Program Navigator — 211 Contact Center (Part-Time)

United Way of Greater Cleveland; Cleveland (OH); On-site; USD 22,000 - 32,000; Part time

Job summary

United Way of Greater Cleveland is hiring a part-time 211 Multi-Program Contact Center Navigator in Cleveland, OH. The role uses information and referral practices to screen for program eligibility and connect callers with the correct resource across multiple programs.

Training is paid and occurs evenings. The position requires weekend and holiday availability, with shifts from 8:00 a.m. to 12:00 p.m. and other daytime/evening slots; schedule will vary.

Qualifications

• Minimum High School diploma or equivalent.
• At least one year of relevant experience.
• Prior health and human services or community-facing service experience preferred.
• Strong customer service, analytical thinking and problem-solving abilities.
• Excellent oral and written communications; detail-oriented and a team player.

Responsibilities

• Responds to inquiries using established policies for the assigned program.
• Learns and navigates the data or case management systems for each program.
• Uses customer service techniques to handle multi-channel inquiries and determine eligibility.
• Gains understanding of caller situations and barriers driving services needs.
• Screens callers against eligibility criteria and documents findings accurately.
• Submits tickets or service requests to route callers to resources or follow-up support.
• Responds professionally to all populations and maintains confidentiality.
• Tracks caller information and case data in the proper systems for reporting.
• Maintains knowledge of program requirements and participates in team meetings.
• Supports the team during high-volume periods and assists at events.
• Escalates critical issues to leads or managers when needed.

Skills

Customer service

Call center experience

Interpersonal skills

Analytical thinking

Problem-solving

Oral and written communication

Attention to detail

Team player

Flexibility

Education

High School diploma or equivalent

Job description

United Way of Greater Cleveland is hiring a part-time 211 Multi-Program Contact Center Navigator in Cleveland, OH. The role uses information and referral practices to screen for program eligibility and connect callers with the correct resource across multiple programs.

Training is paid and occurs evenings. The position requires weekend and holiday availability, with shifts from 8:00 a.m. to 12:00 p.m. and other daytime/evening slots; schedule will vary.