United Way of Lancaster County is looking for a 211/SACA Bi-Lingual Resource Navigator to join our PA 211 East team. United Way for nearly 100 years has brought together the financial resources of donors, the passion of community volunteers, the expertise of community partners, and the dedication of the United Way staff to create change in our community. If you are a passionate and dedicated individual with a desire to make a difference, we’d like to talk to you.
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.
Responsibilities
- 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 211 database for resources and appropriately refer callers.
- Demonstrate proficiency in using call center software, computer hardware and telephone equipment
- Provide application assistance for financial assistance and supplemental programs, i.e. SNAP, LIHEAP
- Proficient in use of Text and Chat
Qualifications
- Value diversity, equity and inclusion
- Ability to communicate fluently – Bi-lingual Spanish/English
- Excellent communication and listening skills, empathetic and calm demeanor
- Ability to actively assess client needs and show sensitivity to issue 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
Employment
This is a full-time hourly, non-exempt position. The pay rate for this position is $20/hour, and we offer competitive benefits.
TRAVEL
This position will travel between several locations in Lancaster. Reliable transportation is required.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Employee is primarily seated while performing duties.
- Employee must speak and hear; hands are regularly used to write, type, key and handle or
feel small controls. - Extensive use of the computer and phones in call center environment.
The statements herein are intended to describe the general nature and level of work being performed by the employee assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of incumbents.
All United Way of Lancaster County employees are employed at will.
United way of Lancaster County is an Equal Opportunity Employer committed to diversity in the workplace.
All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability, or other protected status.
How to Apply
Please send your resume to btice@uwlanc.org. No phone calls please.
