Resource Navigator

United Way of Greater Cincinnati • Cincinnati, OH

2d

About The Position

The 211 Resource Navigator answers 211 Helpline calls and responds to online requests for resource information, helping residents access social services across four southwest Ohio counties and four Northern Kentucky counties. This high-volume, fast-paced call center role involves approximately six or more hours per shift actively answering inbound calls. Navigators conduct broad-based human services assessments, provide referrals through a technology platform, and follow up to confirm referrals are used effectively. They may also attend community events to raise awareness of 211 and provide resource information.

The role can involve emotionally demanding and high-stress situations, including mental health crises and abuse or neglect calls. Navigators respond with care and professionalism, including making warm transfers to specialized services. They collect caller information with consent, document referrals and agency responses, conduct screenings for designated programs, advocate for residents, and record unmet needs to inform United Way’s Community Impact agenda. Responsibilities may evolve with community needs and United Way initiatives. Calls are recorded for quality and training purposes.

Requirements

• At least one year of experience in the human services field, including social service interviewing, is desirable.
• Strong organizational, problem-solving, and communication skills.
• Knowledge of community resources.
• Effective and comprehensive computer skills, including Microsoft Office.
• Ability to work independently and in group settings.
• Ability to build effective relationships with staff, administration, volunteers, agencies, and community members.
• Ability to manage complex, emotional, or high-stress situations with care and professionalism.

Nice To Haves

• Bachelor’s degree from an accredited college or university, preferably in Social Work, Human Services, or a related field.
• Broad knowledge of human services and the Greater Cincinnati service network.
• Bilingual skills.

Responsibilities

• Answer 211 Helpline calls and respond to online requests for resource information.
• Assess community members’ needs compassionately and provide referrals for immediate and ongoing support through community partners.
• Handle sensitive and challenging calls, including mental health crises and abuse or neglect calls, and make warm transfers to specialized services when appropriate.
• Secure consent and build caller profiles for longitudinal records.
• Collect and record referral data, including referral types, demographics, and agency responses, to support daily and weekly reports.
• Advocate for residents and help ensure they connect with needed resources.
• Conduct screenings for designated programs, considering program appropriateness and availability.
• Follow up to confirm referrals are being used effectively.
• Work with the Director of Community Connections, 211 Senior Managers, and other United Way staff to evaluate and improve 211 operations, call quality, and customer satisfaction.
• Record unmet needs to inform United Way’s Community Impact agenda.
• Attend community events as needed to build awareness of 211 and provide resource information.

Benefits

• Generous paid time off, including vacation, personal, sick, and holiday time.
• Medical, dental, vision, and life insurance.
• 403(b) plan with company match.
• Short-term and long-term disability insurance.
• Employee Assistance Program and access to other free health programs.
• Community volunteer opportunities.
• Professional development and training opportunities.

What This Job Offers

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