211 Multi-Program Contact Center Navigator- FT
About The Position
The 211 Multi-Program Contact Center Navigator provides centralized contact center support across multiple funded programs, using Information and Referral (I&R) practices. The Navigator responds to inquiries through phone, email, text, and chat; collects information; screens for program eligibility; and connects callers with appropriate resources. The role requires learning and moving between the data or case management systems and processes used by the programs being supported. The Navigator provides professional, nonjudgmental, equitable, and confidential service to people from varied backgrounds and circumstances. The role includes recognizing and responding to callers in crisis using established safety and de-escalation protocols, documenting caller and case information, submitting service requests, and escalating critical situations to a Lead Specialist or manager. The Navigator also supports teammates during high-volume periods and promotes 2-1-1 at events and community activities. Paid training takes place Monday through Friday and combines group work, shadowing, and self-paced assignments. Weekly training hours are capped at 37.5. The position is remote, while the described work environment includes normal office conditions and some local travel. The role may involve extended periods sitting, talking on the phone, and using computer technology, and occasionally lifting up to 25 pounds.
Requirements
- High school diploma or equivalent.
- At least one year of relevant experience.
- Interpersonal and relationship-building skills.
- Customer service skills.
- Analytical thinking skills.
- Research and problem-solving ability.
- Excellent oral and written communication skills.
- Proactive, flexible, team-oriented approach.
- Attention to detail and accuracy.
- Call center-related skills.
- Ability and willingness to learn multiple program-specific data or case management systems and move between them based on caller needs.
- Ability and means to travel on a flexible schedule as needed; proof of liability and property damage insurance for the vehicle used is required.
- Ability to meet the physical demands described, including extended sitting and computer use and occasional lifting of up to 25 pounds.
Nice To Haves
- Previous experience in health and human services or another community-facing service field.
- Familiarity with health and human services or community-facing programs.
- Call center or centralized intake experience.
Responsibilities
- Respond to inquiries using established policies and procedures for assigned programs.
- Learn and navigate program-specific data or case management systems, moving between systems according to caller needs.
- Handle phone, email, text, and chat inquiries; collect information, assess needs, and determine eligibility for assigned programs.
- Understand callers’ situations, including circumstances and barriers connected to their need for services.
- Screen callers against program eligibility criteria and accurately document findings.
- Submit tickets or service requests to route callers to appropriate resources or follow-up support.
- Interact professionally and without judgment with people across populations and backgrounds, providing accurate, comprehensive, and unbiased information while respecting callers’ values and lifestyles.
- Recognize callers in crisis, use established safety and de-escalation protocols, and connect them with emergency, crisis, or mental health resources as needed.
- Track caller information and case data accurately while protecting confidential information.
- Maintain database records that support reporting, follow-up services, and improvement of the intake process.
- Use customer service and de-escalation techniques and escalate critical problems or situations to a Lead Specialist or manager.
- Collect and document data and other information required for reports and metrics.
- Maintain knowledge of assigned program requirements by participating in team meetings and completing reading, training, and other assignments.
- Work with the team to provide equitable, confidential, compliant, and professional customer service.
- Support team members during high-volume periods to help meet productivity goals and objectives.
- Support the 2-1-1 team at events and community activities to promote the service.
- Perform other responsibilities as assigned.
Benefits
- Paid training
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
