Job Role Description

Customer Service > Community Resource Specialist

Salary National Average

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48520.0000 53370.0000 60410.0000

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Candidate Supply: 1,618 Job Openings: 2,835

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Short Description:

 A Community Resource Specialist helps individuals and families identify and access services that address their needs. They assess requests for assistance, research available resources, explain program requirements, and connect people with services such as housing, food assistance, healthcare, transportation, and employment support. They also document referrals, follow up on service access, and maintain relationships with community providers. Strong listening, problem-solving, organizational skills, and compassion are essential for helping people navigate available support.

Duties / Responsibilities:

  • Respond to requests for assistance through telephone calls, email, text, online chat, or in-person interactions.

  • Conduct intake conversations to understand individual needs, identify priorities, and determine appropriate resource options.

  • Research available community services and explain eligibility requirements, application procedures, and supporting documentation.

  • Refer individuals to appropriate agencies and programs, providing clear instructions and coordinating direct connections when needed.

  • Assist individuals with accessing services, completing relevant forms, and addressing barriers to participation.

  • Follow up on referrals to determine whether individuals received assistance and identify unresolved needs.

  • Maintain accurate records of contacts, assessed needs, referrals, follow-up activities, and service outcomes.

  • Verify and update resource directories, including provider contact information, services, eligibility requirements, and availability.

  • Build working relationships with service providers and coordinate information sharing to support effective referrals.

  • Identify recurring unmet needs and contribute information to reports, program improvements, and community resource planning.

Skills / Requirements / Qualifications

  • Community Resource Knowledge: Understanding of local nonprofit, government, healthcare, housing, and other support services relevant to the population served.

  • Information and Referral: Ability to identify suitable services, explain available options, and provide accurate guidance on accessing assistance.

  • Intake and Needs Assessment: Ability to gather relevant information, recognize immediate priorities, and match individual needs with appropriate resources.

  • Active Listening and Communication: Strong listening, questioning, and communication skills, with the ability to explain complex information clearly and respectfully.

  • Service Navigation and Advocacy: Ability to help individuals understand application processes, address access barriers, and communicate with service providers.

  • Problem-Solving and Judgment: Ability to evaluate resource options, recognize service limitations, and determine appropriate next steps.

  • Cultural Awareness and Empathy: Ability to work effectively with people from diverse backgrounds and respond sensitively to difficult circumstances.

  • Documentation and Confidentiality: Ability to maintain accurate records, handle personal information discreetly, and follow organizational privacy procedures.

  • Database and Office Software: Proficiency with resource databases, client-record systems, and office applications used for documentation, communication, and reporting.

  • Resource Directory Maintenance: Ability to research, verify, categorize, and update service information so referrals remain accurate.

  • Organization and Follow-Up: Ability to manage multiple requests, track outstanding actions, and provide timely follow-through.

  • Crisis Awareness: Ability to recognize urgent concerns, remain calm, and follow established escalation procedures within the scope of training.

  • Language Skills: Additional language proficiency may be preferred or required when serving particular communities.

  • Preferred Credentials: Inform USA’s Community Resource Specialist (CRS) certification may be preferred or required for information-and-referral positions. Employer requirements and certification eligibility vary.

Job Zones

  • Title: Job Zone Four: Considerable Preparation Needed.

  • Education: An associate’s or bachelor’s degree in human services, social work, psychology, sociology, or a related field is commonly requested. Some employers accept an equivalent combination of education and relevant experience.

  • Related Experience: Experience in human services, information and referral, community programs, client support, or related customer service is generally sought. Some employer examples specify approximately two years of relevant experience; requirements vary by position.

  • Job Training: Employer-specific training covers community resources, eligibility requirements, referral procedures, client-record systems, confidentiality, and handling urgent requests.

  • Job Zone Examples: These occupations involve assessing needs, coordinating assistance, applying specialized program knowledge, and helping individuals access community services.

  • Specific Vocational Preparation in Years: 2-4 years of preparation (7.0 to < 8.0).

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