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About the Role

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 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.

Responsibilities

Provide comprehensive customer service, information, and referral services.
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

At least one year of social services experience is preferred.
Bachelor’s degree from an accredited college and university is preferred.
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 required.
Ability to prioritize work to meet daily and monthly program goals.
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.

Skills

Collaboration
Innovation
Results-driven
Interpersonal savvy
Resilience
Communication skills
MS Office proficiency
Outlook proficiency
Web browser proficiency

Location

Austin, Texas

Work Type

Regular
Full-Time
Hybrid Work

Experience Level

At least one year of social services experience preferred

Education Level

Bachelor’s degree preferred

Salary/Compensations

Competitive Compensation

Benefits

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)

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.