[Hiring] Community Resource Navigation Specialist @United Way of Greater Cleveland

• Essential Job Functions/Key Accountabilities:

• 2-1-1 Navigation Information and Referral
  • 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 Duties

• Other responsibilities as assigned.

• Full-time, 37.5 hours per week. Flexibility required to support the needs of a 24-hour help center.

• Required Education and Experience:
• Minimum High School diploma or equivalent
• 1 year of project administration support or other relevant experience
• Previous experience in the field of Health and Human Services preferred.

• 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

• Working conditions are normal for an office environment which includes but not limited to the following:
• Extended periods of sitting, talking on phone
• Extended periods using computer technology.
• Some local travel
• Ability and means to travel on a flexible schedule as needed, proof of liability and property damage insurance on vehicle used is required.
• Occasionally required to stand’ walk; sit; use hands to fingers; hand or feel objects; tools or controls; 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.

UWGC is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, creed, disability, veteran status, advanced education, marital status, age, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin or ancestry, genetic information, and other legally protected characteristics, in accordance with applicable laws. The EEO is the Law poster is available here.