[Hiring] Resource Navigator @United Way Of Metropolitan Chicago

Role Description

Similar to 9-1-1, 2-1-1 is a nationally recognized, easy to remember phone number that quickly and effectively connects people in need with resources. In the case of 2-1-1, the connections are to human services and community resources tailored to meet caller needs. The 2-1-1 service is widely available across the country and is being launched in Chicago and Cook County.

The 2-1-1 Resource Navigator is the heart of 2-1-1, trained and certified 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 from individuals seeking assistance with human services information or 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 the Alliance of Information and Referral Systems (AIRS) 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.

THIS POSITION IS FOR THE 2-1-1 CALL CENTER THAT WILL OPERATE 24 HOURS A DAY, 7 DAYS A WEEK. NAVIGATOR ROLES ARE FULL-TIME (40 HOURS A WEEK.)

Qualifications

• Required: High School Diploma or GED and at least two years of customer service experience such as retail, healthcare, and financial services
• 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

Requirements

• Ability to calmly handle high-volume calls and treat callers with dignity, respect, compassion, understanding, and empathy
• Minimum typing speed of 40 WPM
• Proven ability to accurately enter data and verify information from various sources
• 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
• Experience working in crisis intervention or emergency response settings; Training in trauma-informed care and de-escalation technique

Benefits

• Medical, Dental and Vision
• Life and AD&D Insurance
• Disability Leave
• Paid Parental Leave
• Paid Family Leave
• Employee Assistance Program
• 401k Plan
• Paid Time Off including Personal Time, Sick Time & Paid Holidays