Part Time Navigation Specialist (211)

UNITED WA; Austin (TX); Hybrid; USD 20,664 - 30,307; Part time

Benefits offered by this job

Hybrid work

403(b) matching

Generous PTO

EAP

Job summary

United Way for Greater Austin is seeking a part-time 211 Navigation Specialist in Austin to deliver accessible information and referrals to our community, working in a fast-paced, 24/7 operation. You will provide high-quality customer service, log resources, and collect demographic data using our call management system, while collaborating across departments to meet performance standards.

Evening, weekend, and holiday shifts may be required; hybrid work arrangement and benefits include 403(b)

Qualifications

• Minimum one year of social services experience preferred.
• Bachelor’s degree from an accredited college and university preferred.
• Ability to work in a fast-paced environment and handle 60–80 calls per day.
• Experience with call management systems and accurate data entry.
• Bilingual in Spanish preferred; strong interpersonal skills.
• Willingness to work various shifts to support 24/7 operations.

Responsibilities

• Provide information and referral services to callers in Texas.
• Log demographic data and resource information accurately.
• Answer incoming calls, assess needs, and guide callers using the call management system.
• Collaborate with departments to achieve shared objectives.
• Maintain high-quality customer service in a fast-paced environment.

Skills

Social services experience

Communication skills

Bilingual in Spanish (preferred)

Education

Bachelor's degree

Tools

MS Office

Outlook

Web browsers

Job description

Description

United Way for Greater Austin

211 Part-Time Navigation Specialist

Department: Community Health & Resource Navigation

Regular, Part-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.

This role supports a 24/7 operation, and applicants must be available to work evenings, weekends and holidays as needed.

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
• Employer 403(b) Matching
• Generous Paid Time Off (PTO)
• 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.