top of page

2-1-1 OC: Information and Referral Specialist

Job Summary:

The primary purpose of this position at our Contact/ Call Center is to assess each caller’s needs and accurately refer them to the appropriate health, human and/or social services from the 2-1-1 Orange County resource database. We achieve this by educating expert working knowledge of the 2-1-1 OC resource database and its management software, advocating, and empowering each caller so that they are provided with great customer service. By the end of each call, clients are one step closer to receiving the assistance that they need.


Education Required


Experience Required

# of Openings


Associates or Bachelor’s Preferred

Various Shifts detailed below

Customer Service Preferred


Must be 18+ years of age and have own computer

Justice Involved candidates encouraged to apply

Essential Job Duties

Skills Developed over Work Experience

Special Requirements

Available Shifts


Essential Job Duties:
  • Provide information and referral services to clients contacting 2-1-1 OC through the helpline, email, texting methods, outreach events, or any other means identified by 2-1-1 OC management as official I&R channels

  • Connect callers to appropriate resources, empower callers, de-escalate upset callers during crises and/or situations of abuse, trouble-shoot for additional options

  • Follow-up with callers in critical situations that make sure they received the assistance that they needed. If not, provide them with additional resources and help

  • Advocate on behalf of caller’s when needed

  • Provide warm transfers for domestic violence callers to make sure they get connected to an agency to receive help

  • Assist callers with different languages by using the Language Line

  • Educate callers on available services to ensure it best fits their needs

  • Team Building Special Projects – prepare presentations on new programs, employee engagement activities

Skills Developed over Work Experience:
  • Customer Service

  • Crisis management and problems solving

  • Communication and interpersonal skills

  • Multitasking

Special Requirements:

Essential duties require the following physical skills, abilities and work environment:

Physical skills: Able to use standard office equipment, including a computer and other electronic equipment, arm, hand, finger, wrist, leg, or foot motion repetitively, firmly or lightly grasp items, as needed; sit, stand, walk, kneel, and maintain sustained posture in a seated or standing position for prolonged periods of time; vision to read printed materials, a computer screen, and to work in a typical office environment; hearing and speech to communicate in person, over the telephone, and to make public presentations; lift and carry up to 30 pounds (seldom-not regularly).

Ability to: travel to different sites and locations as needed, drive safely to different sites and locations; work protracted and irregular hours and evening meetings or work unusual hours for meeting attendance or participation in specific projects or programs as needed (not regularly).

Work Environment: Mobility to work in a typical office setting, primarily sitting at a desk.

Background check required

Available shifts:

Shift 1: Monday – Friday 3:40pm – 10:10pm

Shift 2: Monday – Friday 10am – 4:30pm

Shift 3: Monday – Friday 2pm – 8:30pm

Shift 4: Monday – Friday 2:30pm – 9pm

Shift 5: Monday – Friday 7:30 am – 2pm

Shift 6: Wednesday – Sunday 9am – 3:30pm

Shift 7: Wednesday – Sunday 12:40pm – 7:10pm


Anthony Arevalo

OC Workforce Solutions Center

714-241-4900 ext. 4902

This WIOA Title I financially assisted program or activity is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. If you need special assistance to participate in this program, please call (714) 480-6500. TDD/TTY users, please call the California Relay Service at (800) 735-2922 or 711. Please call 72 hours in advance to allow the OC Workforce Solutions Center to make reasonable arrangements to ensure accessibility to this program.

211OC Work Experience Information Specialist (WSC) 2022
Download PDF • 213KB

The views, information, or opinions expressed by the organization(s) mentioned are solely those of the individuals involved and do not necessarily represent those of the County of Orange and its employees.