Job Opportunities

Emergency Housing Intake Specialist - Part-time

Vermont 2-1-1 Emergency Housing Intake Specialists have both individual and shared responsibility and accountability for delivering quality, professional information, referral, and advocacy services to inquirers. The Vermont 2-1-1 Emergency Housing Intake Specialist is Vermont 2-1-1’s front-line representative to the public. The Vermont 2-1-1 Emergency Housing Intake Specialist takes incoming calls and makes follow up calls on a scheduled basis. Calls are primarily for emergency housing but include requests for simple information. This position supports the Information & Referral Specialist Team. The Team will have the primary responsibility for all aspects of the emergency housing program. This part time seasonal position begins in December 2017 through April 2018.

General Responsibilities:
• Answer and respond to inquiries from various sources (phone/email) while maintaining a high level of customer service
• Provides emergency housing information (shelter or motel information) to callers experiencing homelessness after hours (4:30pm – 8:00pm)
• Engage inquirers to assess their emergency housing needs while utilizing a database for Emergency Housing intake
• Document all call information according to standards
• Provide accurate and relevant information to inquirer to help them meet their needs
• Identify and escalate priority issues
• Complete assigned follow-up calls to inquirers
• May assist with special projects
• Contributes to the overall success of the United Ways of Vermont by performing other essential duties and responsibilities as assigned.


• Good to excellent verbal skills, particularly empathetic listening and problem solving
• High level of attention to detail and accuracy
• Demonstrated ability to handle difficult, sensitive and confidential situations with mature attitude and judgment, poise, tact and diplomacy
• Ability to work accurately under pressure
• Ability to accurately assess an inquirer needs and situation, problem solves with an inquirer and provides accurate information
• Must have good to excellent written communication skills
• Must be able to handle crisis situations and deal with difficult inquirers
• Must be able to accurately type at least 30wpm
• Proficient in Microsoft Office applications and be able to utilize multiple computer based systems for documentation
• High School diploma with 1+ years experience in social service and/or call center environment; Bachelor’s degree in Social Work or relevant field preferred
• Demonstrate the ability to work with multicultural/ethnic inquirers, older adults, people with disabilities, sexual minorities and other special populations.

Interested persons should submit a cover letter and resume to Sarah Lee.

Applications will be accepted until position filled.


United Ways of Vermont is an equal opportunity employer.  Candidates from diverse backgrounds are encouraged to apply.

Additional information