What are the responsibilities and job description for the Resource Navigator, 2-1-1 position at United Way Of Metropolitan Chicago?

Job Description

POSITION : Resource Navigator, 2-1-1

REPORTS TO : Director, Navigation Center, 2-1-1

LOCATION : Chicago, IL- Hybrid, onsite 2 days per week, Local candidates only

GRADE : 4

FLSA : Hourly, Non-Exempt ($20.00 per hour)

POSITION OVERVIEW

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 essential skill requires flexibility, empathy, and cultural competence to support diverse populations in navigating social determinants of health and overcoming barriers to essential services.

THIS POSITION IS A HYBRID POSITION (2 DAYS IN OFFICE REQUIREMENT) THAT WILL OPERATE 24 HOURS A DAY, 7 DAYS A WEEK. NAVIGATOR ROLES ARE FULL-TIME (40 HOURS A WEEK.)

This role requires employees to work onsite at our Chicago offices two days per week, with flexibility for this requirement to change based on business needs. Employees may also be asked to come into the office more frequently due to performance-related concerns or operational demands.

Work is primarily performed in an office environment, where the noise level is typically quiet to moderate. Employees should be prepared to handle a high volume of calls while maintaining focus and professionalism. The work environment characteristics described here are representative of those encountered while performing the essential functions of this role

CORE RESPONSIBILITIES

Respond to inbound / outbound phone calls, text messages, and online chats with professionalism and empathy.

Provide high-quality information and referrals to social and human service agencies based on caller needs.

Demonstrate active listening and cultural competency when supporting individuals from diverse backgrounds.

Manage high call volumes while maintaining quality standards in communication and documentation.

Maintain confidentiality and adhere to HIPAA compliance regulations

Data Entry & Documentation :

Accurately input data into the iCarol system of record while handling real-time conversations.

Summarize calls and complete required screening questions.

Maintain accurate timekeeping records.

Conduct timely follow-up via phone or text to ensure services were received.

Quality & Process Improvement :

Meet and exceed production, quality, and adherence standards, including AIRS accreditation requirements.

Elevate complex cases or urgent situations to supervisors as needed.

Participate in ongoing training to improve knowledge of resources and enhance service delivery.

Support data integrity efforts, including record updates and data cleanup tasks.

Additional Responsibilities :

ADDITIONAL RESPONSIBILITIES

Respond to special project inquiries via text and chat.

Responds to text and chat for special projects

Perform other duties as assigned to support the mission of 2-1-1.

REQUIRED QUALIFICATIONS

Required : High School Diploma or GED and at least two years of customer service experience such as retail, healthcare, and financial services

Preferred : Bachelor’s degree in social work or health or human services related field plus two or more years of experience in health or human services, social work, or related non-profit organization

KNOWLEDEGE, SKILLS & ABILITIES

Required :

Ability to calmly handle high-volume calls and treat callers with dignity, respect, compassion, understanding, and empathy

Minimum typing speed of 40 words per minute

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

Preferred :

Bi-lingual

CERTIFICATION & LICENSES

Required : Completion of AIRS Certification upon becoming eligible

Preferred : AIRS Certification at the time of hire

PHYSICAL DEMANDS

Sedentary : Exerting up to 10 lbs. of force occasionally and / or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time but may involve walking or standing for brief periods of time.

TRAVEL REQUIREMENTS

Occasional travel within the region via ground transportation

AVAILABILITY REQUIREMENTS

Navigators should have open and flexible availability to day time and , nights, weekends, and holidays to support the 24 / 7 call center operation.

PERSONAL ATTRIBUTES

Guided by a clear set of Core Values and Behaviors – Equity Minded, Passionate About the Work, A Good Teammate and Curious, you will join an impressive group of individuals and contribute your diverse set of experiences, skills and characteristics to the organization

Accepts guidance and responds well to feedback

Displays maturity, good judgment, enthusiasm and personal motivation

Strong interpersonal skills including the ability to anticipate workload and effectively cultivate and leverage relationships with colleagues to meet deadlines

Collaborative entrepreneurial spirit, ability to multi-task and prioritize concurrent projects and day-to-day tasks within a high production and fast-paced environment

BENEFITS OFFERED :

Medical, Dental and Vision

Life and AD&D Insurance

Disability Leave

Paid Parental Leave

Paid Family Leave

Employee Assistance Program

401k Plan

Paid Time Off including Personal Time, Sick Time & Paid Holidays

TO APPLY : Candidates must officially apply through our website with a cover letter and resume along with two writing samples that best demonstrate their recent work.

The responsibilities listed above are intended to describe the general nature and scope of work required in the role. The above is not intended to be an exhaustive list of all responsibilities and duties required. The incumbent may asked to perform other duties as assigned.

We believe the term “diversity” incorporates all the characteristics that make us both alike and unique : our backgrounds, cultures, nationalities, lifestyles, identities, gender, points of view, approaches to solving problems, ways of working, and views of personal and career success.

It is the intent of United Way to follow both the letter and the spirit of local, state and federal laws governing Equal Opportunity Employment as those laws exist today and as they may change in the future.

Salary : $20

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