The Community Resource Navigator assists Mile High United Way in providing the most accessible and highest quality comprehensive customer service and screening services to our local community. Community Resource Navigator l's work within an inbound/outbound contact center, accurately collecting client information and demographics, and assisting clients and identifying community resources within health and human services. In doing so, Community Resource Navigator l's ensure effective, timely and quality communication reflecting care and concern for each community member you serve.
Areas of Responsibility:
- Responsible for providing needed information and resources to clients via phone, text, chat, email and/or face to face conversations.
- Collect client information and demographics as defined by department standards to accurately assess eligibility of resources
- Resolve escalated client concerns and crises on an as need basis.
- Identify possible solutions to client's complex case scenarios.
- Engage with agency partners to support the needs of clients and community members.
- Provide accurate information, assessments, referrals and advocacy to all clients
- Provide exceptional customer service to clients and identify and recommend improvements for quicker and more efficient customer service delivery.
- Follow up with select clients on a weekly basis to capture outcomes and alternative options.
OTHER DUTIES/RESPONSIBILITIES
- Support deadlines to complete assigned projects and new initiatives in a quality and timely manner
- Required to assist in disaster/crisis response activities within and outside of normal business hours
- Learn new policies, procedures and contracts on an as need basis.
- Must achieve AIRS Certified Information & Referral Specialist Certification within 6 months of eligibility
- Must be able to telecommute as assigned
- Act as an organization liaison at community fairs, meetings, and presentations within and outside of normal business hours
- Assists Resource team on discrepancies with agency information
Educational Background:
Associates Degree preferred, High School Diploma or GED required
Skills/Experience:
- English/Spanish bilingual highly preferred
- 1 year of relevant experience preferred working in a Contact Center or Human Services related field providing Customer Service.
SPECIAL SKILLS/KNOWLEDGE
- Demonstrated experience in establishing and maintaining effective working relationships with clients, staff and community leaders
- Demonstrated experience completing assignments and projects on time
- Demonstrated experience working a in a fast-paced environment and shifting gears quickly to accommodate change.
- Ability to deal calmly, patiently and effectively with tense situations.
- Ability to express empathy when working and communicating with diverse client populations
- Demonstrated experience handling client's requests and addressing potential obstacles by being resourceful
Job Function:
Organization Info
Listing Stats
Post Date:
Nov 19 2018
Active Until:
Dec 19 2018
Hiring Organization:
United Way Worldwide
industry:
Nonprofit