Multi-Program I&R Navigator - Call Center Specialist

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

Job summary

United Way in Cleveland, OH is seeking a 211 Multi-Program Contact Center Navigator to provide centralized support across funded programs. The role uses information and referral practices to gather caller data, assess eligibility, and connect callers with the right resources.

Training is paid and follows a structured program. Responsibilities include navigating multiple program systems, handling calls, emails, text, and chat, and maintaining accurate records.

Qualifications

• Minimum High School diploma or equivalent.
• At least one year of relevant experience.
• Experience in health and human services or other community-facing service field preferred.
• Analytical thinking and problem-solving abilities.
• 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 specific data or case management system required by each program.
• Assesses caller needs and determines eligibility for the assigned program.
• Documents findings accurately and maintains confidentiality of information.
• Escalates issues as needed to a Lead Specialist or manager.

Skills

Interpersonal skills

Analytical thinking

Problem-solving

Communication skills

Call center experience

Team player

Attention to detail

Customer service

Education

High School diploma or equivalent

Job description

United Way in Cleveland, OH is seeking a 211 Multi-Program Contact Center Navigator to provide centralized support across funded programs. The role uses information and referral practices to gather caller data, assess eligibility, and connect callers with the right resources.

Training is paid and follows a structured program. Responsibilities include navigating multiple program systems, handling calls, emails, text, and chat, and maintaining accurate records.