Community Resource Navigation Specialis

Job Description

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.

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.

Part-time / Remote

Tuesday - Saturday 12:00am - 6:00am

Starting Rate - $18.00/hr

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