Navigation Specialist (211)

United Way for Greater Austin•Austin, TX

18h•Hybrid

About The Position

United Way for Greater Austin brings our community together to break economic barriers and build opportunities for all. We break the cycle of economic hardships for families and individuals, striving to create a vibrant, thriving community. Recognizing the urgency of addressing economic challenges, we focus on increasing the availability of high-quality early care and education and access to pivotal resources to address financial barriers in Central Texas, South Texas and the Tip of Texas area. Our united front includes dedicated donors, volunteers, corporate and civic partners, staff, and a connected network of neighbors. Together, we leverage data, community alliances, services, and public engagement to transform our regions, responding to urgent needs with lasting, impactful solutions. As a 211 Navigation Specialist, you will assist the United Way for Greater Austin in providing the most accessible and highest quality comprehensive customer service, information, and referral services to our local community. This individual is results-oriented and maintains high moral and ethical standards. This individual must be self-motivated and self-confident and meet deadlines in a fast-paced and high-change environment. Working well in a team environment and with diverse populations is a must in this role, you will serve as a primary Information and Referral specialist for callers living in Texas. As such, you will ensure effective, timely, and quality communication reflecting care and concern for each individual you speak with. You will be responsible for providing needed information and resources to our community members while maintaining performance and quality standards. Additionally, you will be responsible for collecting demographic data for all callers and providing accurate data entry and logging of resources. This role supports a 24/7 operation, and applicants must be available to work evenings, weekends and holidays as needed.

Requirements

At least one year of social services experience is preferred
Bachelor’s degree from an accredited college and university is preferred
An ability to work in a fast-paced work environment and shift gears quickly to accommodate change, talk with consumers by phone and search for information and referrals using a call management system database to provide to consumers
Experience answering incoming calls and assessing client needs in a call center environment taking 60-80 calls/day and being accountable for monthly metrics required
An ability to prioritize work to meet daily and monthly program goals
An ability to work with diverse populations and needs in our service area
Excellent interpersonal and communication skills with vulnerable populations and various types of crisis and emergency help call preferred
Experience with MS Office, Outlook, and various web browsers
Professional appearance and manner
Required to work different shifts or rotate shifts with assigned schedule window to accommodate operational needs.

Nice To Haves

Bilingual in Spanish is preferred
Experience in Information and Referral and CIRS certification a plus

Responsibilities

Assist the United Way for Greater Austin in providing the most accessible and highest quality comprehensive customer service, information, and referral services to our local community.
Serve as a primary Information and Referral specialist for callers living in Texas.
Ensure effective, timely, and quality communication reflecting care and concern for each individual you speak with.
Provide needed information and resources to our community members while maintaining performance and quality standards.
Collect demographic data for all callers and providing accurate data entry and logging of resources.
Work shifts are subject to change based on 24/7 operational needs.