Founded in 2002, by the United Ways of New Jersey, NJ 211 is a nonprofit created to help people
find community resources that address the basic needs of life – food, shelter, health care and more.
NJ 211 is mission-driven and works tirelessly, 24/7, to answer the call for help via phone, text, chat
and through our online social service directory. The goal is to empower people with referrals,
information and hope to address their needs. With an annual budget of $9M from government and
charitable dollars, NJ 211 has become a trusted resource that residents, professionals and state
officials turn to times of personal crisis and statewide disasters. With national accreditation from
Inform USA, NJ 211 utilizes best practices in delivering information and referral services.
NJ 211 is a friendly, fast-paced and demanding work environment. Our professional office offers a
comfortable work atmosphere, conveniently located near Route 287and Route 10. We value a lifework balance and provide four weeks PTO, flex time and hybrid schedules. Individuals with a
passion for excellence and helping others will thrive at NJ 211.
The Lead Community Resource Specialist (Lead) manages the call queue, and serves as frontline support to other Community Resource Specialists (CRS). The Lead reports to the Program
Manager, but takes direction from the Supervisor on duty. The Lead assists CRS handle
challenging calls, answers questions, and serves as first point of escalation. As subject matter
expert in their program area, the Lead will train new hires, and deliver refresher training to
existing staff. Further, the Lead will be responsible for drafting, updating, and maintaining the
This position is Sunday and Monday 3:00 PM to 11:00 PM and Tuesday through
Thursday 11:00 AM to 7:00 PM, and may be required for on-call or additional
Serve as front-line support to CRS, answer questions and offer assistance with
challenging consumers, handle escalations, and hand-off to Supervisor when
Monitor the call queue (call volume, staffing, and agent productivity) to ensure key
performance indicators are being met.
Handle inbound contacts from consumers when appropriate by answering call, chat, text
and/or email requests.
Create the queue report at the end of the shift, summarizing feedback from the
CRS team, including performance statistics and snippets of the queue.
Assist the Supervisor with leading monthly meetings, reviewing metrics and updating
the staff on new processes.
Achieves subject matter expertise in the Program.
Delivers new hire and refresher training classes. Update and improve training materials
(PowerPoints, video recordings, etc.).
Oversee new hires in hands-on training with live callers in the bullpen, before they are
released to the floor.
Participate in internal events, trainings, attend staff meetings, conferences and
workshops in order to upgrade professional skills.
Complete delegated tasks and special projects in a timely manner.
Other duties as assigned.
High School diploma required. Two or four-year degree in health, human services, or
related field preferred.
One-year previous experience in call center preferred. Alternately, experience working
with a social service organization.
English/Spanish bi-lingual preferred.
AIRS Certified preferred.
Proven ability to work effectively with people of diverse ethnic and
Strong attention to detail.
Working knowledge of standard business application software programs; ability to type
and use multiple programs at one time.
Demonstrated evidence of assessment and problem solving skills.
Strong oral and written communication skills.
NJ 211 is a disaster response organization working in partnership with the state emergency
operation center. This requires all staff to be available during times of emergency, to work
beyond normal hours and/or flexible hours to meet needs.
FSLA: Non-Exempt. This position is eligible for overtime. This position is hybrid and requires
some days in the office.
The salary for the Lead Community Resource Specialist is up to $21.00 an hour.
Temporary staff must be with the organization for six months in order to be considered for regular
full time employment within the organization.
NJ 211 does not discriminate based on race, color, national origin, sex, religion, age, disability,
sexual orientation, gender identity, veteran status, height, weight, or marital status in employment
or the provision of services and is an equal access/equal opportunity employer.
Send your resume to firstname.lastname@example.org