Navigation Specialist (211)

United Way Austin; Austin (TX); Hybrid; USD 42,000 - 58,000; Full time

Benefits offered by this job

Hybrid Work Option

Employer 403(b) Matching

Employer-Sponsored Health Insurance

Dental Insurance

Vision Insurance

Flexible Spending Account (FSA)

Generous Paid Time Off (PTO)

Paid Parental Leave

FMLA

Employee Assistance Program (EAP)

Job summary

United Way for Greater Austin seeks a 211 Navigation Specialist to provide accessible information and referral services to Texas residents. You will handle high-volume calls, assess needs, document data, and connect callers with community resources, while upholding quality standards in a fast-paced environment.

This full-time, non-exempt role is based in Austin and offers hybrid work options, competitive benefits, and opportunities to impact families facing economic barriers.

Qualifications

• At least 1 year of social services or information/referral experience preferred.
• Ability to handle high-volume calls with empathy and accuracy.
• Proficiency with data entry and logging resources in a CRM or call system.

Responsibilities

• Provide information and referral services to callers in Texas.
• Document demographic data and resource usage for reporting.
• Coordinate with internal teams to connect callers with needed services.
• Maintain high-quality customer service and meet performance metrics.

Skills

Customer service

Call center

Bilingual Spanish

Data entry

Interpersonal skills

Education

Bachelor's degree preferred

Tools

MS Office

CRM system

Job description

United Way for Greater Austin

211 Navigation Specialist

Department: Community Health & Resource Navigation

Regular, Full-Time, Non-Exempt

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.

Notice:

The job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Management has the right to assign or reassign duties and responsibilities at any time. United Way of Greater Austin is an “at-will” employer.