Resource Navigator

United Way of Greater Cincinnati; Cincinnati (OH); On-site; USD 26,000 - 36,000; Full time

Benefits offered by this job

Generous paid time off

Medical, dental, vision insurance

403(b) with company match

Short-Term & Long-Term Disability

Volunteer opportunities

Professional development

Job summary

United Way of Greater Cincinnati seeks a dedicated 211 Resource Navigator to assist residents with information and referrals in a fast-paced call center. You will collect data, assess needs, and coordinate with community partners to ensure effective service delivery.

Responsibilities include intake assessments, warm transfers when needed, and follow-up to confirm referrals are utilized. Strong communication and problem-solving skills are essential, with flexibility for occasional in-person

Qualifications

• Bachelor’s degree required or preferred in Social Work, Human Services or related field.
• At least 1 year of experience in human services or social services interviewing desirable.
• Bi-lingual skills preferred but not required.

Responsibilities

• Assess callers' needs and provide referrals via our platform.
• Record data on referrals and assist with daily/weekly reports.
• Screen for designated programs and advocate for residents.
• Collaborate with directors and staff to improve call quality and satisfaction.

Skills

Communication

Problem solving

Organizational skills

Community resources

Education

Bachelor's degree in Social Work/related field

Tools

Microsoft Office

Job description

The 211 Resource Navigator answers 211 Helpline calls and responds to online requests for resource information. They play a vital role in helping residents access social services by collecting data, conducting needs assessments, and facilitating referrals within a network of community partners. This is a high-volume, fast paced call center role, with approximately six or more hours of each shift spent actively answering inbound calls from individuals seeking assistance. 211 Resource Navigators may also attend community events to build 211 awareness across four southwest Ohio counties and four Northern Kentucky counties provide resource information and provide residents with resource information. This role is challenging, emotionally demanding, and deeply impactful. Resource Navigators provide broad-based human services assessments, make appropriate service referrals through a referral platform, and ensure follow-up to confirm referrals are utilized effectively.

KEY AREAS OF RESPONSIBILITY

• Caller Support & Referrals: Compassionately assess the needs of community members and provide referrals for immediate and ongoing support through our network of trusted community partners. Referrals will be primarily made via a technology platform. Handle challenging and sensitive calls, including mental health crisis, abuse or neglect calls assessing clients’ needs, providing warm transfers to specialized community services and managing complex, emotional or high-stress situations with care and professionalism.
• Data Tracking & Advocacy: Secure consent and build caller profiles for longitudinal records. Collect and record data on referrals, including types, demographics, and agency responses, to contribute to daily and weekly reports. Act as an advocate for residents, ensuring they are connected to the resources they need.
• Program Screening: Proactively conduct screenings for designated programs, considering appropriateness and availability to community members.
• Collaboration & Program Improvement: Work closely with the Director of Community Connections, 211 Sr. Manager(s) and other United Way staff to evaluate and enhance 211 operations, including call quality and customer satisfaction, contributing to continuous improvement of the program. Record unmet needs to inform United Way’s Community Impact agenda

DESIRED COMPENTENCIES

• Customer Service Orientation
• Resource Navigation
• Communication
• Collaboration and teamwork
• Adaptability and Problem Solving
• Technology Proficiency

MINIMUM QUALIFICATIONS

• Education: Bachelor’s degree from an accredited college or university with a major in Social Work, Human Services or a related field (preferred).
• Experience: At least one year of experience in the human services field, including social service interviewing, is desirable. Broad knowledge of human services and the Greater Cincinnati service network preferred.
• Skills: Strong organizational, problem solving and communication skills. Knowledge of community resources. Effective and comprehensive computer skills, including Microsoft Office. Ability to work independently and in group settings and build effective relationships with staff, administration, volunteers, agencies, and community members. *Bi-lingual skills are preferred, but not required.

WORKING CONDITIONS

• Collaborative call center office environment.
• Extended periods of computer screen use.
• Occasional in-person or community-based work
• Occasional remote weekend work rotation (Saturdays between 7:00am and 6:00pm and Sundays between 7am and 3:00pm).

SALARY

22.50 per hour plus a competitive benefits package

BENEFITS

• Generous paid time off including vacation, personal, sick, and holiday time
• Medical, Dental, Vision, Life Insurance, 403b plan with company match
• Short-Term & Long-Term Disability Insurance
• Employee Assistance Program and access to other free health programs
• Community volunteer opportunities
• Professional development and training opportunities