Resource Navigator

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

Benefits offered by this job

Paid time off

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k/403b

Disability Insurance

Employee Assistance Program

Volunteer opportunities

Professional development

Job summary

United Way of Greater Cincinnati is seeking a Resource Navigator to answer 211 Helpline calls and online requests, assess needs, and facilitate referrals within a broad network of community partners. This is a high-volume, fast-paced role that requires empathy and accurate data collection.

You will work in a collaborative call center, assist residents across four southwest Ohio counties and four Northern Kentucky counties, and ensure follow-up to referrals is completed with care.

Qualifications

• Bachelor’s degree in Social Work, Human Services or related field preferred.
• 1+ year experience in human services is desirable.
• Strong organizational, problem solving and communication skills; knowledge of community resources; capable with computers and MS Office.

Responsibilities

• Answer 211 Helpline calls and respond to online requests for resource information.
• Collect data, conduct needs assessments, and facilitate referrals within a network of community partners.
• Attend community events to build 211 awareness across multiple counties; provide residents with resource information.
• Record data for daily/weekly reports and ensure referrals are followed up.

Skills

Customer Service

Resource Navigation

Communication

Collaboration

Adaptability

Technology Proficiency

Education

Bachelor’s degree in Social Work or related field

Tools

Microsoft Office

Job description

Position: Resource Navigator

At United Way of Greater Cincinnati, we’re looking for passionate professionals who want to use their talents to make a lasting impact and help build a stronger, more resilient community.

When you join us, you’ll become part of a team that boldly challenges the status quo to drive equity and empower communities. We believe in the power of collective action; working together to dismantle barriers and rebuild systems for lasting impact.

Diversity is our strength, and we embrace it to spark transformation — where everyone can overcome challenges, belong and thrive. With a balance of urgency and vision, we respond to immediate needs while crafting innovative, long-term solutions. We co-create sustainable change together with those living with the challenges that we aim to solve.

Location

Cincinnati, OH

Job Id

569

# of Openings

2

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. The 211 Resource Navigator’s responsibilities may evolve to align with new community needs and United Way initiatives, ensuring flexible and responsive support to residents. All calls to 211 are recorded for quality and training purposes.

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 Competencies

• 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