211 - Community Resource Nav Specialist
Company: United Way of Greater Cleveland
Location: Cleveland
Posted on: February 16, 2026
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Job Description:
Job Description Job Description Full-Time/Remote $18.00 an hour
Flexible start time between 7:30 a.m. and 9:30 a.m., with a
7.5-hour workday, Monday through Friday. Purpose of Position: The
2-1-1 Navigation Specialist is responsible for assisting the
public, social service agencies, health providers and or other
agencies in identifying resources within health and human services.
Uses exceptional customer service techniques for responding to
multi-channel communication inquiries; phone calls, emails, text,
chat) to collect information, assess needs, and provide information
about resources available. Duties and Responsibilities: Essential
Job Functions/Key Accountabilities: 2-1-1 Navigation Information
and Referral Responds to inquiries using established policy and
procedures provides assistance and information for obtaining health
and human services. Uses exceptional customer service techniques
for handling multi-channel communication inquiries; phone calls,
emails, text, chat) to collect information, assess needs, and
provide information about resources available. Gains an
understanding of each inquirer's situation, including the origins
of the difficulty, circumstances, and barriers preventing
resolution of the problem Helps inquirers prioritize their needs
and builds an action plan, identifying resources that can meet
their needs. Empowers inquirers to understand and solve their
problems. Responds in a professional, nonjudgmental manner when
interacting with all populations, including but not limited to
people with disabilities, older adults, youth, veterans, people
with addictions, those with behavioral health needs and people of
all religions, sexual orientations and gender identities.
Recognizes the client’s right to accurate, comprehensive and
unbiased information about services available in the community.
Avoids introducing personal beliefs into the referral process.
Demonstrates respect for the values, traditions and/or lifestyles
of the inquirer. Tracks information about the inquirer, the
individual’s pertinent data, and information about resources
provided ensuring accuracy of information collected and maintaining
sensitivity to confidential information. Maintains database records
for use in developing reports and for providing follow-up services,
obtaining feedback regarding problems or issues they encountered
and for ensuring the individual’s needs are being met. Implements
customer service techniques for handling calls and de-escalating
situations. Responsible for escalating problems or situations of a
critical nature to a Lead Navigation Specialist or manager for
handling. Implements established processes for collecting and
documenting data and other pertinent information required to
compile reports and metrics. Maintains knowledge of health
programs, participates in team meetings, completes reading,
training and other assignments or requirements in order to remain
current in the Navigation Services field. Works as a team to
administer equitable, confidential, compliant and professional
customer service techniques. Provides support to team members
during periods of high volume to assure team productivity goals and
objectives are met. Support the 2-1-1 team at events and community
activities in promoting the work of the 2-1-1 Navigation Services.
Other Duties Other responsibilities as assigned. Please note this
job description is not designed to cover or contain a comprehensive
listing of activities, duties or responsibilities that are required
of the employee for this job. Duties, responsibilities and
activities may change at any time with or without notice. Time
Commitment: Full-time, 37.5 hours per week. Flexibility required to
support the needs of a 24-hour help center. Qualifications:
Required Education and Experience: Minimum High School diploma or
equivalent 1 years of project administration support or other
relevant experience Previous experience in Health and Human
Services field preferred. Specialized Knowledge, Skills & Abilities
(KSA) Interpersonal, relationship building skills Customer service
skills Analytical thinking skills Research and problem-solving
ability Excellent oral and written communications skills
Professional, customer service skills Proactive, flexible and team
player Attention to detail and accuracy Call center related skills
Call center project support Health and human services Work
Environment/Physical Demands (if any): The physical demands and
work environment characteristics described here are representative
of those that must be met by an employee to successfully perform
the essential job functions of the job. Reasonable accommodations
may be made to enable individuals with disabilities to perform the
essential job functions. Working conditions are normal for an
office environment which includes but not limited to the following:
Extended periods of sitting, talking on phone Extended periods
using computer technology. Some local travel Ability and means to
travel on a flexible schedule as needed, proof of liability and
property damage insurance on vehicle used is required. Occasionally
required to stand’ walk; sit; use hands to fingers; hand or feel
objects; tools or controls; reach with hands and arms; talk and
hear. Employees may need to occasionally lift up to 25 lbs. The
noise level in the work environment is usually minimal. UWGC is an
equal opportunity employer. We evaluate qualified applicants
without regard to race, color, religion, creed, disability, veteran
status, advanced education, marital status, age, sex (including
pregnancy), sexual orientation, gender identity, gender expression,
national origin or ancestry, genetic information, and other legally
protected characteristics, in accordance with applicable laws. The
EEO is the Law poster is available here .
Keywords: United Way of Greater Cleveland, Cleveland Heights , 211 - Community Resource Nav Specialist, Customer Service & Call Center , Cleveland, Ohio
