Bilingual Resource Navigator

ADP, Inc.; Chicago (IL); On-site; USD 24,000 - 35,000; Full time

Job summary

ADP, Inc. in Chicago, IL is seeking a Bilingual Resource Navigator to guide callers to essential human services resources via phone, text, chat, or email. The role emphasizes empathy, HIPAA compliance, and AIRS standards while delivering accurate referrals and follow-up.

You will work with a diverse community, require English/Spanish fluency, and participate in required training, ensuring timely responses and meticulous recordkeeping in iCarol and related systems.

Qualifications

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

Responsibilities

• Fluency in both English/Spanish required
• Responds to inbound phone contact, texts, and chats
• Input data into the system of record, iCarol
• Meets all production, quality, and adherence standards, including AIRS and HIPAA
• Attends all required training classes and meetings
• Elevates issues to next level of supervision, as appropriate
• Maintains accurate records, including timekeeping records
• Completes contact follow-up via text and phone in a timely manner
• Also fluent in English/Spanish written and verbal communication
• Updates I&R database records
• Data clean-up when required
• Other duties as assigned or requested

Skills

Bi-lingual Proficiency (English/Spain/

Education

High School Diploma or GED

Bachelor’s degree in social work or health/human services

Tools

iCarol

Microsoft Office (Outlook)

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Chicago, IL, US

3 days ago Requisition ID: 1265

Salary Range: $21.50 To $21.50 Annually

REPORTS TO

Director, Navigation Center, 2-1-1

LOCATION

Chicago, IL, US

Chicago, IL

GRADE

4

FLSA

Hourly, Non-Exempt

SALARY RANGE

$21.50 per hour

The Bilingual Resource Navigator should have excellent command over the required language(s) English/Spanish and have the ability to assist customers in a professional manner. The Bilingual Resource Navigator must prove their oral and written bilingual proficiency. 211 Metro Chicago will be responsible for costs associated with the certification testing of the staff member.

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 person(s) in need, provide the best referrals available, and follow-up to make sure assistance has been received. The Resource Navigator 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 Resource Navigator handles sensitive information and adheres to HIPAA compliance. The individual ensures that responses to inquiries are completed in a timely manner, 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.

CORE RESPONSIBILITIES

• Fluency in both (English/Spanish) required
• Responds to inbound phone contact, texts, and chats
• Input data into the system of record, iCarol
• Meets all production, quality, and adherence standards, including AIRS and HIPAA
• Attends all required training classes and meetings
• Elevates issues to next level of supervision, as appropriate
• Maintains accurate records, including timekeeping records
• Completes contact follow-up via text and phone in a timely manner

ADDITIONAL RESPONSIBILITIES

• Fluent in both (English/Spanish) written and verbal communication.
• Responds to text and chat for special projects
• Updates I&R database records
• Data clean-up when required
• Other duties as assigned or requested

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:
• Bi-lingual Proficiency (English/Spanish)
• 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

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 work days, nights, weekends, and holidays to support the 24/7 call center operation.

PERSONAL ATTRIBUTES

• Guided by a clear set of Core Values and Behaviors - Humble, Hungry, Mission Driven and People Smart, youwill 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 Family Leave
• Employee Assistance Program
• 401k Plan
• Paid Time Off including Personal Time, Sick Time & Paid Holidays

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.