Multi-Program Contact Center Navigator

Unitedwaycleveland; Cleveland, Northern (OH, KY); Hybrid; USD 22,000 - 33,000; Part time

Job summary

United Way of Greater Cleveland is seeking a Part-time 211 Multi-Program Contact Center Navigator in Cleveland, OH. This role handles multi-channel inquiries, screens eligibility, and directs callers to the right resources across several programs.

The position requires a high school diploma and at least one year of relevant experience, with weekend and holiday availability. Training is paid; shifts include 8:00 a.m.–12:00 p.m. and other 4-hour blocks.

Qualifications

• Minimum High School diploma or equivalent.
• At least one year of relevant experience.
• Previous experience in health and human services or other community-facing service field preferred.
• Interpersonal, relationship building skills; customer service skills.
• Analytical thinking skills and problem-solving ability.
• Excellent oral and written communications skills.
• Proactive, flexible and team player.
• Attention to detail and accuracy.
• Call center related skills and call center or centralized intake experience.
• Familiarity with health and human services or community-facing programs preferred.
• Ability to learn multiple program-specific data or case management systems.

Responsibilities

• Responds to inquiries using established policies and procedures for the assigned program.
• Learns and navigates the data/case management systems required by each program.
• Uses customer service techniques to collect information, assess needs, and determine eligibility.
• Understands caller situations and provides appropriate referrals.
• Screens callers against eligibility criteria and documents findings.
• Submits tickets or service requests to route callers to the right resource.
• Maintains professional, nonjudgmental interactions with diverse populations.
• Responds to crises using safety/de-escalation protocols and connects to resources when needed.
• Tracks caller information and case data in systems with sensitivity to confidentiality.
• Maintains records to support reporting and continuous improvement of intake.
• Escalates problems to Lead Specialist or manager when needed.
• Collects and documents data to compile reports and metrics.
• Keeps knowledge updated on program requirements and participates in meetings and training.
• Works as part of a team to provide equitable, confidential, professional customer service.
• Supports team during high volume to meet productivity goals.
• Supports 2-1-1 events and community activities to promote the 211 service.

Skills

Customer service

Call center

Analytical thinking

Problem solving

Interpersonal skills

Education

High School diploma or equivalent

1 year relevant experience

Tools

Case management systems

Job description

United Way of Greater Cleveland is seeking a Part-time 211 Multi-Program Contact Center Navigator in Cleveland, OH. This role handles multi-channel inquiries, screens eligibility, and directs callers to the right resources across several programs.

The position requires a high school diploma and at least one year of relevant experience, with weekend and holiday availability. Training is paid; shifts include 8:00 a.m.–12:00 p.m. and other 4-hour blocks.