Community Resource Navigator - Temporary

Mile High United Way is excited to announce an opening for a Community Resource Navigator
- Temporary. We believe in keeping equity at the heart of our work. That starts from within, including intentional application of diversity, equity and inclusion practices that guide how we operate and work within the communities we serve. Ideal candidates have a personal commitment and connection with our mission, vision, and values as seen in Annual Reports.

Community Resource Navigator
- Temporary

Non-Exempt, Full-Time Temporary position scheduled to work 40 hours per week for 6 months

$19.84/hour

Our benefits package includes 3-6% employer contributions to 401(k); free underground parking; and free electric vehicle charging station.

Primarily based out of our Denver office at 711 Park Ave W, Denver, CO 80205. 3 days/week in office, 2 days/week remote

Providing your COVID vaccination card is optional.

In accordance with the Colorado Equal Pay for Equal Work Act, the expected hourly pay rate for this position is $19.84 ($41,267.20 annualized). In an effort to increase equity and to avoid unfair bias historically associated with salary negotiations, we do not participate in salary negotiations outside of this stated starting salary range.

The Community Resource Navigator, 211 assists Mile High United Way in providing the most accessible and highest quality comprehensive customer service and screening services to our local community. This position works within an inbound/outbound contact center, accurately collecting client information and demographics, and assisting clients and identifying community resources within health and human services. In doing so, this position ensures timely and quality communication reflecting care and concern for each community member served.

• Responsible for providing needed information and resources to clients via phone, text, chat, email and/or face to face conversations.
• Collect client information and demographics as defined by department standards to accurately assess eligibility of resources.
• Resolve escalated client concerns and crises on an as need basis. Identify possible solutions to client's complex case scenarios.
• Engage with agency partners to support the needs of clients and community members.
• Provide accurate information, assessments, referrals, and advocacy to all clients.
• Provide exceptional customer service to clients and identify and recommend improvements for quicker and more efficient customer service
• Follow up with select clients on a weekly basis to capture outcomes and alternative options. delivery.

• Support deadlines to complete assigned projects and new initiatives in a quality and timely manner.
• Required to assist in disaster/crisis response activities within and outside of normal business hours.
• Learn new policies, procedures, and contracts on an as need basis.
• Must prepare to complete Inform USA Certified Information & Referral Specialist Certification after 1 year within the role..
• Must be able to telecommute as assigned.
• Act as an organization liaison at community fairs, meetings, and presentations within and outside of normal business hours.
• Assists 211 Resource Database team on discrepancies with agency information.

• Associate's Degree preferred, High School Diploma or GED required
• 1 year of relevant experience preferred working in a Contact Center or Human Services related field providing Customer Service.
• English/Spanish bilingual highly preferred, required for certain Community Resource Navigator seats.

• Demonstrated experience in establishing and maintaining effective working relationships with clients, staff, and community leaders.
• Demonstrated experience completing assignments and projects on time.
• Demonstrated experience working in a fast-paced environment and shifting gears quickly to accommodate change.
• Ability to deal calmly, patiently, and effectively with tense situations.
• Ability to express empathy when working and communicating with diverse client populations.
• Demonstrated experience handling client's requests and addressing potential obstacles by being resourceful.

• Demonstrated experience working with Microsoft Office.

Office hours are 8am to 5pm, Monday through Friday. Shift hours may vary by day of the week. This position is required to assist…