The 211 Resource Navigator is the heart of 211 to help our neighbors in need. The Resource Navigator is trained to interact with a person in need, provide the best referrals available, and follow-up to make sure assistance has been received. The individual handles customer inquiries by phone, text, chat, or email in an empathetic manner from individuals seeking assistance with human services resources while maintaining the confidentiality of the caller. The individual handles sensitive information and adheres to HIPAA compliance. The individual ensures that responses to inquiries are completed timely and according to established service and Inform USA quality standards. This position focuses on showing empathy, patience, compassion, and professionalism while referring callers to the appropriate human service agencies that have the necessary resources to assist them with their basic needs of food, clothing, and shelter, etc.

Essential Functions

• Responds to inbound phone contact, texts, and chats
• Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller's need(s)
• Accurately assess caller's needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions
• Meets all production, quality, and adherence standards, including Inform USA and HIPAA
• Attends all required training classes and meetings
• Elevates issues to next level of supervision, as appropriate
• Maintains accurate records, including timekeeping records.
• Demonstrate a willingness and ability to work with difficult callers or calls using accepted. techniques and principles
• Provide follow-up and advocacy services as necessary to community members.
• Responsible for handling contacts for up to 20 special projects with diverse workflows.
• Responsible for maintaining knowledge of over 10 different systems.

Additional Functions

• Responds to text and chat for special projects
• Attend community events and educate individuals about the services 211 offers.
• Data clean-up when required
• Other duties as assigned or requested

People Management Responsibilities

• N/A

Financial/Budgetary Responsibilities

• N/A

Education and Experience

• Required: High School Diploma or GED and at least two years of customer service experience
• Preferred: Bachelor's degree in social work or health or human services related field plus two or more years of experience in health or human services, social work, or related non-profit organization

Knowledge, Skills, and Abilities

• Required:
  • Ability to calmly handle high-volume calls and treat callers with dignity, respect, compassion, understanding, and empathy
  • Minimum typing speed of 40 words per minute
  • Comfort with technology to include typing while speaking on the phone, reviewing multiple screens, utilizing text and chat, and using Office products including Outlook email
  • Demonstrated ability to accurately record summary of call and ask required screening questions
  • Excellent verbal and written communication skills; ability to communicate clearly to individuals with varying levels of comprehension and language proficiency
  • Excellent telephone etiquette, including exhibiting friendliness while controlling the conversation
• Preferred:
  • Bi-lingual

Certifications/Licenses

• Required:
  • Passing of a background check and drug screen after selection
  • Completion of AIRS Certification upon becoming eligible
• Preferred: AIRS Certification at the time of hire

Physical Demands

• Sedentary: Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time but may involve walking or standing for brief periods of time.

Travel Requirements

• Occasional travel within the region via ground transportation

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change; new ones may be assigned at any time with or without notice.

https://unitedwayswpa.org/about-us/career-opportunities/benefits