Description United Way for Greater Austin211 Navigation Specialist for Weekend & Overnight ShiftsDepartment: Community Health & Resource NavigationRegular, Full-Time, Non-Exempt Who we are: United Way for Greater Austin …
Skills: Customer Service, Information And Referral, Call Center Operations, Data Entry, Crisis Intervention
Assistant Manager(06628)- 2716 W. William Cannon Dr
Austin, Texas, United States · On-site
Mid level$1.3B raised
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Remote Sales Representative - Entry Level - Part-Time or Full-Time
Austin, Texas, United States · Remote Solely
Entry level
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The specialist provides comprehensive customer service and referral resources to community members via a 211 call system. Responsibilities include collecting demographic data, logging resources, and maintaining quality standards in a 24/7 operational environment.
Requirements
Candidates should ideally have a bachelor's degree and at least one year of social services experience. Required experience includes handling 60-80 calls per day in a call center environment and the ability to work flexible shifts including weekends and holidays.
Full job description
Description
United Way for Greater Austin211 Navigation Specialist for Weekend & Overnight ShiftsDepartment: Community Health & Resource NavigationRegular, Full-Time, Non-Exempt
Who we are:
United Way for Greater Austin brings our community together to break economic barriers and build opportunities for all. We break the cycle of economic hardships for families and individuals, striving to create a vibrant, thriving community. Recognizing the urgency of addressing economic challenges, we focus on increasing the availability of high-quality early care and education and access to pivotal resources to address financial barriers in Central Texas, South Texas and the Tip of Texas area. Our united front includes dedicated donors, volunteers, corporate and civic partners, staff, and a connected network of neighbors. Together, we leverage data, community alliances, services, and public engagement to transform our regions, responding to urgent needs with lasting, impactful solutions.
Who we want:
As a 211 Navigation Specialist, you will assist the United Way for Greater Austin in providing the most accessible and highest quality comprehensive customer service, information, and referral services to our local community. This individual is results-oriented and maintains high moral and ethical standards. This individual must be self-motivated and self-confident and meet deadlines in a fast-paced and high-change environment. Working well in a team environment and with diverse populations is a must in this role, you will serve as a primary Information and Referral specialist for callers living in Texas. As such, you will ensure effective, timely, and quality communication reflecting care and concern for each individual you speak with. You will be responsible for providing needed information and resources to our community members while maintaining performance and quality standards. Additionally, you will be responsible for collecting demographic data for all callers and providing accurate data entry and logging of resources.
This role supports a 24/7 operation, and applicants must be available to work evenings, weekends and holidays as needed.
Who you are:
Collaborates: You work cooperatively with all departments across the organization to achieve shared objectives and represent their interests while being fair to others and their area. You partner with others to get work done and credit others for their contributions and accomplishments — you garner the trust and support of others.
Cultivates innovation: You come with helpful new, better, or unique ideas and encourage diverse thinking to promote and nurture innovation. You introduce new ways of looking at problems and implementing creative solutions.
Drives results: You have a strong bottom-line orientation. You persist in accomplishing objectives despite obstacles and setbacks and have a track record of exceeding goals successfully. You push yourself and help others achieve results.
Interpersonal savvy: You relate comfortably with people across levels, functions, cultures, and geography and act diplomatically and tactfully. You build a rapport in an open, friendly, and accepting way and develop constructive relationships with people similar and different to yourself.
Resilient: You are confident under pressure and maintain a positive attitude despite adversity. You manage crises effectively, bounce back from setbacks, and grow from your hardships and negative experiences.
What you’ll bring:
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, talk with consumers by phone and search for information and referrals using a call management system database to provide to consumers
Experience answering incoming calls and assessing client needs in a call center environment taking 60-80 calls/day and being accountable for monthly metrics required
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
Excellent interpersonal and communication skills with vulnerable populations and various types of crisis and emergency help call preferred
Experience with MS Office, Outlook, and various web browsers
Professional appearance and manner
Bilingual in Spanish is preferred
Experience in Information and Referral and CIRS certification a plus
Required to work different shifts or rotate shifts with assigned schedule window to accommodate operational needs.
What you’ll receive:
Dynamic and rewarding work environment
Competitive Compensation
Hybrid Work
Employer 403(b) Matching
Employer-Sponsored Health Insurance (for employees)
Dental Insurance
Vision Insurance
Flexible Spending Account (FSA)
Generous Paid Time Off (PTO)
Paid Parental Leave
FMLA
Employee Assistance Program (EAP)
This position is located in Austin, Texas, and reports directly to the Assistant Manager (211).Work shifts are subject to change based on 24/7 operational needs.
Notice: The job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Management has the right to assign or reassign duties and responsibilities at any time. United Way of Greater Austin is an “at-will” employer.
Related keywords
211Social ServicesCIRS CertificationInformation And ReferralCall Management SystemCommunity HealthCrisis HelpVulnerable PopulationsData EntryBilingualSpanishNon-ExemptCustomer Service
We bring our community together to break economic barriers and build opportunity for all. #LiveUnited
Industry
Non-profit Organizations
Company size
51-200 employees
Founded
1924
Headquarters
Austin, Texas
LinkedIn followers
5,518
United Way for Greater Austin brings our community together to break economic barriers and build opportunity for all. All of our strategic, evidence-based work – in data, coalitions, programs, and advocacy – is aligned to achieve this singular goal.
2024 marks an important milestone for us: 100 years serving the community. For the past century, we have been building opportunities that meet education, health, and financial stability needs across the counties we serve. The needs in our community have changed over time, so we’ve adapted our support to stay ahead of emerging needs and help as many people as possible.
What hasn’t changed? Our belief that every person deserves the opportunity to thrive and our passion for solving our community’s biggest challenges.
Together with people like you, we break a generations-long cycle of poverty with impact today and tomorrow. Join our movement and #LiveUnited.
Offices: 5930 Middle Fiskville Rd, Austin, Texas 78752, US
community engagementfundraisingcommunity investmentsvolunteeringsocial changeand charitable giving best practicesSocialHealth CareNon ProfitCharity