Resource Navigator

United Way of Greater Cincinnati•Cincinnati, OH

5d•$23•Hybrid

About The Position

The 211 Resource Navigator answers 211 Helpline calls and responds to online requests for resource information. They play a vital role in helping residents access social services by collecting data, conducting needs assessments, and facilitating referrals within a network of community partners. This is a high-volume, fast paced call center role, with approximately six or more hours of each shift spent actively answering inbound calls from individuals seeking assistance. 211 Resource Navigators may also attend community events to build 211 awareness across four southwest Ohio counties and four Northern Kentucky counties provide resource information and provide residents with resource information. This role is challenging, emotionally demanding, and deeply impactful. Resource Navigators provide broad-based human services assessments, make appropriate service referrals through a referral platform, and ensure follow-up to confirm referrals are utilized effectively. The 211 Resource Navigator’s responsibilities may evolve to align with new community needs and United Way initiatives, ensuring flexible and responsive support to residents. All calls to 211 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.
Broad knowledge of human services and the Greater Cincinnati service network preferred.
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 and build effective relationships with staff, administration, volunteers, agencies, and community members.

Nice To Haves

Bachelor’s degree from an accredited college or university with a major in Social Work, Human Services or a related field (preferred).
Bi-lingual skills are preferred, but not required.

Responsibilities

Compassionately assess the needs of community members and provide referrals for immediate and ongoing support through our network of trusted community partners. Referrals will be primarily made via a technology platform.
Handle challenging and sensitive calls, including mental health crisis, abuse or neglect calls assessing clients’ needs, providing warm transfers to specialized community services and managing complex, emotional or high-stress situations with care and professionalism.
Secure consent and build caller profiles for longitudinal records.
Collect and record data on referrals, including types, demographics, and agency responses, to contribute to daily and weekly reports.
Act as an advocate for residents, ensuring they are connected to the resources they need.
Proactively conduct screenings for designated programs, considering appropriateness and availability to community members.
Work closely with the Director of Community Connections, 211 Sr. Manager(s) and other United Way staff to evaluate and enhance 211 operations, including call quality and customer satisfaction, contributing to continuous improvement of the program.
Record unmet needs to inform United Way’s Community Impact agenda.