Social Navigator II

United Way; Detroit (MI); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Major medical

Dental coverage

Vision coverage

403(b) retirement plan

Disability coverage

AD&D coverage

Pet insurance (ASPCA)

DoorDash discount

PTO 20 days

Job summary

United Way for Southeast Michigan (UWSEM) seeks a Social Navigator II to work with individuals and families to access wrap-around services. The role includes in-person days and events, with a focus on holistic support and collaboration with community partners.

The position requires strong communication, problem-solving, and the ability to work in a fast-paced environment; eligibility includes living within Southeast Michigan and meeting KPI targets.

Qualifications

• College degree preferred in social services, social work or related field.
• Minimum of high school diploma required.
• Experience in high-volume call center or care coordination is preferred.
• Ability to work with clients in financial need; willing to participate in CHW training.

Responsibilities

• Meet eligible individuals and families where they are and connect to wrap-around services.
• Provide logistical support, referrals, and program enrollment with follow-up.
• Deliver services by phone, in the field, or on-site with partner organizations.
• Collaborate with community partners to ensure access to entitlements and supports.
• Maintain accurate reporting and KPI-driven performance.

Skills

Communication skills

Active listening

Problem solving

KPI focus

Attention to detail

Customer care

Team collaboration

Mentoring

Professionalism

Education

College degree preferred

High school diploma required

Tools

MS Word

Outlook

Excel

CRM systems

Job description

Every day, United Way for Southeast Michigan (UWSEM) works alongside community partners, donors, and nonprofits to create measurable, lasting change across Southeast Michigan. By investing in programs that support education, economic stability, and health, UWSEM helps ensure individuals and families have the resources they need not just to get by, but to thrive. Our work is grounded in collaboration, accountability, and a deep commitment to the communities we serve.

This full‑time position offers an hourly pay rate of $24-$25/hr, along with a comprehensive benefits package that includes major medical, dental, and vision coverage, a 403(b) retirement plan, short‑and long‑term disability, AD&D coverage, ASPCA pet insurance, a DoorDash discount, 20 days of paid time off per year, 12 paid holidays, and one floating holiday.

A United Way Social Navigator II functions in a multi-disciplinary capacity, meeting eligible
individuals and families where they are at, embracing the whatever-it-takes approach to facilitate
access to supportive, holistic, wrap-around services. Responsibilities of a Navigator include - but
are not limited to - logistical supports; connection to entitlements; informal counseling; curated
information and referrals; program enrollment and follow-up; collaboration with community and
inter‑agency partners; and any other relevant service an eligible individual or family may need.
Social Navigators are prepared to deliver these services over the phone, in the field, or by
collocating with a partner organization.

This role will have the expectation of in person days & events as determined by the team. All applicants must live within Southeast Michigan to be considered.

Qualifications

• o Ability to function successfully in a fast-paced, sometimes stressful work environment
• o High-impact, person-centered communication skills.
• o Effective listening and problem-solving involving customer service via telephone or in person.
• o High output in meeting Key Performance Indicators (KPI) Metrics.
• o Exceptional attention to detail and accuracy in reporting.
• o Provide an exceptional individualized care approach to all households and/or individuals.
• o Ability to work well with others and effectively communicate issues as they arise.
• o Ability to mentor and provide support to team members in other departments.
• o Exemplary work ethic and professionalism.

Education and Experience Requirements

• o College degree is preferred with coursework in social services, social justice, and or social work. Minimum of a high school diploma required.
• o A minimum of three years of experience in a high-volume call center and/or high-volume case management/care coordination experience.
• o Experience successfully working with and on behalf of clients who must make ends meet with low incomes.
• o Training as a Community Health Worker preferred, willingness to participate in Community Health Worker training a must.
• o Alliance of Information and Referral {AIRS) CRS certification strongly preferred.
• o Solid computer skills, including MS Word, Outlook and Excel and internet searches, experience with contact management and/or case management systems.
• o Excellent written and verbal skills.