[Hiring] 211 Multi-Program Contact Center Navigator @United Way of Greater Cleveland

Role Description

The 211 Multi-Program Contact Center Navigator provides centralized contact center support across multiple funded programs. This work is grounded in Information and Referral (I&R) practice, the core discipline underlying all assigned programs. The Navigator uses exceptional customer service techniques for responding to multi-channel communication inquiries (phone calls, emails, text, chat) to collect information, screen for program eligibility, and connect callers with the correct resource for their assigned program.

Training for this role is paid and takes place Monday through Thursday, combining group work, shadowing, and self-paced independent work. Total weekly training hours will be capped at 19.75.

Duties and Responsibilities

• Responds to inquiries using established policies and procedures for the assigned program.
• Learns and navigates the specific data or case management system required by each program.
• Uses exceptional customer service techniques for handling multi-channel communication inquiries.
• Gains an understanding of each caller's situation, including circumstances and barriers driving the need for services.
• Screens callers against the assigned program's eligibility criteria and documents findings accurately.
• Submits tickets or service requests as required by the assigned program.
• Responds in a professional, nonjudgmental manner when interacting with all populations.
• Recognizes and appropriately responds to callers in crisis, using established safety and de-escalation protocols.
• Tracks caller information and case data in the appropriate systems.
• Maintains database records to support reporting, follow-up services, and continuous improvement.
• Implements customer service techniques for handling calls and de-escalating situations.
• Maintains knowledge of assigned program requirements and participates in team meetings.
• Provides support to team members during periods of high volume.
• Supports the 2-1-1 team at events and community activities.
• Other responsibilities as assigned.

Qualifications

• Minimum High School diploma or equivalent.
• At least one year of relevant experience.
• Previous experience in health and human services or other community-facing service field preferred.

Requirements

• 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 or centralized intake experience.
• Familiarity with health and human services or community-facing programs preferred.
• Ability and willingness to learn multiple program-specific data or case management systems.

Work Environment/Physical Demands

• Normal office environment with extended periods of sitting and talking on the phone.
• Extended periods using computer technology.
• Some local travel required.
• Occasionally required to stand, walk, sit, use hands to fingers, reach with hands and arms, talk and hear.
• Employees may need to occasionally lift up to 25 lbs.
• The noise level in the work environment is usually minimal.