Bilingual Resource Navigator

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Chicago, IL, US

3 days ago Requisition

Salary Range: $21.50 To $21.50 Annually

Director, Navigation Center, 2-1-1

Chicago, IL, US

Chicago, IL

4

Hourly, Non-Exempt

$21.50 per hour

The Bilingual Resource Navigator should have excellent command over the required language(s) English/Spanish and have the ability to assist customers in a professional manner. The Bilingual Resource Navigator must prove their oral and written bilingual proficiency. 211 Metro Chicago will be responsible for costs associated with the certification testing of the staff member.

Similar to 9-1-1, 2-1-1 is a nationally recognized, easy to remember phone number that quickly and effectively connects people in need with resources. In the case of 2-1-1, the connections are to human services and community resources tailored to meet caller needs. The 2-1-1 service is widely available across the country and is being launched in Chicago and Cook County.

The 2-1-1 Resource Navigator is the heart of 2-1-1, trained and certified to interact with person(s) in need, provide the best referrals available, and follow-up to make sure assistance has been received. The Resource Navigator handles customer inquiries by phone, text, chat, or email from individuals seeking assistance with human services information or resources, while maintaining the confidentiality of the caller.

The Resource Navigator handles sensitive information and adheres to HIPAA compliance. The individual ensures that responses to inquiries are completed in a timely manner, according to established service, and the Alliance of Information and Referral Systems (AIRS) quality standards. This position focuses on showing empathy, patience, compassion, 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.

• Fluency in both (
  English/Spanish
  ) required
• Responds to inbound phone contact, texts, and chats
• Input data into the system of record, iCarol
• Meets all production, quality, and adherence standards, including AIRS and HIPAA
• Attends all required training classes and meetings
• Elevates issues to next level of supervision, as appropriate
• Maintains accurate records, including timekeeping records
• Completes contact follow-up via text and phone in a timely manner

• Fluent in both (
  English/Spanish
  ) written and verbal communication.
• Responds to text and chat for special projects
• Updates I&R database records
• Data clean-up when required
• Other duties as assigned or requested

• Required:
  
  High School Diploma or GED and at least two years of customer service experience such as retail, healthcare, and financial services
• Preferred:
  Bachelor’s degree in social work or health or human services related field plus two or more years of experience in health or human services, social work, or related non-profit organization

• Required:
• Bi-lingual Proficiency (English/Spanish)
• Ability to calmly handle high-volume calls and treat callers with dignity, respect, compassion, understanding, and empathy
• Minimum typing speed of 40 words per minute
• Comfort with technology to include typing while speaking on the phone, reviewing multiple screens, utilizing text and chat, and using Office products including Outlook email
• Demonstrated ability to accurately record summary of call and ask required screening questions
• Excellent verbal and written communication skills; ability to communicate clearly to individuals with varying levels of comprehension and language proficiency
• Excellent telephone etiquette, including exhibiting friendliness while controlling the conversation

• Required:
  
  Completion of AIRS Certification upon becoming eligible
• Preferred: AIRS Certification at the time of hire

• Sedentary:
  Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time but may involve walking or standing for brief periods of time.

• Occasional travel within the region via ground transportation

• Navigators should have open and…