Resource Navigator, 2-1-1

POSITION:       Resource Navigator, 2-1-1

REPORTS TO: Director, Navigation Center, 2-1-1

LOCATION:      Chicago, IL

GRADE:            4

FLSA:                Hourly, Non-Exempt 

SALARY RANGE: $20.00 per hour

POSITION OVERVIEW

Similar to 9-1-1, 2-1-1 is a nationally recognized, easy to remember phone number that quickly and effectively connects people in need with resources. In the case of 2-1-1, the connections are to human services and community resources tailored to meet caller needs. The 2-1-1 service is widely available across the country and is being launched in Chicago and Cook County.  

 The 2-1-1 Resource Navigator is the heart of 2-1-1, trained and certified to interact with a person in need, provide the best referrals available, and follow-up to make sure assistance has been received. The individual handles customer inquiries by phone, text, chat, or email from individuals seeking assistance with human services information or resources while maintaining the confidentiality of the caller. The individual handles sensitive information and adheres to HIPAA compliance. The individual ensures that responses to inquiries are completed timely and according to established service and the Alliance of Information and Referral Systems (AIRS) quality standards. This position focuses on showing empathy, patience, compassion, and professionalism while referring callers to the appropriate human service agencies that have the necessary resources to assist them with their basic needs of food, clothing, and shelter, etc. 

**THIS POSITION IS FOR THE 2-1-1 CALL CENTER THAT WILL OPERATE 24 HOURS A DAY, 7 DAYS A WEEK. NAVIGATOR ROLES ARE FULL-TIME (40 HOURS A WEEK.)**

CORE RESPONSIBILITIES

• Responds to inbound phone contact, texts, and chats
• Input data into the system of record, iCarol
• Meets all production, quality, and adherence standards, including AIRS and HIPAA
• Attends all required training classes and meetings
• Elevates issues to next level of supervision, as appropriate
• Maintains accurate records, including timekeeping records
• Completes contact follow-up via text and phone in a timely manner

ADDITIONAL RESPONSIBILITIES

• Responds to text and chat for special projects
• Updates I&R database records
• Data clean-up when required
• Other duties as assigned or requested

REQUIRED QUALIFICATIONS

• Required: High School Diploma or GED and at least two years of customer service experience such as retail, healthcare, and financial services
• Preferred: Bachelor’s degree in social work or health or human services related field plus two or more years of experience in health or human services, social work, or related non-profit organization

KNOWLEDEGE, SKILLS & ABILITIES

• Required: 
  • Ability to calmly handle high-volume calls and treat callers with dignity, respect, compassion, understanding, and empathy
  • Minimum typing speed of 40 WPM 
  • Proven ability to accurately enter data and verify information from various sources.
  • Comfort with technology to include typing while speaking on the phone, reviewing multiple screens, utilizing text and chat, and using Office products including Outlook email
  • Demonstrated ability to accurately record summary of call and ask required screening questions
  • Excellent verbal and written communication skills; ability to communicate clearly to individuals with varying levels of comprehension and language proficiency 
  • Excellent telephone etiquette, including exhibiting friendliness while controlling the conversation
  • Experience working in crisis intervention or emergency response settings; Training in trauma-informed care and de-escalation technique
• Preferred: 
  • Bi-lingual

 CERTIFICATION & LICENSES

• Required: Completion of AIRS Certification upon becoming eligible
• Preferred: AIRS Certification at the time of hire

 PHYSICAL DEMANDS

• Sedentary: Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time but may involve walking or standing for brief periods of time.

 TRAVEL REQUIREMENTS

• Occasional travel within the region via ground transportation

 AVAILABILITY REQUIREMENTS

• Navigators should have open and flexible availability to work days, nights, weekends, and holidays to support the 24/7 call center operation. 
• Reliable internet connectivity is required for remote work, with a minimum upload speed of 50 Mbps and a minimum download speed of 10 Mbps.

PERSONAL ATTRIBUTES

• Guided by a clear set of Core Values and Behaviors - Humble, Hungry, Mission Driven and People Smart, you will join an impressive group of individuals and contribute your diverse set of experiences, skills, and characteristics to the organization
• Accepts guidance and responds well to feedback
• Displays maturity, good judgment, enthusiasm, and personal motivation
• Strong interpersonal skills including the ability to anticipate workload and effectively cultivate and leverage relationships with colleagues to meet deadlines

• Collaborative entrepreneurial spirit, ability to multi-task and prioritize concurrent projects and day-to-day tasks within a high production and fast-paced environment.

BENEFITS OFFERED

TO APPLY:

Diverse candidates are encouraged to apply. Candidates must officially apply through our website with a cover letter and resume.

The responsibilities listed above are intended to describe the general nature and scope of work required in the role. The above is not intended to be an exhaustive list of all responsibilities and duties required. The incumbent may asked to perform other duties as assigned.

We believe the term “diversity” incorporates all the characteristics that make us both alike and unique: our backgrounds, cultures, nationalities, lifestyles, identities, gender, points of view, approaches to solving problems, ways of working, and views of personal and career success.

It is the intent of United Way to follow both the letter and the spirit of local, state and federal laws governing Equal Opportunity Employment as those laws exist today and as they may change in the future.