Current Employment Opportunities:


Job Title: Duluth Government Services Center 2-1-1 Liaison 

Department: Head of the Lakes United Way (HLUW)/St. Louis County Public Health and Human Services (PHHS) 

Report to: HLUW Impact Director/PHHS Supervisor  

Exempt OR Non-Exempt: Non-Exempt 

Core Hours: Full-time, 40 hours per week. Government Services Center Central Intake Area open Monday-Friday, 8:30am to 4:30pm. In cases of emergency and crisis, must be able to work a flexible schedule with the possibility of some early morning, evening, and weekend work. 

Starting Pay: $19.51/hour-$22.00/hour, depending upon experience

Basic Function:

Serve as a liaison between HLUW, Minnesota 2-1-1, and St. Louis County PHHS. Provide comprehensive Information and Referral for clients and staff within the Central Intake Area of the St. Louis County Government Services Center. Collaborate with the St. Louis County Triage social workers and Economic Services and Support workers to provide and direct clients and staff towards services and agencies both external and internal to best meet needs.

Job Responsibilities: 

  1. Interview callers to determine their service need and refer them to appropriate community resources.
  2. Orient and motivate clients to use service(s) and provide follow-up as necessary to verify that services were rendered and the customer’s needs and/or rights were handled properly.
  3. Conduct follow-up to all crisis callers, callers with multiple issues, and those who need additional assistance attaining services.
  4. Follow confidentiality agreements and data privacy laws and protocols.
  5. Accountable for the individual and team performance standards required by AIRS and United Way, including St. Louis County protocols.
  6. Keep Triage Team members informed of updates to the Minnesota statewide 2-1-1 Information & Referral Service.
  7. Maintain a current knowledge of community resources and professional expectations along with familiarization of St. Louis County internal resources.
  8. Assist periodically with outreach activities, representing Minnesota 2-1-1 at presentations in the community.
  9. Attend mandatory training including but not limited to person-centered thinking training, trauma informed care, and crisis de-escalation.

Knowledge, Skills, and Abilities: 

  1. BA/BS or equivalent experience.
  2. Demonstrated knowledge of and/or experience with the human service delivery system or library sciences preferred.
  3. Demonstrated ability to make decisions and judgment calls quickly in emergencies and crises, including utilizing de-escalation skills.
  4. Knowledge of the InfoLine Taxonomy or other human service classification system preferred.
  5. One-to-one interviewing and assessment skills.
  6. Demonstrated computer literacy especially using customized database software, Microsoft Office Suite applications (Outlook email, calendar, Word, Excel), and ability to do research on the Internet and custom software competently.
  7. Ability to work independently, including the ability to set priorities, meets timelines and focus on critical activities.
  8. Ability to work as part of a team, including communicate effectively and promote a positive and culturally responsive work environment.
  9. Ability to pay great attention to detail and have written work closely scrutinized and edited.
  10. Flexibility to take on additional responsibility and assignments on short notice and follow-through until finished.
  11. Ability to make decisions, problem-solve and interpret policy in the absence of a supervisor or in the field.
  12. Ability to handle conflict, multi-task, and adapt quickly to changing situations.
  13. Positive commitment and ability to work with a staff and serve a community with diverse education, experiential and cultural backgrounds.
  14. Excellent customer service skills and an ability to work with internal and externalcustomers in a friendly, cooperative and professional manner.
  15. Strong writing and editing skills in English required.
  16. Will be required to work other than scheduled hours, during local or national disasters.
  17. Reliable transportation or access to reliable transportation required, especially in event of local or national disaster.

Disclaimer: This description reflects management’s assignment of essential functions, and does not proscribe or restrict the tasks that may be assigned. The job description is subject to change at any time.

Application Instructions:

This position will be open until filled. If you’re interested in applying for the position, please submit a resume and cover letter as soon as possible to Matt Hunter at mhunter@hlunitedway.org, or mail to:

Attn: Matt Hunter, President

Head of the Lakes United Way

424 West Superior street, Suite 402

Duluth, Mn 55802

(PLEASE NOTE: Due to HLUW staff working primarily from home during the pandemic, email submission of applications is preferred. If you need to use mail to submit your application, please notify Matt using the contact information below.)

Questions: Contact Matt Hunter at 218.213.8188 or email mhunter@hlunitedway.org.



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