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

Role Description

This role consists of 4-hour shifts, including daytime and evening shifts from 8:00 a.m. to 12:00 p.m. and evening shifts. Weekend and holiday availability is required. Schedule and weekly hours will vary.

Part-Time/Remote $18.00 an hour

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. 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. Because this role supports multiple programs, the Navigator is expected to learn and work across the specific data system and process each program requires, moving between systems based on the needs of each caller.

Training for this role is paid and takes place Monday through Thursday, combining group work, shadowing, and self-paced independent work. Group sessions will run 5:00 p.m.–10:00 p.m., one to two days per week, with the remaining training days spent on independent assignments. Total weekly training hours will be capped at 19.75. Staff will be expected to complete independent assignments on schedule and stay current with all training requirements throughout.

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
• 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 and to move between them based on the needs of the caller

Requirements

• 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, moving between systems based on the needs of the caller.
• Uses exceptional customer service techniques for handling multi-channel communication inquiries (phone calls, emails, text, chat) to collect information, assess needs, and determine eligibility for the assigned program.
• Gains an understanding of each caller's situation, including the circumstances and barriers driving the need for the assigned program's 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 to route callers to the appropriate resource or follow-up support.
• 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 and appropriately responds to callers in crisis, including callers experiencing a mental health crisis, using established safety and de-escalation protocols, and connects callers with emergencies, crisis, or mental health resources as needed.
• Tracks caller information and case data in the appropriate systems, ensuring accuracy of information collected and maintaining sensitivity to confidential information.
• Maintains database records to support reporting, follow-up services, and continuous improvement of the intake process.
• Implements customer service techniques for handling calls and de-escalating situations.
• Responsible for escalating problems or situations of a critical nature to a Lead 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 assigned program requirements, participates in team meetings, completes reading, training and other assignments or requirements in order to remain current in the 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 211 service.
• Other responsibilities as assigned.

Benefits

• Paid training
• Flexible schedule
• Part-time remote work
• Competitive hourly wage of $18.00

Company Description

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.