Community Navigation Specialist
Direct Interactions
full-time
Posted on:
Location Type: Remote
Location: Remote • Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $21 per hour
Job Level
Mid-LevelSenior
About the role
- As a Community Navigation Specialist, your main responsibility will be to assist individuals in need by answering calls on the 211 information and resource hotline.
- Answering incoming calls and effectively connecting callers to a wide range of health and human services using established procedures.
- Providing compassionate and kind customer service while actively listening to callers' needs.
- Reaching out to individuals in crisis and in need of advocacy assistance, going beyond basic referrals to provide essential support.
- Documenting call information to facilitate follow-up, community and program planning, human service data management, and evaluations.
- Making follow-up calls to ensure the quality of services provided, and to improve access to community resources for high-risk individuals identified by the Resource Center Coordinator.
- Handling multiple responsibilities simultaneously and demonstrating listening skills, empathy, and compassion to callers in need.
Requirements
- Must be a current resident living in the state of Washington
- Ability to conduct need assessments and make effective referrals by using telephone interviewing, active listening, problem solving and crisis intervention skills
- Ability to efficiently and accurately use a computerized information management system for documenting call information and conducting searches for service information
- Ability to assist callers who are presenting life-threatening crises
- Ability to remain poised under pressure during back-to-back calls
- Understanding of confidentiality standards and the ability to practice them
- Ability to effectively use the 2-1-1 Helpline telephone system
- Effective interpersonal, oral and written communications skills
- Available for work on holidays as determined by program needs
- A strong commitment to punctuality in order to maintain proper telephone coverage and effective working relationships
- Ability to learn and use frequently changing computer and telephone technology
- Passion for providing outstanding service
- Must pass a criminal background check paid for by us (Direct Interactions)
- Legally able to work in the United States
- Must have at least a high school diploma or equivalent
Benefits
- Accrued paid time Off (PTO)
- Sick time
- Orientation/Training Schedule
- All mandatory events are paid (orientation, training & nesting)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
need assessmentstelephone interviewingactive listeningproblem solvingcrisis interventioncomputerized information management systemdocumenting call informationservice information searches2-1-1 Helpline system
Soft skills
customer serviceempathycompassioninterpersonal communicationoral communicationwritten communicationpoise under pressurepunctualityability to handle multiple responsibilities