities are provided without regard to race, religion, color, sex, national origin, age (40 or over), 

military status, veteran status, disability, genetic information, ancestry, medical condition, reproductive 

health decision making, marital status, victim of violence status, gender identity, gender expression, 

sexual orientation, or any other characteristic protected by applicable law.

Fair Chance Act: ISC211+ will consider qualified applicants with a justice-impacted history under the 

California Fair Chance Act. You do not need to disclose your criminal history or undergo a background 

check until a conditional job offer is made. If a conviction directly related to the job is found, you will have the opportunity to explain, provide mitigating evidence, or challenge the report's accuracy.

Pre-Employment Screening: All offers of employment are contingent upon satisfactory background 

screening and drug test results. As the recipient of federal funds, this company participates in E-Verify.