211 Resource Navigator

211 is an easy-to-remember number that helps people assess their needs and link them directly to resources and information that could change their circumstances for the better. Whether a person is seeking essential services or looking for volunteer activities in his or her community, 211 is there 24 hours a day, seven days per week to help. United Way of Southwestern Pennsylvania provides critical information and referral services via multiple mediums including phone, text, chat and web for 30 counties within Southwestern, Southeastern and Northwestern Pennsylvania.

This position reports to the 211 Contact Center Manager. The 211 Resource Navigator is the heart of 211. The Resource Navigator is trained 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 resources while maintaining complete confidentiality. The individual handles sensitive information and adheres to HIPAA compliance. Resource Navigator ensures that responses to inquiries are completed in a timely manner and according to all established service and Inform USA 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.

 Duties

• Respond to inbound phone contacts, texts, emails, and chats.
• Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller’s need(s).
• Accurately assess caller’s needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions.
• Meet all production, quality, and adherence standards, including Inform USA and HIPAA.
• Attend all required training classes and meetings.
• Elevate issues to next level of supervision, as appropriate.
• Maintain accurate records in CRM system, including timekeeping records.
• Demonstrate a willingness and ability to work with difficult callers or calls using accepted techniques and principles.
• Answer and provide appropriate intervention for crisis/suicide calls following policies and procedures.
• Provide follow-up and advocacy services as necessary to community members.
• Responsible for handling contacts for up to 20 special projects with diverse workflows.
• Responsible for maintaining knowledge of over 6 different systems including telephony, workforce management, text, chat, and CRM.

Knowledge, Skills and 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, viewing/ reviewing multiple screens, utilizing text and chat, and using Microsoft 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

• Bilingual (English and Spanish) preferred.

Education and Experience

Required

• High School diploma or GED Equivalent and at least two (2) years of customer service experience.
• Experience with databases
• Experience in Microsoft Office Suite, with specific concentration on Excel and Word.
• Inform USA - CRS Certification, or willing to become certified when eligible.

Preferred

• Bachelor’s degree in social work or health or human services related field plus two (2) or more years of experience in health or human services, social work, or related non-profit organization

Compensation Rate

• $15.00/hour
• Pay increased to by $16.00/hour once requirement of 250 hours worked and satisfactory performance is met
• Bilingual speaking candidates - starting rate of $16/hour with the ability to increase to $17/hour after 250 hours worked and satisfactory performance is met

Travel Requirements

• Occasional travel within the region via ground transportation

Working Location

• This position is 100% remote.

Specific Requirements

• This position is a contract funded temporary position with the possibility to become permanent based on funding and performance.
• Candidates must live in Northwestern Pennsylvania.

To Apply

If you are interested in applying to the position, please submit your resume to info@pa211sw.org.

Job Types: Full-time, Temporary

Pay: $15.00 per hour

Work Location: Remote

Salary : $15 - $17