211 Multi-Program Contact Center Navigator

This role consists of 4\-hour shifts, including daytime and evening shifts from 8:00 a.m. to 12:00 p.m. and evening shifts. Weekend and holiday availability is required. Schedule and weekly hours will vary. **Part\-Time/Remote $18\.00 an hour** **Purpose of Position:** The 211 Multi\-Program Contact Center Navigator provides centralized contact center support across multiple funded programs. This work is grounded in Information and Referral (I\&R) practice, the core discipline underlying all assigned programs. Uses exceptional customer service techniques for responding to multi\-channel communication inquiries; phone calls, emails, text, chat) to collect information, screen for program eligibility, and connect callers with the correct resource for their assigned program. Because this role supports multiple programs, the Navigator is expected to learn and work across the specific data system and process each program requires, moving between systems based on the needs of each caller. **Training:** Training for this role is paid and takes place Monday through Thursday, combining group work, shadowing, and self\-paced independent work. Group sessions will run 5:00 p.m.–10:00 p.m., one to two days per week, with the remaining training days spent on independent assignments. Total weekly training hours will be capped at 19\.75\. Staff will be expected to complete independent assignments on schedule and stay current with all training requirements throughout. **Duties and Responsibilities:** * **Essential Job Functions/Key Accountabilities:** * 211 Multi\-Program Contact Center Navigation * Responds to inquiries using established policies and procedures for the assigned program. * Learns and navigates the specific data or case management system required by each program, moving between systems based on the needs of the caller. * Uses exceptional customer service techniques for handling multi\-channel communication inquiries; phone calls, emails, text, chat) to collect information, assess needs, and determine eligibility for the assigned program. * Gains an understanding of each caller's situation, including the circumstances and barriers driving the need for the assigned program's services * Screens callers against the assigned program's eligibility criteria and documents findings accurately. * Submits tickets or service requests as required by the assigned program to route callers to the appropriate resource or follow\-up support. * 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 fo