Navigation Specialist (211)

United Way for Greater Austin•Austin, TX

1d•Hybrid

About The Position

The 211 Navigation Specialist 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.

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.
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 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.
Bilingual in Spanish is preferred.
Experience in Information and Referral and CIRS certification a plus.
Required to work different shifts or rotate shifts with assigned schedule window to accommodate operational needs.

Nice To Haves

At least one year of social services experience.
Bachelor’s degree from an accredited college and university.
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.
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

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 while maintaining performance and quality standards.
Collect demographic data for all callers.
Provide accurate data entry and logging of resources.