United Way Fox Cities - 211 Intern (Lawrence-Funded Internship)

United Way - Fox Cities

POSITION TITLE: 211 INTERN 

DEPARTMENT: COMMUNITY DEVELOPMENT

REPORTS TO: 211 Program Director

PURPOSE OF POSITION:  Responsible and accountable for delivering quality, professional information and referral services to callers. The 211 Intern serves as the front-line representative to the public, takes incoming calls, makes follow up calls, and assists with community outreach. Calls range from requests for simple information to complex cases with multiple needs requiring time spent on advocacy and/or crisis intervention. 

Key Responsibility Area - Phone Specialist:

1. Answers incoming calls on an assigned schedule.
2. Assesses caller’s needs and makes accurate referrals to appropriate agencies, programs and services.
3. Provides crisis intervention to caller in crisis according to established protocols.
4. Researches answers to new questions and requests for unknown services according to established protocols.
5. Advocates for individuals experiencing difficulty or lacking the ability needed to make effective contact with agencies, programs and services in partnership with 211 Program Director.
6. Schedules and makes follow-up calls according to established protocols.
7. Accurately records transaction information on all caller contacts.
8. Works effectively as a team member in a shared work environment.
9. Attends team meetings, on-site trainings, conferences and workshops to improve professional skills.
10. Stays informed on broad social issues and changes that impact human services.
11. Maintains INFORM USA Accreditation quality assurance goals.
12. Represents United Way 211 effectively to agencies and groups both on the telephone and in person.

Other Key Responsibilities:

1. Assist with maintenance of the 211 database and website in partnership with the 211 Program Director.
2. Assist with data analysis and reporting.
3. Follow department and office management procedures as developed.
4. Attend United Way Fox Cities’ functions as requested.
5. Attend and assist in planning 211 Advisory Board meetings.
6. Perform in person Information and Referral within community centers/non-profits.
7. Assist in planning community events. 
8. Attend community meetings, agency fairs, and training as requested.

Perform other job-related duties as may be necessary to fulfill responsibilities of this position.

Work Relationships: 

External

A positive rapport with individuals calling and using United Way 211 services as well as community human services providers is required.

Internal

A cooperative and team-based working relationship with the 211 Program Director and staff is required.

Position Specifications:

Education and Experience

Enrollment in a higher education program. Human Services, Psychology, or other Social Services major preferred. 

Skill Requirements

Strong interpersonal skills, ability to take direction and provide feedback, excellent written and verbal communication skills, computer skills including MS Office (Excel and Word), knowledge of Internet, strong organizational skills, and strong attention to details. Bilingual (English/Spanish) a plus.

Abilities

Follow established INFORM USA and internal 211 protocols, willingness to take appropriate initiative to assist and advocate for customers; listen to customers, provide appropriate referrals, and respect confidentiality; plan, prioritize, and organize work effectively; willingness to learn; remain flexible, share responsibilities and job functions when needed and appropriate. Ability to work assigned schedule a must.

Working Environment

Most responsibilities are performed in the office with approximately 5% of the time spent promoting United Way 211 services through agency fairs and attendance at meetings. Most work is conducted in a call center environment, seated at a shared desk; regular use of a computer and peripherals is required. There may be some exposure to repetitive work on the computer. Working under deadlines is an integral part of the job. Standard hours for the 211 department are Monday-Friday 8am-4:30pm however, there are times when job responsibilities need to be fulfilled outside the normal workday and times, typically for community events or outreach opportunities. After training, call center duties can be performed remotely.

Compensation:
This internship is part of the Lawrence-Funded internship program. The student selected for this internship will receive a $5k stipend to help cover housing and transportation costs and living expenses. For additional details and to see other Lawrence-Funded opportunities, please visit this webpage. 

Before applying, you must meet with a Career Center staff Ty Collins for a resume review, or your resume must achieve green status in VMOCK.  If your resume does not meet professional expectations, you may be asked to resubmit your resume.  Please make an appointment with the Career Center here on Handshake.

• Once your resume is approved, you will then apply directly in Handshake by March 27th, 2026.

Please ask Michelle Buchinger for more details about how funding works Michelle.m.buchinger@lawrence.edu