About Aloha United Way

Aloha United Way is a non-profit agency that has been serving Oahu for over 100 years. We bring resources, organizations, and people together to advance the health, education and financial stability of every person in our community.

Leading With Equity
We believe that diversity, inclusion, equity, and justice are essential for a healthy society. It is our responsibility to actively practice and promote these values and condemn all forms of discrimination in our daily work. See our full statement at About AUW | Aloha United Way (link to website: About AUW | Aloha United Way)

Equal Opportunity Employer

Aloha United Way is an equal opportunity employer and committed to building an organization that is diverse, and a work environment that is safe and inclusive for all employees. We recognize that generations of Native Hawaiians, people of color, people from working class backgrounds, women, and LGBTQ+ people have been marginalized. We strongly encourage applicants of all identities, and candidates from all spectrums of race, ethnicities, national origins, ages, sexual orientations, gender identities, religions, socio-economic backgrounds, and levels of physical abilities are welcome to apply, even if you do not meet all stated criteria.

About the Role

Under the direct supervision of the Program Manager, the Information & Referral Specialists are on the front lines of the 211 Resource Helpline. Working from a remote call center directly with the community, this role provides help and hope to families across the state of Hawaii. Evening and weekend shifts are available, call center hours are 7:00am-10:00pm 7 days a week.

Essential Duties and Responsibilities

• Answers an average of 50 AUW 211 Helpline contacts (calls, texts, chats, email) per

(8-hour) shift providing critical health and human service referrals to the community

• Provide compassionate, trauma informed, and culturally sensitive client care
• Nonprofit / healthcare / social service direct service experience a plus
• Completes data entry and call logs for each client
• Salesforce and/or Call Center experience a plus
• Administers quality assurance checks by performing client follow-up with a sample of callers, to ensure clients receive appropriate services that are effective.
• Performs pre-screenings for program intake as needed for service contracts
• Must maintain client confidentiality and professionalism at all times
• Participates in mandatory human service, customer care, technical trainings as required
• Delivers feedback to the Program Manager which can include recommendation for addition or deletion of services identified in the referral process
• Supports a positive team environment through active participation
• Flexibility to work in the event a community disaster requires 211 to be activated as an emergency call center. ie: Maui Wildfires, Hurricane
• Performs other duties as assigned.

Preferred Qualifications

Skills & Knowledge:

• Friendly and personable
• Must be able to handle difficult phone calls, including from community members in crisis, with empathy, confidentiality, and care.
• Experience highly valued in working with high volumes of customer or client requests, or with clients in stressful situations.
• Comfortable with technology: Experience with CRM Database, Microsoft Suite including Teams, internet phone system a plus.

Education & Experience:

• Graduation from high school or GED.
• Previous working experience in customer service or call center a plus
• Previous working experience in nonprofit / human services helpful but not required.
• Previous working experience in a team environment desired with strong communication and interpersonal skills.

Required Qualifications

• Must be authorized to work in the United States
• Must be able to pass a background and drug test
• Must be located in Hawaii or have pre-existing plans to be in Hawaii

What We Offer

A collaborative environment where each member is dedicated to supporting a community focused non-profit agency. Your continuous learning and growth are encouraged, and your successes and contributions are celebrated in a supportive but fast-paced and outcome-oriented team environment.

Benefits and Compensation

• Full 100% Medical Coverage
• 85% Medical Coverage for Dependents
• Medical Coverage includes:
• Dental
• Vision
• Massage
• Chiropractic
• Acupuncture
• 401k and ROTH Plans with up to 4% Company Match
• 15 Paid Vacation Days
• 15 Paid Sick Time Days
• 14 Paid Company Holidays
• Monthly Paid Volunteer Hours
• Life Insurance
• Short and Long-term Disability Insurance
• Long-term Care Insurance
• Identity Theft Protection Insurance
• Ergonomics Reimbursement
• Employee Assistance Program
• Access to Remote Learning, Development, and Training Certifications
• Employee Discounts and Perks

****Benefits are subject to a waiting period.

Job Types: Full-time, Part-time

Pay: $15.60 per hour

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Location:

• Honolulu, HI (Required)

Work Location: Remote