POSITION DESCRIPTION
JOB TITLE: 211 Virginia Community Resource Specialist
REPORTS TO: 211 Virginia Contact Center Supervisor
POSITION OVERVIEW:
Provides information and referral services to Virginia residents via phone, chat, text, and e-mail. Delivers exceptional service to diverse individuals seeking a variety of assistance from health and human service agencies across the Commonwealth.
RESPONSIBILITIES AND DUTIES:
Provides information and referral services to Virginia residents via phone, chat, text, and e-mail.
Conducts brief assessments to determine inquirer needs.
Researches statewide resources using a database and provides accurate and detailed information to inquirers seeking assistance.
Maintains accurate contact records in the statewide database.
Meets monthly service metrics for individual performance.
Conducts outbound follow-up to measure customer satisfaction and to ensure program goals are met or exceeded.
Participates in monthly training.
Attains AIRS certification upon eligibility.
Participates and assists as requested in Council of Community Services projects and programs.
Performs other duties as needed.
REQUIRED SKILLS AND ABILITIES:
Ability to work in a fast-paced virtual contact center environment.
Flexible schedule, including nights, weekends, and holidays.
Excellent written and verbal communication skills.
Strong technical and computing skills with the ability to learn contact center software.
CORE COMPETENCIES:
Customer Service & Empathy
Builds rapport and treats every caller with patience, dignity, and respect.
Uses empathy and a client-centered approach to understand needs.
Maintains a calm, helpful demeanor during difficult or sensitive interactions.
Communication & Active Listening
Communicates clearly, professionally, and in language appropriate to the caller.
Listens without interrupting, asks effective questions, and confirms understanding.
Explains information, next steps, and expectations accurately and concisely.
Service Knowledge & Resource Navigation
Maintains current knowledge of partnerships, taxonomy, and documentation.
Identifies caller needs and provides accurate information, referrals, or warm transfers.
Uses sound judgment and escalates complex, urgent, or high-risk matters appropriately.
Technology & Multitasking
Navigates telephony, database, and Council-wide systems efficiently.
Maintains computer in working order and consults with Team Support Specialists, Contact Center Supervisors, and/or the Council’s technology vendor when necessary
Adapts quickly to system updates, new tools, and changing procedures.
Documentation, Confidentiality & Compliance
Documents contacts accurately, objectively, and promptly.
Protects confidential information and follows privacy requirements.
Adheres to approved protocols, handbooks, and organizational policies.
Productivity, Reliability & Quality
Meets expectations for schedule adherence, KPI metrics, and communication.
Balances efficiency with thorough, accurate, and respectful service.
Uses coaching, quality feedback, and performance data to improve service delivery.
Teamwork, Adaptability & Professionalism
Collaborates with coworkers and supervisors to ensure consistent service.
Works cooperatively with colleagues and contributes positively to team objectives.
Demonstrates accountability, resilience, cultural humility, and professional conduct.
Demonstrates dependability and professionalism in interactions and represents the Council professionally.
EDUCATION AND EXPERIENCE:
High school diploma or equivalent required
At least 2 years of experience in a contact center or health and human service-related field
CLASSIFICATION: Full-time, Non-exempt/Part-time, Non-exempt