211 - Community Resource Nav Specialist

United Way of Greater Cleveland • Cleveland, OH

1d • $18 • Remote

About The Position

The 2-1-1 Navigation Specialist is responsible for assisting the public, social service agencies, health providers and/or other agencies in identifying resources within health and human services. Uses exceptional customer service techniques for responding to multi-channel communication inquiries; phone calls, emails, text, chat) to collect information, assess needs, and provide information about resources available.

Requirements

• Minimum High School diploma or equivalent
• 1 year of project administration support or other relevant experience
• Interpersonal, relationship building skills
• Customer service skills
• Analytical thinking skills
• Research and problem-solving ability
• Excellent oral and written communications skills
• Professional, customer service skills
• Proactive, flexible and team player
• Attention to detail and accuracy
• Call center related skills
• Call center project support
• Health and human services

Nice To Haves

• Previous experience in the field of Health and Human Services preferred.

Responsibilities

• Responds to inquiries using established policy and procedures provides assistance and information for obtaining health and human services.
• Uses exceptional customer service techniques for handling multi-channel communication inquiries; phone calls, emails, text, chat) to collect information, assess needs, and provide information about resources available.
• Gains an understanding of each inquirer's situation, including the origins of the difficulty, circumstances, and barriers preventing resolution of the problem
• Helps inquirers prioritize their needs and build an action plan, identifying resources that can meet their needs. Empowers inquirers to understand and solve their problems.
• Responds in a professional, nonjudgmental manner when interacting with all populations, including but not limited to people with disabilities, older adults, youth, veterans, people with addictions, those with behavioral health needs and people of all religions, sexual orientations and gender identities. Recognizes the client’s right to accurate, comprehensive and unbiased information about services available in the community. Avoid introducing personal beliefs into the referral process. Demonstrates respect for the values, traditions and/or lifestyles of the inquirer.
• Tracks information about the inquirer, the individual’s pertinent data, and information about resources provided ensuring accuracy of information collected and maintaining sensitivity to confidential information.
• Maintains database records for use in developing reports and for providing follow-up services, obtaining feedback regarding problems or issues they encountered and for ensuring the individual’s needs are being met.
• Implements customer service techniques for handling calls and de-escalating situations. Responsible for escalating problems or situations of a critical nature to a Lead Navigation Specialist or manager for handling.
• Implements established processes for collecting and documenting data and other pertinent information required to compile reports and metrics.
• Maintains knowledge of health programs, participates in team meetings, completes reading, training and other assignments or requirements in order to remain current in the Navigation Services field.
• Works as a team to administer equitable, confidential, compliant and professional customer service techniques.
• Provides support to team members during periods of high volume to assure team productivity goals and objectives are met.
• Support the 2-1-1 team at events and community activities in promoting the work of the 2-1-1 Navigation Services.
• Other responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED