SACA/211 RESOURCE NAVIGATOR, BILINGUAL
About 211
Pennsylvania 211 East is a free, confidential, non-emergency, comprehensive information and referral service that connects Berks, Carbon, Lancaster, Lebanon, Lehigh, Northampton, and Schuylkill county residents with the health and human services they need.
About the Position
Provide hands-on, community-based services to remove barriers to seeking assistance. This position is responsible for answering incoming calls, walk-ins, chat and text platforms, in addition to collecting client information and demographics. An emphasis on quality customer service skills and accurate data recording is essential.
Accountability: Director, PA 2-1-1 East
PRIMARY JOB RESPONSIBILITIES/DUTIES INCLUDE:
- Provide short-term case management services to identify needs and help to stabilize families.
- Respond to client concerns via inbound phone calls and/or walk-ins, with an appropriate tone of voice, paying close attention to voice inflection and volume.
- Maintain a non-judgmental attitude when speaking with callers, displaying sensitivity to all cultural backgrounds.
- Assessing caller needs and facilitating appropriate referrals for families and individuals seeking health and human service information.
- Accessing the 2-1-1 database for resources and appropriately refer callers.
- Demonstrate proficiency in using call center software, computer hardware and telephone equipment.
- Assist with general 211 calls as assigned.
- Provide application assistance for financial assistance and supplemental programs, i.e. SNAP, LIHEAP.
- Proficient in use of Text and Chat.
SKILLS REQUIRED:
- Value diversity, equity and inclusion.
- Ability to communicate fluently - Bilingual Spanish/English.
- Excellent communication and listening skills, empathetic and calm demeanor.
- Ability to actively assess client needs and show sensitivity to issues presented by callers.
- Ability to communicate orally and in writing.
- Ability to work well within a team environment and independently.
- Ability to work in a fast-paced environment while maintaining attention to detail.
- Demonstrated knowledge of Microsoft Office basics (Excel, Word, Outlook).
- Ability to effectively use technology including multiple software applications, text, chat and headset.
- Demonstrated knowledge of social services is desirable.
How to apply
Please submit a resume to btice@uwlanc.org
