Cross-Program Contact Center Navigator

Unitedwaycleveland; Cleveland (OH); On-site; USD 22,000 - 33,000; Full time

Job summary

United Way of Greater Cleveland is seeking a 211 Multi-Program Center Navigator to provide centralized contact center support across multiple funded programs. The role uses information and referral practices to handle phone, email, text, and chat inquiries, screen for eligibility, and connect callers with the right resources.

Training is paid and includes group work, shadowing, and self-paced study. Candidates should have a high school diploma and at least one year of relevant experience; call

Qualifications

• Minimum High School diploma or equivalent.
• At least one year of relevant experience.
• Experience in health and human services or community-facing service preferred.
• Interpersonal, relationship building skills; customer service skills.
• Call center or centralized intake experience.
• Ability and willingness to learn multiple program-specific data or case management systems and to move between them based on caller needs.

Responsibilities

• Responds to inquiries using established policies and procedures for the assigned program.
• Learns and navigates the specific data or case management system required by each program, moving between systems as needed.
• Uses customer service techniques for handling multi-channel inquiries (phone, email, text, chat) to assess needs and determine eligibility.
• Gains understanding of each caller's situation and barriers driving program services.
• Screens callers against eligibility criteria and documents findings accurately.
• Submits tickets or service requests to route callers to resources or follow-up support.
• Responds professionally to all populations with respect and confidentiality.
• Tracks caller information and case data in the appropriate systems.
• Maintains records to support reporting and program improvement.
• Escalates problems to Leads or managers when needed.
• Supports team during high volume and promotes the 211 service at events.

Skills

Customer service

Analytical thinking

Problem solving

Oral and written communication

Interpersonal skills

Team player

Attention to detail

Call center experience

System navigation

Education

High School diploma or equivalent

Job description

United Way of Greater Cleveland is seeking a 211 Multi-Program Center Navigator to provide centralized contact center support across multiple funded programs. The role uses information and referral practices to handle phone, email, text, and chat inquiries, screen for eligibility, and connect callers with the right resources.

Training is paid and includes group work, shadowing, and self-paced study. Candidates should have a high school diploma and at least one year of relevant experience; call