Bilingual 2-1-1 Navigation Specialist

United Way for Greater Austin Austin, TX

About the Job

United Way for Greater Austin (UWATX)

 Bilingual 2-1-1 Navigation Specialist

Navigation Center

Regular, Full-time, Non-Exempt


Who we are:

United Way for Greater Austin (UWATX) brings people, ideas and resources together to fight poverty in our community. As an investor in impact, we believe the key to transformative change is in working together. The how of our work is in our name: We bring the community together in a united way to serve as a convener of and backbone for powerful collaborations that create pathways out of poverty. Together, we can create a thriving community for all.


Who we want:

The 2-1-1 Navigation Specialist will assist the United Way for Greater Austin in providing the most accessible and highest quality comprehensive customer service and information and referral services to our local community. This individual is results oriented and maintains high moral and ethical standards. This individual must be self motivated, self confident and meet deadlines in a fast-paced and high change environment. The ability to work well in a team environment and with diverse populations is a must. In this role, you will serve as a primary Information and Referral specialist for callers living in our ten county regions. As such, you will ensure effective, timely and quality communication reflecting care and concern for each individual you speak with. You will be responsible for providing needed information and resources to our community members while maintaining performance and quality standards. Additionally, you will be responsible for collecting demographic data for all callers and providing accurate data entry and logging of resources.  



Who you are:  


  • Mission focused and results driven. Youre committed to improving access to services for vulnerable populations and promoting the awareness of basic needs resources for all. Youve focused on creating a work environment conducive to productivity and you get things done.  

  • A provider of exceptional customer service. Youre committed to ensuring all callers are heard and receive the highest quality customer service. You treat each caller like they are your only caller and express sincere care and concern for there well being.  You understand barriers that our callers might be facing and are able to advocate for vulnerable populations. Empathy comes naturally to you. You are an active listener and provide information and resources based on caller need and your high level of knowledge and expertise outlined in United Way policy and procedures.

  • An excellent communicator. You have an ability to listen actively and communicate professionally with a wide range of individuals including community partners, Navigation Center Program staff, and frontline staff.

  • A quick learner and strong problem-solver. You have an ability to learn new procedures and thrive on identifying solutions to complex call scenarios. You get energized by identifying and recommending improvements for customer service delivery.

  • Technologically savvy. Youre proficient in the use of computer software including Microsoft Office and competence in using the internet.


What youll bring:

  • At least 1 year of social services experience preferred.

  • An ability to work in a fast-paced work environment and shift gears quickly to accommodate change and talk with consumers by phone as well as searching for information and referrals using a call management system database to provide to consumers.

  • Experience answering incoming calls and assessing client needs in a call center environment taking 40-60 calls/day and being accountable for monthly metrics.

  • An ability to prioritize work to meet daily and monthly program goals.

  • An ability to work with diverse populations and needs in our service area.

  • Excellent interpersonal and communication skills with vulnerable populations and various types of crisis and emergency help calls preferred.

  • Experience with MS Office, Outlook, and various web browsers.

  • Professional appearance and manner.

  • Bachelors degree or equivalent experience preferred.

  • Bilingual in Spanish required.

  • Experience in Information and Referral and CIRS certification a plus.


Notice: The job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Management has the right to assign or reassign duties and responsibilities at any time. UWATX is an at-will employer.

This position is located in Austin, Texas and reports directly to the Navigation Center Manager.