GENERAL FUNCTION: The 211 Resource Navigator plays a vital role in helping residents access social services by collecting data, conducting needs assessments and facilitating referrals within a network of community partners. This role is challenging, emotionally demanding and deeply impactful. Resource Navigators provide a broad-based human services assessment, making appropriate service referrals through a referral platform and ensuring follow-up to confirm referrals are utilized effectively. The 211 Resource Navigator's responsibilities may evolve to align with new community needs and United Way initiatives, ensuring flexible and responsive support to residents. All calls to 211 are recorded for quality and training purposes.
KEY AREAS OF RESPONSIBILITY: - Data Tracking & Advocacy: Secure consent and build caller profiles for longitudinal records. Collect and record data on referrals, including types, demographics, and agency responses, to contribute to daily and weekly reports. Act as an advocate for residents, ensuring they are connected to the resources they need.
- Client Support & Referrals: Compassionately assess the needs of community members and provide referrals for immediate and ongoing support through our network of trusted community partners. Referrals will be primarily made via a technology platform. Handle challenging and sensitive calls, including mental health crisis, abuse or neglect calls assessing clients' needs, providing warm transfers to specialized community services and managing complex, emotional or high-stress situations with care and professionalism.
- Program Screening: Proactively conduct screenings for designated programs, considering appropriateness and availability to community members.
- Collaboration & Program Improvement: Work closely with the Director of Community Connections, 211 Sr. Manager(s) and other United Way staff to evaluate and enhance 211 operations, including call quality and customer satisfaction, contributing to continuous improvement of the program. Record unmet needs to inform United Way's Community Impact agenda.
JOB RELATIONSHIPS WITH: General Public; United Way of Greater Cincinnati Team Members and Social Services Providers.
MINIMUM QUALIFICATIONS: - Education: Bachelor's degree from an accredited college or university with a major in Social Work, Human Services or a related field (preferred).
- Experience: At least one year of experience in the human services field, including social service interviewing, is desirable. Broad knowledge of human services and the Greater Cincinnati service network preferred.
- Skills: Strong organizational, problem solving and communication skills. Knowledge of community resources. Effective and comprehensive computer skills, including Microsoft Office. Ability to work independently and in group settings and build effective relationships with staff, administration, volunteers, agencies, and community members.
WORKING CONDITIONS: - Collaborative call center office environment.
- Extended periods of computer screen use.
- Full-time hours M-F with occasional remote weekend work rotation (Saturdays between 7:00am and 6:00pm and Sundays between 7am and 3:00pm)
SALARY: $21.50-$23.50 per hour (final offer based on level of experience) plus competitive benefits package
BENEFITS: - Generous paid time off including vacation, personal, sick, and holiday time
- Medical, Dental, Vision, Life Insurance, 403b plan with company match
- Short-Term & Long-Term Disability Insurance
- Employee Assistance Program and access to other free health programs
- Community volunteer opportunities
- Professional development and training opportunities