Navigation Specialist (211)

United Way for Greater Austin•Austin, TX

19h•Hybrid

About The Position

United Way for Greater Austin is seeking a 211 Navigation Specialist to join their Community Health & Resource Navigation department. This role is crucial in providing comprehensive customer service, information, and referral services to the local community. The specialist will act as a primary Information and Referral specialist for callers in Texas, ensuring effective, timely, and quality communication. Responsibilities include providing information and resources, maintaining performance and quality standards, collecting demographic data, and accurate data entry and logging of resources. The position requires a results-oriented individual with high moral and ethical standards, who is self-motivated, self-confident, and capable of meeting deadlines in a fast-paced, high-change environment. Collaboration with diverse populations and team environments is essential.

Requirements

At least one year of social services experience is preferred.
Bachelor’s degree from an accredited college and university is preferred.
Ability to work in a fast-paced work environment and shift gears quickly to accommodate change.
Ability to talk with consumers by phone and search for information and referrals using a call management system database.
Experience answering incoming calls and assessing client needs in a call center environment taking 60-80 calls/day.
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.
Bilingual in Spanish is preferred.
Experience in Information and Referral and CIRS certification a plus.

Nice To Haves

At least one year of social services experience.
Bachelor’s degree from an accredited college and university.
Excellent interpersonal and communication skills with vulnerable populations and various types of crisis and emergency help call.
Bilingual in Spanish.
Experience in Information and Referral and CIRS certification.

Responsibilities

Assist in providing comprehensive customer service, information, and referral services.
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.
Provide needed information and resources to community members.
Maintain performance and quality standards.
Collect demographic data for all callers.
Provide accurate data entry and logging of resources.
Work with diverse populations and needs in the service area.
Answer incoming calls and assess client needs in a call center environment.
Be accountable for monthly metrics.
Prioritize work to meet daily and monthly program goals.
Work different shifts or rotate shifts with assigned schedule window to accommodate operational needs.