211 EOK Housing Navigator

Tulsa Area United Way; Tulsa (OK); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Tulsa Area United Way is seeking an 211 Housing Navigator to connect callers with housing and support services across 37 counties in Eastern Oklahoma. The role involves inbound/outbound calls, data documentation, and collaboration with health and human service partners.

Responsibilities include screening, crisis intervention, and referrals while engaging with community partners, veterans, and housing programs.

Qualifications

• Bachelor's degree in human service or related field preferred
• CRS certification or Inform USA certification preferred
• HIPAA-HITECH Certification required
• Minimum of three years’ experience in a community resource specialist role or similar
• Fluency in English and Spanish preferred
• Excellent writing skills aligned with 211 standards
• Strong oral and written communication with problem solving and critical thinking
• Ability to conduct needs assessments and make referrals via interview, listening and crisis intervention
• Knowledge of the Tulsa area health and human service system
• Understanding of confidentiality standards and data handling
• Ability to assist callers in life-threatening crises or distress
• Proven interpersonal and documentation skills

Responsibilities

• Respond to incoming calls and link callers to health and human services, documenting information for follow-up and planning
• Assist callers experiencing homelessness or HUD-defined needs and connect to resources
• Attend community engagement meetings to foster relationships and troubleshoot processes
• Represent TAUW-211 EOK with local organizations at events or presentations

Skills

Bilingual English/Spanish

Communication skills

Customer service

Problem-solving

Active listening

Attention to detail

Education

Bachelor's degree in human services or related field

CRS / Inform USA certification

HIPAA-HITECH Certification

Tools

Microsoft Word

PowerPoint

SharePoint

Outlook

Excel

Job description

211 HOUSING NAVIGATOR

Reports to: 211 EOK Executive Director

ABOUT TULSA AREA UNITED WAY

Tulsa Area United Way (TAUW) unites people and resources to improve lives and strengthen communities. Since 1924, TAUW has raised and invested nearly $925 million to assist people in need in Creek, Okmulgee, Osage, Rogers, Wagoner, and Tulsa counties. TAUW, along with our Nonprofit Partners, community collaboration initiatives, social innovation grants, and support for the 160 programs within our nonprofit community, work to advance the common good by focusing on the four pillars of a better quality of life – healthy community, youth opportunities, financial security, and community resilience. Thousands of amazing volunteers, hundreds of companies, and area leaders partner with our great team to stay focused on the mission of uniting people and resources to improve lives and strengthen our communities.

Our team members enjoy a flexible work environment, built on transparency, trust, and community stewardship. We offer a competitive total rewards package. Visit our website at tauw.org to learn more.

ROLE OF THE 211 HOUSING NAVIGATOR

The role will be dedicated to 211 Eastern Oklahoma, which is a free service - available by phone call, live chat, text message, or online search - that connects individuals in need to important community services in the Eastern half of Oklahoma covering 37 counties. 211 is the direct link between people who need assistance related to human services and organizations that can provide that assistance. The individual serving as the 211 Eastern Oklahoma Housing Navigator will perform inbound and outbound calls to effectively link callers experiencing housing challenges to health and human services.. The Navigator will perform in-depth screening for while effectively working to provide next steps for those facing housing challenges.

CORE RESPONSIBILITIES

• Respond to incoming calls using established procedures to effectively link callers to the full range of health and human services and make outgoing collateral contacts on behalf of callers in need of crisis intervention and callers in need of advocacy assistance beyond basic referrals. Document call information in appropriate software platforms to support follow-up, community planning, program planning, human service data management, and performance assessments
• Assist those callers who are experiencing HUD’s definition of homelessness and/or are an identified Veteran. Utilise all available platforms for resource connections.
• Attend Community engagement meetings with providers and partners to foster ongoing relationships and troubleshoot process challenges.
• Represent TAUW's 211 EOK with local organizations and community groups at tabling events or with presentations, when needed.

QUALIFICATIONS

Education and Experience

• Bachelor's degree in human service or related field preferred
• Certification within the guidelines of Inform USA or have current CRS certification
• Completing and maintaining HIPAA-HITECH Certification
• A minimum of three (3) years related work experience in a community resource specialist role or similar position is required
• Fluency in English and Spanish preferred
• Exceptional attention to detail, responsiveness, and high-quality customer service is required
• Flexible with the ability to manage priorities and deadlines in a fast-paced environment without compromising quality
• A high level of professionalism and discretion when dealing with sensitive information or data (e.g., nonprofit organization or client information) is required
• Proficient use of Microsoft Office Suite (Word, PowerPoint, SharePoint, Outlook, Excel
• Excellent writing skills with attention to accuracy and adherence to 211 standards
• Strong oral and written communication skills are required along with strong problem-solving and critical-thinking skills
• Ability to conduct need assessments and make effective referrals by using telephone interviewing, active listening, problem-solving and crisis intervention skills
• Ability to efficiently and accurately use a computerized information management system for documenting call information and conducting searches for service information
• Ability to provide fair and impartial assistance that is culturally and linguistically appropriate for inquiries
• Knowledge of the Tulsa area health and human service system
• Understanding of confidentiality standards and the ability to practice them
• Ability to assist callers who are presenting life-threatening crises or who are presenting disruptive mental confusion or emotional distress
• Effective interpersonal, oral, and written communication skills

Working Conditions

• Day-to-day work will be conducted primarily in a virtual office setting with occasional office or team meetings conducted in-person. (Some travel required) The ability to work remotely requires trust and confidence from the Leadership Team. You must have proven abilities to work independently with little to no guidance from management.
• Available for extended duties during community disasters and emerging events
• TAUW hosts multiple events throughout the year which are held in both indoor and outdoor locations.
• Interactions beyond staff include communications with volunteers, donors, leaders and staff of nonprofit organizations, board, cabinet, and committee members, and the general public.

TULSA AREA UNITED WAY EQUAL EMPLOYMENT OPPORTUNITY POLICY

Tulsa Area United Way shall not engage in prohibited discrimination on the basis of race, ethnicity, national origin, color, sex, sexual orientation, gender identity and expression, religion, age, disability, genetic information, veteran or military status, or any other prohibited discrimination based upon legally protected categories and/or characteristics.

This Policy applies to employment decisions including, but not limited to, recruitment and employment, promotion, demotion, transfer, compensation, selection for training, discipline, layoff, termination and other privileges and conditions of employment. Implicit in this policy is the commitment of Tulsa Area United Way to maintain a place of employment which is free from sexual and other types of harassment.