- Community Resource Navigator
- OMNI Human Resource Management in Kansas City, Missouri, United States
- jobs
- 1 month ago
jobs description
Overview
OVERVIEW
Mission:
To improve lives by mobilizing the caring power of Greater Kansas City
We’re more than fundraisers. We’re hand-raisers and game-changers. We go looking for the tough issues in our community, and with your help, we go solve them. United Way of Greater Kansas City unites donors, volunteers, businesses, nonprofits and community leaders to help change the lives of those in need. We are making Kansas City and the surrounding area better…100 years and counting.
We are a team of adaptive, driven, focused and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible – with a hybrid virtual and in-office environment. We believe that working hard and playing hard are essential to a job well-done. Come be a part of the pinnacle nonprofit in our community!
JOB IDENTIFICATION
Job Title: 211 Community Resource Navigator, Daytime Part-time:
Monday, Tuesday, Wednesday 8:30am – 2:30pm, and Friday 9:30am-3:30pm (18 hours)
Department or
Location:
Remote, Must Reside Within an Hour of Office Address
POSITION SUMMARY
United Way of Greater Kansas City is seeking Community Resource Navigators for the 211 information and referral (I&R) line. The Community Resource Navigators will be responsible for handling local and contract calls utilizing the Inform USA I&R standards in providing excellent customer service, caller problem assessment, information and referral, screening for program eligibility, advocacy, and appropriate follow-up.
Responsibilities
RESPONSIBILITIES
Position Duties & Responsibilities:
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Customer Service:
Provides phone-based inbound and outbound client problem assessment, information and/or referral(s) and follow-up appropriate to the client’s needs.
Utilizes recognized professional and agency standards in carrying out the goal of resolution of the client’s problems or requests.
Provides consistent and excellent customer service and follows the core principles of CARE:
Caring, Accurate and Resourceful, Every call. Meets established individual key performance indicators and benchmarks including, but not limited to, schedule adherence, call quality standards, and availability.
Required to have and maintain sufficient internet service (minimum of 50-100 Mbps) and related equipment to efficiently run the required programs. Other essential equipment will be provided.
Required to have a safe and private workspace conducive to maintaining client confidentiality.
Other duties such as special projects or seasonal protocols as assigned.
Relationships:
Provides advocacy for clients when a situation needs, or an individual is unable to follow through on the referral(s) independently. Advocacy can include outbound calls to agencies, research, or other reasonable steps to facilitate service delivery to the client.
Required to report to other designated location(s), including but not limited to the United Way of Greater Kansas City office for training, emergencies, and disaster.
Operational Excellence:
Maintains accurate documentation of each client interaction, including client demographic information, services requested, information provided, referral(s) made, follow-up data in Well Sky Community Services call records or other databases as contracts require.
Participates actively in new hire training of approximately 150 hours to be completed within 5-6 weeks (average of 25 hours per week).
Participates in ongoing regular training, staff meetings, as well as coaching to enhance and maintain skills.
Applies for the Inform USA certification after completing necessary employment and experience criteria.
SUCCESS FACTORS
Metrics of Success:
A compassionate curious communication style, especially with clients
Proactive problem solving, seeking to understand the root issue, not just the immediate problem
Works to build trusting relationships with others
Respect in all…