Social Services 211 CSR – Caring Navigator & Resource Connector

DC Department of Human Resources; Washington (District of Columbia); On-site; USD 60,000 - 75,000; Full time

Job summary

The Child and Family Services Agency (CFSA) in Washington, DC seeks a Customer Service Representative for the non-emergency 211 Warmline to assist residents with social services, provide information, referrals, and navigate resources.

Based in the Office of Thriving Families, the CSR will respond to calls, enter data into case systems, and coordinate with the CPS Hotline and DBH to ensure timely, accurate service delivery. Monday–Friday 8:30am–5:00pm with occasional evenings.

Qualifications

• Bachelor’s degree in Social Work, Psychology, or related field; at least two years of direct social services experience preferred.
• Demonstrated ability to collaborate with internal and external stakeholders; excellent written and verbal communication and customer service skills.

Responsibilities

• Provides Gold Standard Customer Service. Manage relationships with internal and external stakeholders to ensure high-quality service delivery, resolving issues promptly and ensuring consumer satisfaction.
• Receives non-emergency calls from the public regarding social service needs and inquiries for information and referrals; transmits call information and enters data into service delivery tracking systems.
• Provides administrative and operational support to meet the needs of the District’s 211 and related services.
• Coordinates and assures allocation of needed services and resources for DC residents.
• Assists in identifying gaps and barriers to services and improves navigation of resources.
• Attends required trainings to stay informed on government benefits, resources, and person-centered planning.
• Performs environmental scanning and gathers information to educate stakeholders about 211 resources and maintains the directory.

Skills

Collaboration

Written communication

Verbal communication

Customer service

Education

Bachelor’s degree in Social Work/Psychology/related field

Job description

The Child and Family Services Agency (CFSA) in Washington, DC seeks a Customer Service Representative for the non-emergency 211 Warmline to assist residents with social services, provide information, referrals, and navigate resources.

Based in the Office of Thriving Families, the CSR will respond to calls, enter data into case systems, and coordinate with the CPS Hotline and DBH to ensure timely, accurate service delivery. Monday–Friday 8:30am–5:00pm with occasional evenings.