Community Resource Specialist

Benefits:

• Vacation and Sick Time: accruals are based on hours worked, available to use after 30 days of employment.
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) – medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Paid travel time between clients; Mileage reimbursement; and free trainings

GENERAL FUNCTION:

The Community Resource Specialist serves as a critical point of contact for individuals and households seeking access to essential community services across the North Sound Region, including Snohomish, Skagit, Island, Whatcom, and San Juan Counties. This role is instrumental in connecting clients with services that address basic needs such as housing, food, healthcare, and employment. North Sound 211 serves as the primary access point for Coordinated Entry Intake in Snohomish and Skagit Counties, assisting households experiencing homelessness or those at imminent risk of becoming homeless.

The role requires the ability to manage fluctuating service demands while swiftly adapting to surges in community needs during emergencies or disaster situations. Operating within the North Sound 211 network and adhering to Inform USA standards, the Community Resource Specialist is responsible for ensuring that service delivery is timely, accurate, and aligned with both regional and statewide goals for resource accessibility. This role encompasses not only the provision of information and referral services but also active participation in community outreach events and resource fairs, ongoing education around resource availability and changes, and the maintenance of detailed client records. The Community Resource Specialist must be flexible, able to perform under high-pressure circumstances, and committed to offering empathetic, non-judgmental support to the community. Bilingual candidates are highly encouraged to apply.

PRINCIPAL ACTIVITIES:

• Conduct thorough, individualized assessments to understand the complex and unique needs of callers, enabling tailored and effective resource recommendations and referrals for services such as housing, food security, healthcare, employment, and more.
• Provide accurate, timely, and empathetic information and referral services to individuals contacting North Sound 211, ensuring each interaction results in clear, actionable steps for the caller.
• Conduct monthly follow-up calls to clients to track the status and effectiveness of provided referrals, ensuring resource connections are successful and identifying potential barriers to service access.
• Maintain and manage detailed caller records, case notes, and other critical documentation, ensuring accuracy in Vision Link (211 database), confidentiality, and compliance in accordance with WA 211 and Inform USA Information & Referral standards.
• Complete Coordinated Entry Housing and Prevention intake assessments for Snohomish County callers in ClientTrack, the Homeless Management Information System (HMIS) for Snohomish County, facilitating connections to resources aimed at serving our most vulnerable community members.
• Conduct Coordinated Entry enrollments for Skagit County callers, including vulnerability assessments and referral matching in Clarity, the Homeless Management Information System (HMIS), ensuring accurate data entry and timely service delivery.
• Maintain and update case notes in the appropriate HMIS databases for Coordinated Entry clients in both Snohomish and Skagit Counties, ensuring proper documentation and follow-up.
• Stay informed of changes in community resources, best practices, and relevant policies, actively participating in ongoing professional development and education to provide the highest level of service to callers.
• Participate in community outreach events, resource fairs, and public forums to represent North Sound 211 and broaden community awareness of available services.
• Regularly communicate with Housing Services staff members, ensuring seamless collaboration and coordination across programs through timely email checks and information sharing.
• Assist in the training, mentoring, and onboarding of new staff, providing guidance and support to ensure that the team functions cohesively and meets high performance standards.
• Provide ongoing follow-up and engagement with Skagit County Housing Interest Pool clients who have not checked in, ensuring continuity of care and appropriate resource connections.
• Complete other duties as assigned to assist in the overall function and growth of the program.

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QUALIFICATIONS: 

• Associate degree or 2 years of experience in a related field (BA/BS preferred). Experience in social services, crisis management, or resource navigation is strongly preferred.
• Previous experience in information and referral services or similar roles, particularly in high-demand environments.
• Exceptional communication and active listening skills, with the ability to interact effectively and sensitively with individuals from diverse backgrounds, including those in crisis or experiencing homelessness.
• Proven ability to handle high-stress, conflict, and pressure situations with composure and professionalism.
• Strong knowledge of local and regional community resources and social service systems.
• Proficiency in computer applications and data entry.
• Working knowledge Microsoft Office products, including Word, Excel, and Outlook, required.
• Compassion, empathy, and a strong commitment to supporting the community.
• Ability to maintain confidentiality and adhere to strict guidelines when managing sensitive client information.
• Demonstrated ability to multi-task effectively, particularly when managing concurrent computer programs while providing real-time assistance to clients.
• Highly organized and detail-oriented, with the ability to gather, analyze, and organize large amounts of information efficiently.
• Self-motivated and capable of working both independently and collaboratively within a team-oriented environment.
• Experience in a call center or customer service environment is preferred, with prior exposure to surge staffing or disaster response considered a plus.
• Prior experience in maintaining case notes is advantageous.
• Flexible with respect to scheduling, especially during “surge staffing/disaster events;” some weekends or shifts outside your schedule to accommodate resource events and fairs.
• Commitment and ability to engage in an empathetic, non-judgmental way.
• Ability to work alongside people with different cultural attitudes and behaviors effectively.
• Demonstrated sensitivity to the needs of clients experiencing housing instability
• Strong attention to detail and data integrity.
• Highly developed interpersonal skills with the ability to work cooperatively with all staff members.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

Ability to perform a range of physical motions including, but not limited:

• Frequently sits for extended periods while performing desktop activities. 
• Repetitively uses hands and wrists on computers and telephone. 
• Dependable transportation.
• Abide by all COVID safety requirements when performing duties in the office.