Overview
Information and Referral Specialist (Call Center) Jobs in Irvine, CA at 2-1-1 Orange County, OC United Way
Orange County United Way’s 2-1-1 Orange County (211OC) serves as the county’s comprehensive information and referral system, connecting residents to health, human, and social services 24/7. As a frontline member of the Contact Center team, the Information & Referral Specialist provides empathetic, client-centered support to individuals and families seeking assistance. This role is responsible for assessing needs, navigating resources, and empowering callers to access services that promote stability and well-being.
The ideal candidate is bilingual (English/Spanish), compassionate, detail-oriented, and thrives in a fast-paced, high-volume call center environment. They are skilled communicators who remain calm under pressure and are committed to delivering exceptional service to the community.
Duties
Client Engagement & Support
- Respond to inquiries via helpline, email, text, and outreach events, providing accurate information and referrals.
- Conduct thorough screenings and assessments to identify client needs and eligibility for services.
- Educate clients on available resources and empower them to make informed decisions.
- De-escalate distressed callers and intervene in crisis situations, including abuse, domestic violence, and mental health emergencies.
- Provide warm transfers to appropriate crisis response teams and emergency services.
Resource Navigation & Advocacy
- Develop expert-level knowledge of the 211OC resource database and management software.
- Troubleshoot service gaps and collaborate with team members to identify alternative solutions.
- Advocate on behalf of clients who face barriers or have been denied services.
- Assist clients in problem-solving when no immediate services are available to meet their needs.
Follow-Up & Impact Tracking
- Conduct follow-ups with clients in critical situations to ensure they received needed assistance.
- Provide additional support and referrals when initial services are insufficient.
- Accurately document client interactions and service outcomes in the database.
Skills
- Minimum 1 year of experience working directly with individuals and families in crisis.
- Prior experience in information and referral services or human services preferred.
- Must be bilingual in English and Spanish (verbal and written).
- Strong communication and interpersonal skills.
- Ability to remain calm and professional in high-pressure situations
- Excellent organizational skills and attention to detail.
- Proficiency in Microsoft Office and database systems.
- Commitment to equity, empathy, and client-centered service.
Pay: $21.00 – $23.00 per hour
Benefits:
- 403(b) matching
- Flexible schedule
- Health insurance
- Paid time off
Ability to Commute:
- Irvine, CA 92614 (Required)
Ability to Relocate:
- Irvine, CA 92614: Relocate before starting work (Required)
Work Location: Hybrid remote in Irvine, CA 92614
Title: Information and Referral Specialist (Call Center)
Company: 2-1-1 Orange County, OC United Way
Location: Irvine, CA
Category:
