2-1-1 Community Resource Navigation Specialist

United Way of Greater Cleveland is a “Flexible First” organization.  “Flexible First” means that we embrace a hybrid model that allows employees to work both remotely and at our existing office.  Employees will regularly work at our existing office for approximately 10 to 80 percent of their time each month based on business/operational needs, and the rest of the time they may work from a remote physical location of their choice within a reasonable commuting distance from the office which must be identified to the organization in advance. Human Resources and Hiring Manager will set expectations on the employee’s preferred time in office with consideration to business/operational needs. UWGC has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute.

**Proof of COVID-19 vaccination will be required for employment. Accommodations for medical and religious purposes under Federal Law will be considered.  

Full time\ Tuesday - Saturday 12pm - 8pm Remote 

Full time \ Sunday - Thursday 10am - 6pm Remote

Full time\ Monday - Friday 8am - 4pm Hybrid

Purpose of 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.   

  Duties and Responsibilities: 

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 builds 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. Avoids 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. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice. 

Qualifications: 

Required Education and Experience: 

Minimum High School diploma or equivalent  

1 years of project administration support or other relevant experience 

Previous experience in Health and Human Services field preferred. 

Specialized Knowledge, Skills & Abilities (KSA) 

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 

Work Environment/Physical Demands (if any): 

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential job functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. 

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 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.