211 Multi-Program Contact Center Navigator- PT

United Way of Greater Cleveland•Cleveland, OH

4d•$16 - $24•Remote

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) practice as the foundation. The Navigator responds to inquiries by phone, email, text, and chat; gathers information; screens callers for program eligibility; and connects them with appropriate resources. The role requires learning and working across the distinct data or case management systems and processes used by each assigned program. Paid training takes place Monday through Thursday and combines group sessions, shadowing, and self-paced independent work. Group sessions run from 5:00 p.m. to 10:00 p.m. one to two days per week, with independent assignments on remaining training days. Weekly training is capped at 19.75 hours. Staff are expected to complete assignments on schedule and remain current with training requirements. The Navigator provides professional, nonjudgmental, equitable, confidential, and compliant service to people from diverse backgrounds. The role includes recognizing callers in crisis and following established safety and de-escalation protocols, documenting caller and case information accurately, maintaining database records, and escalating critical situations to a Lead Specialist or manager. The Navigator also supports team productivity during high-volume periods and may assist with 2-1-1 events and community activities. Other responsibilities may be assigned. The work environment is described as normal for an office setting, with extended periods sitting, talking on the phone, and using computer technology. Some local travel is required, and employees must be able to travel on a flexible schedule as needed. The role may occasionally require standing, walking, using hands and arms, and 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 switch between them as caller needs require.
Ability to travel locally on a flexible schedule as needed.
Proof of liability and property damage insurance for the vehicle used for travel is required.

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 the assigned program.
Learn and navigate the data or case management system required by each program, moving between systems as caller needs require.
Handle phone, email, text, and chat inquiries; gather information, assess needs, and determine eligibility for the assigned program.
Understand callers’ circumstances and barriers related to their need for program 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 from diverse populations, respecting their values and right to accurate, comprehensive, unbiased information.
Recognize and appropriately respond to callers in crisis using established safety and de-escalation protocols, connecting them with emergency, crisis, or mental health resources as needed.
Track caller information and case data in appropriate systems, maintaining accuracy and sensitivity to confidential information.
Maintain database records supporting reporting, follow-up services, and continuous improvement of intake processes.
Use customer service and de-escalation techniques, escalating 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 and participate in meetings, reading, training, and other activities to stay current.
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 promoting the 211 service.
Perform other responsibilities as assigned.