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United Way- Information and Referral Specialist: Work Experience

Updated: Feb 8


Education Required


Experience Required

# of Openings



Associates or Bachelors Preferred

Various shifts detailed below

See Below








*Please note in the event of a permanent placement, the wage rate is not guaranteed.


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.


  • 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.

  • Perform in-depth screenings and assessments, collects client information, and encourage clients to apply for entitled benefits.

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

  • Educate clients on available services to ensure it best fits their need and empower clients to choose the services they feel are most appropriate for their situations.

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

  • Provide warm transfers to appropriate crisis response teams in critical situations to receive help including Domestic Violence, Suicide, and Behavioral health hotlines, fire, and police departments.

  • Assist callers with different languages by using the Language Line.

  • Develop an expert working knowledge of the 211OC’s management software including Community Information Exchange database, telephony, softphone, texting, administrative systems and other approved software.

  • Troubleshoot unavailability of services through expert knowledge of navigation of the 211OC’s resource database and through teamwork with other I&R Specialists and the Resource Department.

  • Assist clients in problem-solving when no services are available which can meet their needs.


  • Customer Service.

  • Crisis management and problems solving.

  • Communication and interpersonal skills.

  • Multitasking.


All volunteers, in performing their respective tasks and duties, are to perform quality work within deadlines, with or without direct supervision; interact professionally with other employees, volunteers, customers, and suppliers; work effectively as a team contributor on all assignments; and work independently while understanding the necessity for communicating and coordinating work efforts with other employees, volunteers, and organizations.


The physical demands described here are representative of those the volunteer must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, use hands-to-finger, handle, or feel; reach with hands and arms and talk or hear. The volunteer is occasionally required to stoop, kneel, or crouch.

Background check required.


The first two weeks require mandatory training Monday-Friday from 9:00 a.m. to 3:30 p.m.

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: Monday – Friday 7 am – 1:30 pm

Shift 7: Wednesday – Sunday 9am – 3:30pm

Shift 8: Wednesday – Sunday 12:40pm – 7:10pm

This opportunity is available to WIOA participants only. To enroll in the program, email us at

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.

United Way Information and Referral Specialist WEX Flyer
Download PDF • 177KB

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.


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