Community Resource Navigator — 211 Hotline (Hybrid)

United Way for Greater Austin; Austin (TX); Hybrid; USD 24,151 - 34,396; Full time

Benefits offered by this job

Hybrid Work Option

Employer 403(b) Matching

Health Insurance

Dental Insurance

Vision Insurance

Flexible Spending Account

Paid Time Off

Paid Parental Leave

FMLA

Employee Assistance Program

Job summary

United Way for Greater Austin is seeking a dedicated 211 Navigation Specialist to provide accessible information and referral services to our local community in Texas. You will be the primary Information and Referral contact for callers, ensuring timely, compassionate support.

Candidates should have experience in social services or call-center environments, be able to handle 60-80 calls per day, and work with diverse populations. Bilingual Spanish is preferred, with shifts rotating as needed.

Qualifications

• At least one year of social services experience is preferred.
• Bachelor’s degree from an accredited college and university is preferred.
• Ability to work in a fast-paced work environment and shift gears quickly to accommodate change, talk with consumers by phone and search for information and referrals using a call management system database to provide to consumers
• Experience answering incoming calls and assessing client needs in a call center environment taking 60-80 calls/day and being accountable for monthly metrics required
• Ability to prioritize work to meet daily and monthly program goals
• Ability to work with diverse populations and needs in our service area
• Excellent interpersonal and communication skills with vulnerable populations and various types of crisis and emergency help call preferred
• Experience with MS Office, Outlook, and various web browsers
• Bilingual in Spanish is preferred
• Experience in Information and Referral and CIRS certification a plus
• Required to work different shifts or rotate shifts with assigned schedule window to accommodate operational needs.

Responsibilities

• Provide accessible information and referrals to community members.
• Collect demographic data and log resources accurately.
• Serve as primary Information and Referral specialist for callers in Texas.
• Maintain performance and quality standards in a fast-paced environment.
• Collaborate with colleagues across departments to coordinate services.

Skills

Social services

Bachelor's degree

Phone support

Call center

MS Office

Outlook

Bilingual Spanish

CIRS certification

Shift work

Education

Bachelor's degree

Tools

Call management system

MS Office

Outlook

Job description

United Way for Greater Austin is seeking a dedicated 211 Navigation Specialist to provide accessible information and referral services to our local community in Texas. You will be the primary Information and Referral contact for callers, ensuring timely, compassionate support.

Candidates should have experience in social services or call-center environments, be able to handle 60-80 calls per day, and work with diverse populations. Bilingual Spanish is preferred, with shifts rotating as needed.