Position Title: Temporary Community Resource Navigator, 2-1-1 (English/Spanish Bilingual Required)
Status: Hourly position, regularly scheduled to work 40 hours week, Monday-Friday, 8am to 5pm.
Term: Temporary position slated to last through June 30, 2023.
Salary: $19.24/hour.
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; EAP; tuition reimbursement program; professional and growth and development opportunities; inclusive bereavement leave; and free underground parking for eligible employees
Location: Remote work within Colorado, technology equipment provided when onboarded in our Denver office. MUST BE LOCATED WITHIN THE STATE OF COLORADO.
COVID-19 Vaccination: In order to protect the health and safety of our staff and the communities we serve, Mile High United Way requires employees, including some designated remote workers, to provide proof of their COVID-19 vaccination, or submit to weekly testing, or receive a medical or religious exemption.

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
• You have strong technology skills, and the ability to work remotely in an environment with reliable high-speed internet that's free from background noises and distractions.

How You'll Help
2-1-1 is a free, nationwide, and confidential service that connects individuals with community resources and information. Mile High United Way's 2-1-1 Help Center serves nearly 70% of Colorado's population. Every year we help tens of thousands of people in Colorado navigate a complex web of resources ranging from child care to tax preparation assistance to basic needs like food, shelter, and rental assistance. The Community Resource Navigator, 2-1-1 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 clients' 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

What You'll Need

• 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

Working Environment: Office hours are 8 am to 5 pm, Monday through Friday. Shift hours may vary by day of the week. This position is required to assist in crisis response activities, which may include working on weeknights and/or weekends per assigned shifts. Remote home-office environment.

Physical Activities: Operates a computer for extended periods of time.

Note: This position has 6 openings.

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.

Due to the high volume of people who apply, we are not able to respond to specific inquiries regarding your application status.

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.

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.