Navigation Specialist (211)
HybridAustin, Texas, United States
Job Summary
Answer incoming calls and assess client needs in a call center environment, managing 60-80 calls daily to provide information and referrals using a call management system database. Collect demographic data for all callers and ensure accurate data entry and logging of resources while maintaining performance and quality standards. Prioritize work to meet daily and monthly program goals and collaborate with all departments across the organization to achieve shared objectives. This role supports United Way for Greater Austin's mission to break economic barriers and build opportunities for all in Central, South, and Tip of Texas areas.
Required Qualifications
- At least one year of social services experience is preferred
- Bachelor's degree from an accredited college and university is preferred
- An ability to work in a fast-paced work environment and shift gears quickly to accommodate change
- Experience answering incoming calls and assessing client needs in a call center environment taking 60-80 calls/day
- An ability to prioritize work to meet daily and monthly program goals
- An ability to work with diverse populations and needs in our service area
- Experience with MS Office, Outlook, and various web browsers
- Professional appearance and manner
- Required to work different shifts or rotate shifts with assigned schedule window to accommodate operational needs
- Work shifts are subject to change based on 24/7 operational needs
Desired Qualifications
- An ability to work in a fast-paced work environment and shift gears quickly to accommodate change, talk with consumers by phone and search for information and referrals using a call management system database to provide to consumers
- Excellent interpersonal and communication skills with vulnerable populations and various types of crisis and emergency help call preferred
- Bilingual in Spanish is preferred
- Experience in Information and Referral and CIRS certification a plus
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