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About the Role

As a 211 Navigation Specialist, you will assist the United Way for Greater Austin in providing comprehensive customer service, information, and referral services to the local community. You will serve as a primary Information and Referral specialist for callers living in Texas, ensuring effective, timely, and quality communication. This role supports a 24/7 operation, requiring availability for evenings, weekends, and holidays.

Responsibilities

Provide customer service, information, and referral services to the local community.
Serve as a primary Information and Referral specialist for callers living in Texas.
Ensure effective, timely, and quality communication reflecting care and concern for each individual.
Provide needed information and resources to community members while maintaining performance and quality standards.
Collect demographic data for all callers.
Provide accurate data entry and logging of resources.
Work evenings, weekends, and holidays as needed.

Requirements

Ability to work in a fast-paced work environment and shift gears quickly to accommodate change.
Ability to talk with consumers by phone and search for information and referrals using a call management system database.
Experience answering incoming calls and assessing client needs in a call center environment taking 60-80 calls/day.
Accountable for monthly metrics.
Ability to prioritize work to meet daily and monthly program goals.
Ability to work with diverse populations and needs in our service area.
Professional appearance and manner.
Required to work different shifts or rotate shifts with assigned schedule window to accommodate operational needs.

Skills

Interpersonal skills
Communication skills
Experience with MS Office, Outlook, and various web browsers
Bilingual in Spanish preferred
Information and Referral experience preferred
CIRS certification a plus

Location

Austin, Texas

Work Type

Part-Time
Hybrid Work

Experience Level

At least one year of social services experience preferred

Education Level

Bachelor’s degree from an accredited college and university preferred

Salary/Compensations

Competitive Compensation

Benefits

Employer 403(b) Matching
Generous Paid Time Off (PTO)
Employee Assistance Program (EAP)

About the Company

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.
Focuses 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.

Equal Opportunity

United Way of Greater Austin is an “at-will” employer.