Community Information Navigator

Interface Children & Family Services; Camarillo (CA); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Bilingual certification incentive

CRS certification incentive

Job summary

Interface Children & Family Services seeks a dedicated Community Information Navigator to deliver high-quality information and referral services. You will document contacts, follow up with clients, and support the call center in a proactive, cross-county capacity.

The role requires an AA degree or equivalent, 1–2 years in a contact center, and a willingness to obtain Inform USA certification within a year. Bilingual candidates are preferred.

Qualifications

• AA degree or equivalent experience.
• 1–2 years’ experience in a contact center preferred.
• Familiarity with social service delivery systems strongly preferred.
• Obtain and maintain Inform USA certification within 1 year of eligibility.
• Effective, accurate written and verbal communication required.
• Excellent customer service skills required.
• Strong skills in use of computer and telephone communication and documentation.

Responsibilities

• Provide high quality, multidimensional information and assistance services to contacts from multiple counties.
• Thoroughly document each contact in the appropriate database.
• Provide follow-up and advocacy for contacts.
• Assist and provide constructive feedback as new processes and programs develop in the call center.
• Help each contact identify their health and human service needs.
• Use multiple programs and databases for resource searches, information collection and application assistance.
• Actively participate in keeping the resource database updated with accurate information about community resources.
• Attend training sessions and staff meetings as needed.
• Work varied hours, including nights, weekends and holidays, as needed.
• Work extended hours as needed in times of disaster in any county served.
• Other duties as needed.

Skills

Customer service

Written communication

Verbal communication

Teamwork

Initiative

Computer literacy

Education

AA degree or equivalent

Tools

CRM/databases

Job description

Title: Community Information Navigator

Department: 211 Information & Referral

Reports to: 211 Manager

Status: Non-Exempt

Type: Full-Time (30-40 hrs/week)

Rate: $19.00/hour

Incentives upon passing certification or exam (if applicable): +$1.00/hour upon passing Bilingual Certification (Spanish, Vietnamese, Cantonese, or Mandarin); +$1.00/hour upon passing Inform USA Community Resource Specialist (CRS) Certification

Bilingual: Preferred

Schedule: Must be able to work any of the following shifts. Day shift: 11:30am–8:00pm. Evening shift: 12:00pm–8:30pm or 12:30pm–9:00pm. Varied hours, including nights, weekends and holidays, as needed.

Location: Must work in person at the Camarillo, CA office, or at an Interface satellite office when needed.

Travel: Not Required

Must pass the Inform USA Community Resource Specialist (CRS) certification within 1 year of eligibility to remain employed in this role.

Agency Overview:

Interface Children & Family Services is a nonprofit agency dedicated to providing comprehensive services to children and families. With approximately 140 full-time equivalent employees, Interface operates multiple programs across various locations serving our community’s most vulnerable populations.

Job Overview:

Deliver high quality, professional information and referral services to contacts and be an exemplary team member for the call center. Actively support department functions by taking a proactive role in reaching vulnerable contacts and being the first response to new roles in the call center.

Duties:

Essential responsibilities and duties may include but are not limited to the following:

• Provide high quality, multidimensional information and assistance services to contacts from multiple counties.
• Thoroughly document each contact in the appropriate database.
• Provide follow-up and advocacy for contacts.
• Assist and provide constructive feedback as new processes and programs develop in the call center.
• Help each contact identify their health and human service needs.
• Use multiple programs and databases for resource searches, information collection and application assistance.
• Actively participate in keeping the resource database updated with accurate information about community resources.
• Actively support the Contact Center team and management in maintaining and developing services.
• Report technical or programmatic issues as needed.
• Attend training sessions and staff meetings as needed.
• Work varied hours, including nights, weekends and holidays, as needed.
• Work extended hours as needed in times of disaster in any county served.
• Other duties as needed.

Qualifications:

• Minimum of AA degree or equivalent experience.
• 1–2 years’ experience in a contact center preferred.
• Familiarity with social service delivery systems strongly preferred.
• Obtain and maintain Inform USA certification within 1 year of eligibility.
• Effective, accurate written and verbal communication required.
• Excellent customer service skills required.
• Strong skills in use of computer and telephone communication and documentation.
• Must work well in a team environment.
• Must show personal initiative for following guidelines and directions.

Successful background and criminal clearance required and maintained, including but not limited to California Department of Justice (DOJ), Federal Bureau of Investigation (FBI, Child Abuse Index and Department of Motor Vehicles (DMV). Proof of a valid California Driver’s License, reliable transportation, proof of automobile insurance (listed as covered), pass and maintain driving approval as required by our insurer.