Navigation Specialist (211)

United Way for Greater Austin; Austin (TX); On-site; 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

Navigation Specialist (211)

United Way for Greater Austin Austin, Texas, United States

About this position

Description:United Way for Greater Austin211 Navigation SpecialistDepartment: Community Health & Resource NavigationRegular, Full-Time, Non-Exempt

Who we are:

United Way for Greater Austin brings our community together to break economic barriers and build opportunities for all. We break the cycle of economic hardships for families and individuals, striving to create a vibrant, thriving community. Recognizing the urgency of addressing economic challenges, we focus on increasing the availability of high-quality early care and education and access to pivotal resources to address financial barriers in Central Texas, South Texas and the Tip of Texas area. Our united front includes dedicated donors, volunteers, corporate and civic partners, staff, and a connected network of neighbors. Together, we leverage data, community alliances, services, and public engagement to transform our regions, responding to urgent needs with lasting, impactful solutions.

Who we want:

As a 211 Navigation Specialist, you will assist the United Way for Greater Austin in providing the most accessible and highest quality comprehensive customer service, information, and referral services to our local community. This individual is results-oriented and maintains high moral and ethical standards. This individual must be self-motivated and self-confident and meet deadlines in a fast-paced and high-change environment. Working well in a team environment and with diverse populations is a must in this role, you will serve as a primary Information and Referral specialist for callers living in Texas. As such, you will ensure effective, timely, and quality communication reflecting care and concern for each individual you speak with. You will be responsible for providing needed information and resources to our community members while maintaining performance and quality standards. Additionally, you will be responsible for collecting demographic data for all callers and providing accurate data entry and logging of resources.

Who you are:

• Collaborates: You work cooperatively with all departments across the organization to achieve shared objectives and represent their interests while being fair to others and their area. You partner with others to get work done and credit others for their contributions and accomplishments — you garner the trust and support of others.
• Cultivates innovation: You come with helpful new, better, or unique ideas and encourage diverse thinking to promote and nurture innovation. You introduce new ways of looking at problems and implementing creative solutions.
• Drives results: You have a strong bottom-line orientation. You persist in accomplishing objectives despite obstacles and setbacks and have a track record of exceeding goals successfully. You push yourself and help others achieve results.
• Interpersonal savvy: You relate comfortably with people across levels, functions, cultures, and geography and act diplomatically and tactfully. You build a rapport in an open, friendly, and accepting way and develop constructive relationships with people similar and different to yourself.
• Resilient: You are confident under pressure and maintain a positive attitude despite adversity. You manage crises effectively, bounce back from setbacks, and grow from your hardships and negative experiences.

What you’ll bring:

• At least one year of social services experience is preferred
• Bachelor’s degree from an accredited college and university is preferred
• An 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
• An ability to prioritize work to meet daily and monthly program goals
• An 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
• Professional appearance and manner
• 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.

What you’ll receive:

• Dynamic and rewarding work environment
• Competitive Compensation
• Hybrid Work Option
• Employer 403(b) Matching
• Employer-Sponsored Health Insurance (for employees)
• Dental Insurance
• Vision Insurance
• Flexible Spending Account (FSA)
• Generous Paid Time Off (PTO)
• Paid Parental Leave
• FMLA
• Employee Assistance Program (EAP)

This position is located in Austin, Texas, and reports directly to the Assistant Manager (211).Work shifts are subject to change based on 24/7 operational needs.

Requirements:

Salary Information

$21.25 - $21.25Hourly Wage

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