Overview
kynect resources Specialist Jobs in Kentucky at United Way of Southern Kentucky
PURPOSE OF POSITION
The kynect resources Specialist will increase the 211 Contact Center and network capacity to serve as the telephonic support for all residents in the assigned area accessing kynect resources in coordination with the Cabinet for Health & Family Services, and all organizations onboarding to support those residents.
As the kynect resources Specialist, you won’t just answer calls — you’ll build the network. You’ll be the go-to expert helping community partners onboard to kynect resources, training them to manage referrals, and making sure residents get connected to the help they need, when they need it. This is a role for someone who thrives on strategy, relationship-building, and making systems work better for real people.
Due to the funding for this position, candidates must reside in the state of Kentucky. This position requires travel throughout multiple counties, therefore, we are seeking applicants in Western Kentucky – specifically those residing in Hopkins, Christian, McCracken, Graves, and Marshall Counties or surrounding areas.
KEY RESPONSIBILITY AREAS:
1. Maintain knowledge and understanding of community resources, including information from the database and daily updates via Intranet and written resources.
2. Provide proactive outreach and reactive response to direct community partners to kynect resources, assist with submitting the partner request form, accepting their site claim request, assist with questions related to the onboarding process and assist with directing the community partner to online training materials.
3. Review community partner access requests to kynect resources and approve or deny the requests within kynect resources.
4. Train/assist community partners with logging in to manage referrals and closing referrals – including backlogged referrals based on the specific need of the partner.
5. Share information about kynect resources with residents who interact with United Way and the 211 Contact Center.
6. Complete follow-up calls to open referrals with outbound calling to confirm if the needs have been met or are still open, ensure the resident connects with the agency for support if needed and close the open referral in kynect resources when necessary.
7. Develop new community resources using various research and collection methods including the internet, survey forms, brochures and/or direct contact with service agency representatives.
8. Participate in and represent 211 in outreach to community groups, local businesses, and health & human service providers to enhance knowledge, understanding, and use of 211 services.
9. Respond to calls and provide appropriate referrals.
10. Ensure ongoing performance quality of the Center by collecting statistical data and observing/monitoring daily operation.
11. Develop and maintain in-depth knowledge of the database system including but not limited to data entry, reporting, system maintenance, etc.
12. Maintain knowledge of all telephone and contact center equipment and software.
13. Have comprehensive knowledge of the taxonomy system used for the resource database.
14. Develop strategic partnerships with service providers, state organizations, etc. to support the mission of 211.
15. Participate in resource development efforts as requested.
16. Complete other projects/tasks as assigned by Executive Management.
WORKING RELATIONSHIPS
- Reports directly to the Senior kynect resources Specialist
- Collaborates with all UWSK staff in a team environment
- Works directly with volunteers
KNOWLEDGE, SKILLS, ABILITIES:
- Bachelor’s degree in public administration, social work, business, or related field preferred; will also consider candidates with an Associate’s degree, some college education, and/or experience in a contact center/customer service and/or human service delivery.
- Minimum three years experience in nonprofit management, information & referral services, program coordination and/or human service planning, preferred.
- Complete certification by Inform USA as directed.
- Excellent oral and written communication skills.
- High degree of organization including ability to analyze and present data and to manage multiple projects in a timely manner.
- Excellent planning skills and ability to think on a macro level.
- Ability to read, analyze, and interpret data and reports.
- Ability to respond effectively to the most sensitive inquiries and/or complaints.
- Must be able to take initiative, create and execute strategies, demonstrate leadership, work independently, and produce consistently high-quality work.
- Ability to analyze and exercise sound judgment.
- Ability to balance a variety of perspectives within a politically sensitive environment.
- Knowledge of human service system strongly preferred.
- Proficient computer skills in Microsoft Office programs (Word, Excel, Outlook, Power Point, etc.).
Core Competencies Required:
· Adaptability
· Communication
· Customer Relationship Management
· Results Orientation
· Problem-Solving
· Self-Development
· Strategic Thinking
· Technical Expertise
· Accountability/Brand Stewardship
Behavioral Expectations:
1. Represents United Way of Southern Kentucky positively, professionally, courteously, and effectively.
2. Assists or takes on new tasks to help UWSK achieve its mission.
3. Integrates UWSK’s business strategies by building positive internal and external relationships.
4. Maintains confidentiality regarding personnel and organizational information.
5. Adheres to and models the UWSK Code of Ethics at all times.
If you’re looking for a role where relationship-building, strategic thinking, and community impact intersect, this is it.
Note: The description given is intended only to provide information about the general nature of the job and is not an all-inclusive list of the job duties, skills or abilities which may change.
Pay: $37,000.00 – $39,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
Application Question(s):
- Do you reside in Western Kentucky (Hopkins, Christian, McCracken, Graves, Marshall Counties or surrounding area)?
- Do you have prior nonprofit, social work, or public speaking experience?
Education:
- Bachelor’s (Preferred)
Location:
- Kentucky (Required)
Willingness to travel:
- 50% (Preferred)
Work Location: Remote
Title: kynect resources Specialist
Company: United Way of Southern Kentucky
Location: Kentucky
Category:
