211 EOK Housing Navigator

Tulsa Area United Way • Tulsa, OK

13d • Hybrid

About The Position

This role will be dedicated to 211 Eastern Oklahoma, which is a free service - available by phone call, live chat, text message, or online search - that connects individuals in need to important community services in the Eastern half of Oklahoma covering 37 counties. 211 is the direct link between people who need assistance related to human services and organizations that can provide that assistance. The individual serving as the 211 Eastern Oklahoma Housing Navigator will perform inbound and outbound calls to effectively link callers experiencing housing challenges to health and human services. The Navigator will perform in-depth screening for while effectively working to provide next steps for those facing housing challenges.

Requirements

• A minimum of three (3) years related work experience in a community resource specialist role or similar position is required.
• Exceptional attention to detail, responsiveness, and high-quality customer service is required.
• Flexible with the ability to manage priorities and deadlines in a fast-paced environment without compromising quality.
• A high level of professionalism and discretion when dealing with sensitive information or data (e.g., nonprofit organization or client information) is required.
• Proficient use of Microsoft Office Suite (Word, PowerPoint, SharePoint, Outlook, Excel).
• Excellent writing skills with attention to accuracy and adherence to 211 standards.
• Strong oral and written communication skills are required along with strong problem-solving and critical-thinking skills.
• Ability to conduct need assessments and make effective referrals by using telephone interviewing, active listening, problem-solving and crisis intervention skills.
• Ability to efficiently and accurately use a computerized information management system for documenting call information and conducting searches for service information.
• Ability to provide fair and impartial assistance that is culturally and linguistically appropriate for inquiries.
• Knowledge of the Tulsa area health and human service system.
• Understanding of confidentiality standards and the ability to practice them.
• Ability to assist callers who are presenting life-threatening crises or who are presenting disruptive mental confusion or emotional distress.
• Effective interpersonal, oral, and written communication skills.

Nice To Haves

• Bachelor's degree in human service or related field preferred.
• Certification within the guidelines of Inform USA or have current CRS certification.
• Completing and maintaining HIPAA-HITECH Certification.
• Fluency in English and Spanish preferred.

Responsibilities

• Respond to incoming calls using established procedures to effectively link callers to the full range of health and human services and make outgoing collateral contacts on behalf of callers in need of crisis intervention and callers in need of advocacy assistance beyond basic referrals.
• Document call information in appropriate software platforms to support follow-up, community planning, program planning, human service data management, and performance assessments.
• Assist those callers who are experiencing HUD’s definition of homelessness and/or are an identified Veteran. Utilize all available platforms for resource connections.
• Attend Community engagement meetings with providers and partners to foster ongoing relationships and troubleshoot process challenges.
• Represent TAUW's 211 EOK with local organizations and community groups at tabling events or with presentations, when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level