Part-Time Multi-Program I&R Navigator

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

Job summary

UWGC (United Way of Greater Cleveland) is seeking a part-time 211 Multi-Program Contact Center Navigator in Cleveland to provide centralized contact center support across funded programs. You’ll screen eligibility, collect information, and connect callers to resources using multiple data systems.

Training is paid and delivered Monday through Thursday with evening sessions. You’ll work in a team, handle multi-channel inquiries, and support callers with diverse needs including vulnerable

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.
• Research and problem-solving ability.
• Excellent oral and written communications skills.
• Proactive, flexible and team player.
• Attention to detail and accuracy.
• Call center related skills.
• Call center or centralized intake experience.
• Familiarity with health and human services or community-facing programs preferred.
• Ability and willingness to learn multiple program-specific data or case management systems and to move between them based on the needs of the caller.

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 based on the needs of the caller.
• Uses exceptional customer service techniques for handling multi-channel communication inquiries; phone calls, emails, text, chat) to collect information, assess needs, and determine eligibility for the assigned program.
• Gains an understanding of each caller's situation, including the circumstances and barriers driving the need for the assigned program's services.
• Screens callers against the assigned program's eligibility criteria and documents findings accurately.
• Submits tickets or service requests as required by the assigned program to route callers to the appropriate resource or follow-up support.
• Responds in a professional, nonjudgmental manner when interacting with all populations, including but not limited to people with disabilities, older adults, youth, veterans, people with addictions, those with behavioral health needs and people of all religions, sexual orientations and gender identities. Recognizes the client’s right to accurate, comprehensive and unbiased information about services available in the community. Avoids introducing personal beliefs into the referral process. Demonstrates respect for the values, traditions and/or lifestyles of the inquirer.
• Recognizes and appropriately responds to callers in crisis, including callers experiencing a mental health crisis, using established safety and de-escalation protocols, and connects callers with emergencies, crisis, or mental health resources as needed.
• Tracks caller information and case data in the appropriate systems, ensuring accuracy of information collected and maintaining sensitivity to confidential information.
• Maintains database records to support reporting, follow-up services, and continuous improvement of the intake process.
• Implements customer service techniques for handling calls and de-escalating situations. Responsible for escalating problems or situations of a critical nature to a Lead Specialist or manager for handling.
• Implements established processes for collecting and documenting data and other pertinent information required to compile reports and metrics.
• Maintains knowledge of assigned program requirements, participates in team meetings, completes reading, training and other assignments or requirements in order to remain current in the field.
• Works as a team to administer equitable, confidential, compliant and professional customer service techniques.
• Provides support to team members during periods of high volume to assure team productivity goals and objectives are met.
• Support the 2-1-1 team at events and community activities in promoting the work of the 211 service.
• Other Duties

Skills

Customer service

Analytical thinking

Problem solving

Communication skills

Team player

Attention to detail

Call center experience

Education

High school diploma or equivalent

Job description

UWGC (United Way of Greater Cleveland) is seeking a part-time 211 Multi-Program Contact Center Navigator in Cleveland to provide centralized contact center support across funded programs. You’ll screen eligibility, collect information, and connect callers to resources using multiple data systems.

Training is paid and delivered Monday through Thursday with evening sessions. You’ll work in a team, handle multi-channel inquiries, and support callers with diverse needs including vulnerable