Community Resource Navigator, 2-1-1 - Bilingual Required - Mile High United Way

Mile High United Way is excited to announce an opening for an Community Resource Navigator, 2-1-1. We believe in keeping equity at the heart of our work. That starts from within, including intentional application of diversity, equity and inclusion practices that guide how we operate and work within the communities we serve. Ideal candidates have a personal commitment and connection with our mission, vision, and values as seen in our Annual Reports.

Position Title: Community Resource Navigator, 2-1-1
Status: Non-Exempt
Salary: $19.62/hr ($40,809.60 annualized)
Benefits: Our benefits package includes 100% employer-paid premiums on employee only health, dental, and vision plans; 3-6% employer contributions to 401(k); FSAs, employer-paid life/AD&D/LTD insurance; generous PTO, EIB, and holiday benefits; paid parental leave; paid sabbatical leave; EAP; tuition reimbursement program; professional and growth and development opportunities; discounted pet insurance; inclusive bereavement leave; free underground parking; and free electric vehicle charging station.
Location: Primarily based out of our Denver office at 711 Park Ave W, Denver, CO 80205. 3 days/week in office, 2 days/week remote
COVID-19 Vaccination: Providing your COVID vaccination card is optional.

In accordance with the Colorado Equal Pay for Equal Work Act, the expected hourly pay rate for this position is $19.62/hr ($40,809.60 annualized). In an effort to increase equity and to avoid unfair bias historically associated with salary negotiations, we do not participate in salary negotiations outside of this stated starting salary range.

This role might be right for you if...

• You are a friendly, people-person who is able to spend the majority of the day on the phone, connecting in-bound callers to community resources.
• You are highly efficient with online software and tools

How You'll Help

The Community Resource Navigator, 211 assists Mile High United Way in providing the most accessible and highest quality comprehensive customer service and screening services to our local community. This position works within an inbound/outbound contact center, accurately collecting client information and demographics, and assisting clients and identifying community resources within health and human services. In doing so, this position ensures timely and quality communication reflecting care and concern for each community member served.

Essential Responsibilities

• Provide exceptional customer service to clients, internal and external customers, and identify and recommend improvements for quicker and more efficient customer service delivery.
• Responsible for providing needed accurate information and resources to clients via phone, text, chat, email and/or face to face conversations.
• Is ready to meet client needs by having all tools and resources needed available and is ready and able to work as designated in the schedule for the day.
• Collect client information and demographics as defined by department standards to accurately assess eligibility of resources.
• Resolve escalated client concerns and crises on an as need basis.
• Identify possible solutions to client's complex case scenarios.
• Follow up with select clients on a weekly basis to capture outcomes and alternative options.
• Engage with agency partners to support the needs of clients and community members.
• Provide accurate information, assessments, referrals and advocacy to all clients.
• Support deadlines to complete assigned projects and new initiatives in a quality and timely manner.
• Required to assist in disaster/crisis response activities within and outside of normal business hours.
• Learn new policies, procedures and contracts on an as need basis.
• Must achieve AIRS Certified Information & Referral Specialist Certification within 6 months of eligibility.
• Must be able to telecommute as assigned.
• Act as an organization liaison at community fairs, meetings, and presentations within and outside of normal business hours if needed.
• Assists Resource team on discrepancies with agency information.

What You'll Need: Education, Experience, and Skills

• Associates degree preferred, High School Diploma or GED required.
• 1 year of relevant experience preferred working in a Contact Center or Human Services related field providing Customer Service.
• English/Spanish Bilingual required
• Demonstrated experience in establishing and maintaining effective working relationships with clients, staff and community leaders
• Demonstrated experience working a in a fast-paced environment and shifting gears quickly to accommodate change.
• Ability to deal calmly, patiently and effectively with tense situations.
• Ability to express empathy when working and communicating with diverse client populations
• Demonstrated experience handling client's requests and addressing potential obstacles by being resourceful
• Demonstrated experience working with Microsoft Office; Salesforce experience a plus

Ready to apply? If you are on Mile High United Way's website, you can apply by completing the information in the "Apply Now" box. If you're on a job board, you can apply through the job board or by visiting the Careers page of our website.

This posting is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Mile High United Way is an Equal Opportunity/Affirmative Action Employer. As an Equal Opportunity Employer, we do not discriminate on the basis of age, race, sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, genetic information, or any other status protected by federal, state or local law.

Mile High United Way does not charge applicants for any step in the hiring process, nor do we request any financial information until the time of hire.

We will endeavor to make reasonable accommodations for otherwise qualified applicants who have disabilities which hinder their ability to complete the application process. Please contact us at 303-433-8383 to request accommodation in the application process.

We use e-Verify to verify the identity and employment eligibility of all persons hired to work.