Resource Navigator, 2-1-1

United Way Of Metropolitan Chicago•Chicago, IL

2d•Remote

About The Position

Similar to 9-1-1, 2-1-1 is a nationally recognized, easy to remember phone number that quickly and effectively connects people in need with resources. In the case of 2-1-1, the connections are to human services and community resources tailored to meet caller needs. The 2-1-1 service is widely available across the country and is being launched in Chicago and Cook County. The 2-1-1 Resource Navigator is the heart of 2-1-1, trained and certified to interact with a person in need, provide the best referrals available, and follow-up to make sure assistance has been received. The individual handles customer inquiries by phone, text, chat, or email from individuals seeking assistance with human services information or resources while maintaining the confidentiality of the caller. The individual handles sensitive information and adheres to HIPAA compliance. The individual ensures that responses to inquiries are completed timely and according to established service and the Alliance of Information and Referral Systems (AIRS) quality standards. This position focuses on showing empathy, patience, compassion, and professionalism while referring callers to the appropriate human service agencies that have the necessary resources to assist them with their basic needs of food, clothing, and shelter, etc. THIS POSITION IS FOR THE 2-1-1 CALL CENTER THAT WILL OPERATE 24 HOURS A DAY, 7 DAYS A WEEK. NAVIGATOR ROLES ARE FULL-TIME (40 HOURS A WEEK.)

Requirements

High School Diploma or GED
At least two years of customer service experience such as retail, healthcare, and financial services
Ability to calmly handle high-volume calls and treat callers with dignity, respect, compassion, understanding, and empathy
Minimum typing speed of 40 WPM
Proven ability to accurately enter data and verify information from various sources.
Comfort with technology to include typing while speaking on the phone, reviewing multiple screens, utilizing text and chat, and using Office products including Outlook email
Demonstrated ability to accurately record summary of call and ask required screening questions
Excellent verbal and written communication skills; ability to communicate clearly to individuals with varying levels of comprehension and language proficiency
Excellent telephone etiquette, including exhibiting friendliness while controlling the conversation
Experience working in crisis intervention or emergency response settings
Training in trauma-informed care and de-escalation technique
Completion of AIRS Certification upon becoming eligible

Nice To Haves

Bachelor’s degree in social work or health or human services related field
Two or more years of experience in health or human services, social work, or related non-profit organization
Bi-lingual
AIRS Certification at the time of hire

Responsibilities

Responds to inbound phone contact, texts, and chats
Input data into the system of record, iCarol
Meets all production, quality, and adherence standards, including AIRS and HIPAA
Attends all required training classes and meetings
Elevates issues to next level of supervision, as appropriate
Maintains accurate records, including timekeeping records
Completes contact follow-up via text and phone in a timely manner
Responds to text and chat for special projects
Updates I&R database records
Data clean-up when required
Other duties as assigned or requested