211 is an easy-to-remember number that helps people assess their needs and link them directly to resources and information that could change their circumstances for the better. Whether a person is seeking essential services or looking for volunteer activities in his or her community, 211 is there 24 hours a day, seven days per week to help. United Way of Southwestern Pennsylvania provides critical information and referral services via multiple mediums including phone, text, chat and web for 30 counties within Southwestern, Southeastern and Northwestern Pennsylvania.
This position reports to the 211 Contact Center Manager. The 211 Resource Navigator is the heart of 211. The Resource Navigator is trained 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 resources while maintaining complete confidentiality. The individual handles sensitive information and adheres to HIPAA compliance. Resource Navigator ensures that responses to inquiries are completed in a timely manner and according to all established service and Inform USA 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 a contract funded temporary position with possibility to become permanent based on funding and performance.
For more details and to view the full description, click the ‘Apply’ button above.