Join Gryphon Place and become part of a collaborative, compassionate team where your work makes a meaningful difference in the community every day. We’re committed to supporting the people who support others, with flexible scheduling, a strong focus on work-life balance, free medical benefits for you, additional healthcare options, employer contributions to your retirement plan, paid holidays, and generous paid time off. If you’re looking for a mission-driven career where you can grow professionally while still making space for your personal life, Gryphon Place is a place to thrive.  

STATEMENT OF THE JOB

The Resource Specialist ensures the accuracy and completeness of the 2-1-1 database and assists employees and the public in accessing the information contained in the database effectively.  

Responsible for direct and supportive service delivery, quality assurance, development, and training.

ESSENTIAL FUNCTIONS

• Manages, updates, and maintains the 2-1-1 database adhering to database style guide and taxonomy standards set by Michigan 2-1-1. 
• Serves as a community liaison for United Way 2-1-1 by representing the organization professionally at community meetings. 
• Manages, updates, and maintains special projects and initiatives. 
• Assists agencies that want to be included in the 2-1-1 database, to including mailing/emailing/faxing the appropriate inclusion forms. 
• Develops and updates all procedures related to resource data. 
• Monitors community media (print or internet) for new services, programs and agencies. 
• Attends community meetings with the purpose to learn about resources for the 211 information and referral database. 
• Assists with 2-1-1 reports, Follow-Up lists, and Follow-Up reports and other reports as needed. 
• Assists in database training for all contact center staff.
• Assists in the coordination, monitoring, and implementing of referral processes.
• Establishes priorities systematically, differentiating between urgent, important, and unimportant tasks.
• Completes all other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• Combination of a high school degree and minimum of 2 years’ professional experience in the human services field 
• Willingness and ability to meet AIRS (Alliance of Information & Referral Systems, Inc.) certification standards. 
• Successful training in and daily use of the information and referral software 
• Within 24 months of hire, successful completion of the AIRS certification program for Certified Resource Specialists (CRS). The CRS designation is acknowledgement of demonstrated competence in the field of information and referral. 
• Experience in a call center preferred.

KNOWLEDGE/SKILLS/ABILITIES

• Excellent computer skills.
• Ability to work independently with minimal supervision. 
• Ability to maintain professional expectations.
• Excellent verbal and written communication skills. 
• A team-player and a positive attitude are necessary. 
• Ability to build and maintain relationships with a diverse population.
• Ability to work on-call and, during times of disaster, ability to work evenings, weekends, and holidays.
• Assists in the cross-training process of employees to develop potential.

PHYSICAL REQUIREMENTS

• This is largely a sedentary role; however, some filing and other clerical tasks are required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary as well as require the ability to lift at least 20lbs.

WORK ENVIRONMENT

• This is a remote position 
• Home office requirements: limited distractions, independent work, secure designated workspace, and high-speed, reliable internet access
• Position assists community resource advisors and can be subject to emotional stress.

 Gryphon Place provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. EOE. This job description is representative. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments.