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.

SUPERVISORY RESPONSIBILITIES

None

OTHER DUTIES

This job description outlines the core duties and responsibilities for the 211 Resource Navigator role, but it is not exhaustive. Duties and responsibilities may be adjusted based on changing community needs or organizational priorities, with or without notice.

JOB RELATIONSHIPS WITH

General Public; United Way of Greater Cincinnati Team Members and Social Services Providers.

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 competitive benefits package

BENEFITS

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