211 Community Navigation Specialist

Through active listening, problem-solving, and compassionate engagement, assist community members in identifying needs, navigating available resources, overcoming barriers to access, and connecting to appropriate services. Community Navigation Specialists serve as trusted guides who provide information, support, advocacy, crisis intervention, and coordinated access to community resources while demonstrating professionalism, respect, empathy, and cultural humility.

Responsibilities

Provide exceptional customer service as the first point of contact with United Way of Northeast Florida 211; Maintain 100% compliance with United Way 211 policies, procedures, confidentiality requirements, and program standards; Maintain an average score of 85% or greater across all established individual performance metrics; Establish clear and effective communication through active listening, empathy, cultural humility, and trauma-informed engagement techniques; Accurately assess community member needs and engage in collaborative problem-solving; Provide thorough, accurate, and appropriate navigation services, referrals, information, advocacy, and intervention; Conduct complete, accurate, and timely interviews while capturing required information in designated contact center software systems; Complete documentation in accordance with organizational standards and funding requirements; Assist with maintaining accurate resource database information; Utilize active listening, de-escalation, and crisis intervention techniques for individuals in crisis; Follow up on navigation cases, program participants, or other inquiries as assigned; Participate in cross-training and coordinated service delivery initiatives

Requirements

High School diploma or GED; Ability to pass and maintain a Level 2 background check; Must pass pre-employment drug screening; Demonstrated ability to engage individuals from diverse backgrounds with empathy, professionalism, cultural humility, and respect; Proficiency in oral and written communication skills; Demonstrated proficiency in the use of computers, telephony systems, software applications, resource databases, and other technology platforms; Comfortable assisting individuals experiencing crisis, distress, emotional challenges, or complex social service needs; Ability to work effectively under stress while maintaining productivity, professionalism, and composure; Ability to manage multiple priorities in a fast-paced environment; Demonstrated adaptability and willingness to embrace change; Ability to exercise sound judgment, critical thinking, and effective assessment techniques; Ability to work independently with minimal supervision; Ability to effectively prioritize work and coordinate responsibilities with supervisory staff; Flexibility to work scheduled shifts within a hybrid work environment; Must maintain reliable high-speed internet service; Required languages: English

Nice to have

Associate degree or higher in Human Services, Social Work, Psychology, Public Health, Behavioral Health, or a related field; Minimum of two years of experience in human services, information and referral, community navigation, crisis intervention, behavioral health, call center operations, customer service, social services, community outreach, or a related field