NE 211 Warmline Specialist at United Way of the Midlands

Omaha, Nebraska, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jul, 26

Salary

25.0

Posted On

08 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Motivational interviewing, Trauma-informed communication, Case management, Crisis intervention, De-escalation, Child welfare, Resource navigation, Active listening, Documentation, Risk assessment, Mandated reporting, Time management, Collaboration, Cultural humility, CRM systems, Microsoft Office

Industry

Non-profit Organizations

Description

Organization: United Way of the Midlands Job Title: NE 211 Warmline Specialist Department: 211, Programs FLSA Status: Full-time, Exempt Location: Omaha, NE (on-site) About United Way of the Midlands: Since 1923, United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business, government and not-for-profit sectors and raising money to support our community’s most impactful health and human service programs. UWM’s funded programs and direct services – including JAG Nebraska, 211 and the Weatherization Assistance Program – focus on four key areas to improve health and well-being for all, build financial stability and strength, help young people realize their full potential and address urgent needs today to advance a better tomorrow. At United Way, we are committed to fostering integrity, inclusion, and responsibility across our work where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table. UWM’s Mission: United Way of the Midlands UNITES our community’s CARING SPIRIT to build a STRONGER tomorrow. Guiding Principles: At United Way of the Midlands, we… * Build TRUST in everything we do. * Extend GRACE by thinking beyond ourselves. * Show GRIT by bringing it everyday. * Be OPEN to embracing others’ differences. * Actively ENGAGE by listening and sharing. * Live CURIOUSLY to learn constantly. NE 211 Warmline Specialist Summary: The NE 211 Warmline Specialist provides compassionate, trauma-informed telephonic and digital support to caregivers, families, youth-serving professionals, and community members seeking early intervention, parenting guidance, child safety consultation, and resource navigation. This role serves as a critical access point within the Warmline Statewide Prevention Program and is responsible for providing families with the motivation, skills, and support necessary to resolve issues that could be preventing a family from thriving. We are a fast-paced, call center environment, and we believe in teamwork and collaboration. The NE 211 Warmline Specialist ensures that individuals contacting the program receive timely, strengths-based support while maintaining fidelity to established referral protocols, including coordination with the Child & Family Services (CFS) Hotline, Community Collaboratives, Boys Town, and 211 pathways. The position requires sound judgment in assessing child safety concerns and determining when mandated reporting or escalation is required. Responsibilities: * Engages callers using Motivational Interviewing (MI) and trauma-informed communication practices to build trust and reduce barriers to service. * Gathers required demographic and presenting concern information in alignment with reporting standards. * Accurately documents all interactions in the designated case management system in real time. * Conducts structured assessment and triages to determine the nature and urgency of concerns. * Screens for indicators of child abuse or neglect, caregiver stress, behavioral health needs, and crisis risk. * Determines appropriate service pathways * Practices warmline coaching and support. * Processes referrals to community-based services. * Coordinates with partner agencies. * Practices immediate escalation to the CFS Hotline when mandated reporting thresholds are met. * Provides strengths-based problem solving, parenting support, and guided resource navigation. * Coordinates with internal and external partners, including 211, community collaboratives, Boys Town, and other referral sources. * Ensures referrals are appropriate, documented, and followed through to support continuity of care. * Conducts follow-up contacts to assess service effectiveness and identifies additional needs. * Administers post-service evaluation measures as required. * Completes all documentation in a timely and accurate manner to support quality assurance and performance monitoring. Supervisory Responsibilities: * There are no supervisory responsibilities for this role. Required Skills and Abilities: * Communicate effectively by clearly explaining services, guiding sensitive conversations, gathering accurate information, and advocating with partners across inbound and outbound channels. * Demonstrate empathy and professionalism by providing compassionate, non-judgmental support, maintaining appropriate boundaries, and engaging individuals in stressful or crisis situations calmly. * Apply cultural humility and equity-focused practices when serving diverse populations and recognizing systemic barriers to access. * Use critical thinking and sound judgment to assess risk, identify concerns, and determine appropriate triage actions, including mandated reporting and crisis escalation. * Manage caseloads and documentation by maintaining organization, prioritizing competing demands, ensuring accurate records, and supporting continuity of care. * Leverage knowledge of community resources to connect individuals with appropriate services and navigate resource databases efficiently. * Collaborate and coordinate effectively with internal teams and external partners to support service delivery and client outcomes. * Utilize active listening and communication skills to guide individuals through complex or emotionally charged situations. * Operate technology systems proficiently including case management platforms, CRM systems, resource databases, and Microsoft Office tools, while documenting interactions in real time. * Apply crisis intervention and de-escalation techniques while remaining calm under pressure and adapting to changing situations. * Demonstrate strong time management and adaptability to balance call volume, follow-ups, and administrative responsibilities. * Maintain professionalism and ethical standards through confidentiality, sound decision-making, and appropriate workplace conduct Education and Experience: * Bachelor's degree (required) in Social Work, Human Services, Psychology, Child Development, Family Studies or related field (preferred).  * Three to five years’ related experience and/or training in child welfare, child protective services, and family support services. * Experience using Motivational Interviewing preferred. * Case management experience or any other relevant certifications are also considered. * Experience working with families experiencing high stress, trauma, or system involvement. * Call center experience is a valuable asset. Physical Requirements: * Prolonged periods of sitting at a desk and working on a computer. * Primarily telephonic and computer-based work. * Must occasionally lift and/or move up to 10 pounds. * Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * The noise level in the work environment is usually moderate. Benefits:  * Shared health, dental and vision insurance  * Generous 401(k) Retirement plan  * Paid vacation and sick time  * Employer paid life and disability insurance  * Professional development assistance  * Tuition reimbursement  How to Apply:  Please submit your cover letter and resume to resume@UWMidlands.org  United Way of the Midlands is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Responsibilities

The Warmline Specialist provides compassionate, trauma-informed telephonic and digital support to families and professionals seeking early intervention and resource navigation. This role involves assessing child safety concerns, documenting interactions, and coordinating with partner agencies to ensure continuity of care.