Community care advocate - high volume call center

Every day, United Way for Southeastern Michigan (UWSEM) works alongside community partners, donors, and nonprofits to create measurable, lasting change across Southeastern Michigan. By investing in programs that support education, economic stability, and health, UWSEM helps ensure individuals and families have the resources they need not just to get by, but to thrive. Our work is grounded in collaboration, accountability, and a deep commitment to the communities we serve.

This full‑time position offers a hourly pay rate of $19.24, along with a comprehensive benefits package that includes major medical, dental, and vision coverage, a 403(b) retirement plan, short‑ and long‑term disability, AD&D coverage, ASPCA pet insurance, a DoorDash discount, 20 days of paid time off per year, 12 paid holidays, and one floating holiday.

The Community Care Advocate answers calls and provides information and referrals to community members who are in need of assistance. The incumbent in this position demonstrates compassion and empathy while employing exceptional listening skills in order to fully understand caller's needs and recommend effective alternatives for resolution.

Key Responsibilities:

• Process a high volume of incoming calls from low-income clients seeking information and referrals for social services. This may include: food, clothing, shelter and housing, and utility bill payment assistance.
• Employ listening skills in order to understand all of the caller's needs.
• Demonstrate a high degree of empathy, showing the appropriate levels of care and understanding, without being, or being perceived as, judgmental.
• Identify and offer effective solutions to both expressed and latent needs.
• Connect callers with resources in the caller's area that offer assistance.
• Utilize the department's database information, demonstrating technical skills that lead to efficient and effective outcomes.
• Report inaccurate database information to the Resource group for correction.
• Record caller data accordingly to prescribed policies.
• Represent United Way 2-1-1 at community events designed to inform people in the community about 2-1-1 services.
• In addition to the core responsibilities of the position, may be asked, or may seek, to engage unique abilities, strengths and passions through participation on cross-functional teams.

Competencies:

• Communicates Effectively
• Relationship Management
• Adaptability
• Tenacity
• Continuous Learning
• Self-Management
• Drives for Results
• Problem Solving / Critical Thinking
• Customer Focus
• Teamwork and Inclusion
• Self-Awareness

Demonstrated Abilities:

• High-impact, customer-focused telephone communication skills
• Effective listening and problem solving involving customer service via telephone
• Ability to function successfully in a fast-paced, often stressful work environment

Acquired Knowledge:

• High school diploma, with some social services coursework or experience preferred
• A minimum of 1 year of experience in a high-volume crisis center
• Basic computer skills, including MS Word, Outlook, Excel, and Internet searches

United Way for Southeastern Michigan is an Equal Opportunity Employer.

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.

This job posting will close 9/30/2026