211 Navigator Community Resource Specialist (Remote)

United Way of the Bluegrass Inc • Lexington, KY

29d • $20 - $25 • Remote

About The Position

DESCRIPTION United Way of Bluegrass (UWBG) works to create opportunities for all members of our community to improve their lives. We focus on the building blocks of a good life — a quality education, financial stability for individuals and families, and good health. We bring together the voices, expertise, and resources to define, articulate, and implement a common agenda for change across our region. That is what it means to "Live United" in Central Kentucky. POSITION DESCRIPTION The role of the 211 Navigator Community Resource Specialist is to connect individuals and organizations to community resources and volunteer opportunities. This position is completely remote.

Requirements

• Bachelor’s degree or equivalent work experience
• Minimum of 1-3 years related customer service experience in human service, non-profit, or other related field preferred or sufficient combination of education and experience.
• Valid driver’s license required, as well as access to a reliable insured automobile to be used for work-related travel when applicable.
• Inform USA Community Resource Specialist (CRS) certification is required within one year of eligibility to maintain employment.
• Home office must have reliable internet access and limited distractions.
• Must comply with the UWBG remote work policy.

Nice To Haves

• Remote work and/or call-center experience preferred.

Responsibilities

• Provide empathetic, professional assistance by actively listening, assessing needs, and delivering accurate information and referrals—even in stressful or crisis situations. Communicating clearly and professionally in both verbal and written formats while adapting to diverse audiences.
• Engage respectfully with individuals from all backgrounds, ensuring equitable, unbiased, and culturally responsive interactions. Adjust communication approaches as needed to meet linguistic and cultural needs.
• Use the full InformUSA I&R process—including needs assessment, problem clarification, resource matching, and follow-up—to connect callers and partners to appropriate services. Maintain accurate, timely documentation that meets 211 and InformUSA standards.
• Evaluate complex situations, use sound judgment to determine appropriate next steps, and follow established protocols to provide timely, accurate solutions. Demonstrate reliability, accountability, integrity, and adherence to ethical standards.
• Navigate contact center platforms, CRMs, Kynect Resources, Microsoft Office, Google Workspace, and related databases with ease. Maintain strong data-entry accuracy, attention to detail, and the ability to learn new systems quickly.
• Manage multiple tasks simultaneously, prioritize effectively, and maintain high accuracy and productivity in a fast-paced remote environment.
• Work cooperatively with colleagues, cross-functional teams, community partners, and internal departments to support shared goals, resolve issues, and ensure seamless service delivery.

Benefits

• Our robust benefits package includes 100% employer-paid premiums on employee-only health, dental, and vision plans; 3%-6% employer contributions to 401(k), employer-paid life, and STD insurance; generous parental leave policy, PTO, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level