2-1-1 Resource Navigator
2-1-1 is an easy to remember number that helps people cut through what can be a confusing and overwhelming maze of information and resources. 2-1-1 helps people assess their needs and refers them directly to programs and agencies that could change their circumstances for the better.
Our 2-1-1 launched in 2011 in partnership with the United Ways of Allegheny, Butler and Westmoreland County. Call volume that year was just over 25,000. By 2014, we expanded to include 11 counties in Southwestern Pennsylvania and addressed more than 72,000 calls for help. By 2017, our 2-1-1 increased its means of communicating with individuals to include texting (both inbound and outbound), and live chat. Geographically, we have expanded to include 5 counties in Southeastern Pennsylvania (including Philadelphia). Contact volume has reached nearly 90,000 calls, texts and live chats.
Our 2-1-1 Resource Navigators are the heart of 2-1-1 to help our neighbors in need. Our Resource Navigators are trained and certified to interact with a person in need, provide the best referrals available, and follow-up to make sure assistance has been received.
The 2-1-1 Resource Navigator handles customer inquiries by phone, text, chat or other medium from individuals seeking assistance with human services information or resources. The individual ensures that responses to inquiries are completed timely and according to established service and quality standards. This position focuses on showing empathy, patience, and professionalism while referring callers to the appropriate human service agencies that have the necessary resources to assist them with their basic needs of food, clothing, and shelter, etc. The ideal candidate will effectively and compassionately maintain the confidentiality of all caller information.
· This individual will be primarily responsible for timely and accurate phone, texts and chats.
· This position is located in Pittsburgh. However, once performance levels and standards have been met, the individual may be permitted to work remotely.
· Responds to inbound phone contact, texts and chats.
· Input data into the system of record, VisionLink
· Meets all production, quality and adherence standards.
· Attends all required training classes and meetings.
· Elevates issues to next level of supervision, as appropriate.
· Sends outbound texts as needed.
· Maintains accurate records, including timekeeping records.
· Completes contact follow-up via text and phone in a timely manner.
· Other duties as assigned.
· Responds to text and chats for special projects.
· Updates I&R database records as needed.
· Data clean-up when required.
· High School Diploma or GED.
· 2 or more years of experience in customer service.
· Minimum typing speed of 45 words per minute.
· Associate’s degree in social work or health or human services related field.
The selected candidates for these roles will work Mon-Fri 830-5 on the Southside of Pittsburgh