Community Resources Specialist in East Syracuse, New York at CONTACT COMMUNITY SERVICES INC

General Information
Position Title:
Community Resource Specialist, PT Location:
Hybrid/remote Date:
August 21, 2026
Reporting Relationship(s):
Position reports to the Community Referral Coordinator Hours:
20-24 hours/week, as scheduled FLSA Classification:
Non-exempt

This is a part-time position totaling 20–24 hours per week. Scheduling is flexible between Monday through Friday, 8:00 AM – 4:00 PM. We are open to various scheduling arrangements to meet the candidate's availability, including five shorter shifts or three longer shifts of approximately 7.5 hours. Specific days and shift structure will be determined in coordination with the hiring supervisor.

Hourly salary is based on certification. Shift differentials include:
+$5/hour for all weekend hours
+$2/hour for other 11pm–7am hours
General Summary
Community Resource Specialist ensures the accuracy and quality of the 211 databases in accordance with Inform USA standards. This position also supports the screening and navigation process in alignment with New York's Medicaid Section 1115 Waiver Health-Related Social Needs (HRSN) framework and the region's Social Care Network (SCN) lead entity. This role involves working directly with community organizations, service providers, and clients to provide support and ensure seamless access to available resources. The Community Resource Specialist is part of a dedicated team that aims to connect people with essential services, ensuring they receive the help they require in a compassionate and efficient manner.

Duties and Responsibilities

• Conduct annual updates with agencies in the 211 databases via various communication channels to maintain database accuracy and Inform USA accreditation
• Continuously update database resources as agency/program changes occur and communicate significant changes to staff as needed
• Assist with human services data collection to ensure accuracy and reliability
• Interview and screen potential new resources for inclusion in the database
• Promote awareness of current and new services/resources
• Respond to 211 inquiries via text and email
• Assist in the roll out of seasonal/short term projects by attending partner meetings and providing updates
• Provide critical service status information as part of community disaster response
• Perform screening and navigation services under 1115 Waiver and document in the SCN platform
• Document all interactions in an accurate and timely manner, ensuring all relevant information is recorded
• Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
• Meet call center performance metrics, as defined by agency and accrediting bodies
• Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
• Attend agency and division staff meetings and approved professional development opportunities to remain knowledgeable about best practices, policies, and protocols
• Perform additional responsibilities as they develop and are assigned
Education Requirements
Associates degree in Human Services field required, Bachelors preferred.

Previous Experience Preferred
Crisis counseling/mental health experience with a demonstrated ability to effectively manage crises; experience linking people with needed community resources; experience with various computer programs, particularly shared databases;

Knowledge and Skills Needed to Perform Effectively in this Position
• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately
• Strong problem-solving abilities and critical thinking skills to assess needs and provide appropriate referrals
• Ability to work under pressure and handle high call volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies
• Work closely with team members and supervisors to ensure seamless operations

Additional Requirements
• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Required to pass Inform USA Community Resource Specialist and Inform USA Database Curator certification exams as soon as eligible and meet qualifications to maintain certifications
• Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.
Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)
• Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.