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211 Resource Specialist

Job Title
211 Resource Specialist
Job ID
Work Hybrid
Orlando,  FL 32804 Hybrid
Other Location
Identify, manage, and coordinate 211 and Crisis Services service area resource information to meet or exceed national standards and fulfill all contractual and accrediting bodies requirements.

An individual must be able to perform each essential duty listed below at a satisfactory level:
  • Identify, maintain, and update the HFUW 211 and Crisis Services database in accordance with Inform USA and AAS accrediting bodies, user requirements, and national standards.
  • Understand and utilize 211 Human Service Indexing System (HSIS) to ensure that all information is correctly coded and easy to locate by users.
  • Provide reporting and program maintenance support within the required reporting and text platform.
  • Ensures that all functionality of the database software is maximized by both internal and external users and provides timely technical support to users.
  • Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
  • Collaborate with agencies and other information providers to ensure changes in their information is timely and effectively communicated.
  • Review websites, newspapers, agency mailings and other materials for data relevant to the databases.
  • Communicate changes in the databases to users with clarity and timeliness.
  • Develop in-depth knowledge of local, state, and national systems and services.
  • Assist with attending outreach activities.
  • Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.
  • Assist the HFUW Contact Center in times of emergency and/or disasters.
  • Complete all training for new programs and services related to 211 and 988 when needed.
  • Contribute to overall organizational success by performing other duties and responsibilities as assigned.
Job requirements include:
  • High School diploma or equivalent required.
  • Inform USA CRS or CRS-DC certification preferred.
  • One year of experience in nonprofit, social services, crisis hotline, contact center, or information and referral service preferred.
  • Experience with Microsoft Office required.
  • Client management databases or other relational database experience, preferred.
  • Data editing and data processing skills and experiences preferred.
  • Demonstrated knowledge of health and human services desired.
  • Ability to effectively assess program needs.
  • Customer service skills and experience required.
  • Knowledge of geographic locations within service areas preferred.
  • Ability to multi-task and work in a fast-paced contact center.
  • Must have access to a private, secure, and stable high-speed internet connection.
  • Must have access to a quiet, confidential workspace.
- Ability to communicate effectively.

Business Ethics - Ability to work with integrity and ethics.
Judgment - Ability to use sound judgement.
Initiative - Ability to take initiative.
Teamwork - Ability to work in a team environment.

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.

Physical demands include:
  • Constantly remaining in a stationary position, often sitting for prolonged periods.
  • Constantly communicating with others to exchange information through speaking, hearing, reading, and writing.
  • Constantly repeating motions and fine manipulation that may include the wrists, hands and/or fingers. Ability to type using a keyboard.
  • Constant use of standard office equipment such as the telephone and/or headset, copier, and computer.
  • Constantly assessing the accuracy, neatness and thoroughness of the work assigned.
  • Constantly viewing information on a computer screen. 
  • Frequently traveling to the office when needed.
  • Occasional lifting of items weighing up to approximately 25 pounds.
Working conditions include:
  • Hybrid inside working environment.
  • High level of long periods of concentration.
  • Frequent interactions with internal and external customers.
  • Reliable transportation required.

* All hybrid or remote positions with HFUW require the ability to travel to the office with short notice, should this be necessary for equipment needs, events, in-person meetings, etc.
Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you!
Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays 80% of your premium.
Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term & long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.
401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.
Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance.  Full-time employees start accruing vacation time (2 weeks your 1st year), sick time (1 day/mo.), and personal time (2 days/year) off upon hire, with generous carry over and accruals.
Telework – depending on the role, most of our positions offer the ability to work from home either part or full-time, saving you valuable time and money!  The benefits to many of working from home include time saved on getting lunch prepared for work, no communing times, and saving money on gas and wear-and-tear to your car.
Flexible Schedules – our Call Center is a 24/7 operation, offering those who need a more flexible schedule the opportunity to workdays, evenings, or nights, if needed.
Pay Range
$18.15   None to $0.00   None

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