Service Navigator

Description

ORGANIZATION SUMMARY

211 Utah, supported by United Ways of Utah, is the state's leading resource network connecting Utahns in need with local health and social services. United Way of Salt Lake, 211 Utah (Salt Lake City team), and Promise Partnership Utah are part of the Utah’s Promise organization. Together, we are committed to 100% of kids and families thriving.

Our workplace is fast-paced, friendly, adaptive, and grounded in our core values: relationships, continuous improvement, results, and equity. We offer competitive compensation including a comprehensive benefit package and generous paid time off. People with diverse backgrounds and abilities are encouraged to apply.

POSITION SUMMARY

This position is part of a dynamic service navigation team that supports Utahns in getting the help they need by providing service navigation. The Service Navigator position focuses on responding to 211 Utah clients by means of calls, email, website messages, in person, and other methods utilized by 211 Utah. Service Navigators employ a “whatever it takes” approach to assess client needs and assist the client in navigating the social care system to ensure needs are met. Service navigation is highly collaborative work and the model at 211 is centered on cross-functional and subject matter expert teams working closely together to respond to issues both over time and in the moment. On any given day, team members need to be available to meet with a community partner, respond to a client call, update client or partner information in a database, or complete a quality audit of calls or records. The collaboration works best when team members are physically present in the office and available to respond to the needs of their specialized team as well as the broader navigation team. As a member of the 211 team, the employee will work to operationalize our core values: results, relationships, equity, and continuous improvement. This position will work primarily in the office within regular business hours 9 am to 5pm, Monday through Thursday, and, in alignment with the Utah’s Promise hybrid Friday workplan, work remotely for a four-hour assigned shift on Fridays between 9am and 5pm. Working hours and shifts are subject to change and increase as needed due to business needs.

PRIMARY TASK

Connect Utahns to resources to support their basic needs.

ESSENTIAL FUNCTIONS

Navigators direct clients to essential resources, make referrals, and follow up to support clients in removing barriers to access resources as we strive to meet the basic needs of each client who is seeking assistance. This position is responsible for gathering client information and accurately entering information into a client database. In addition to assisting clients, this position assists in building strong partnerships with service providers and community leaders to bring visibility and awareness to 211 Utah and help Utahns better navigate services to meet their needs. To support that work, this position assists with gathering provider information and accurately entering information into a resource database as well as accurately recording engagement activities in the database. The position also assists by attending outreach events as scheduled. The position also assists in accurately recording engagement activities in a database, including participation at outreach events.

Client Engagement

1. Through telephony, text, chat, and other formats, help clients navigate social services and assist clients in accessing essential resources with a "whatever it takes" approach, ensuring meaningful connections through persistent navigation of complex systems.
2. Apply creative problem solving and use adaptable and innovative strategies to overcome barriers when clients face crises or standard referrals are not enough.
3. Ensure resolution by consistently following-up with clients to confirm services were accessed and needs were met, prioritizing outcomes and client well-being.
4. Support high-risk and crisis situations using crisis intervention and de-escalation skills to assist clients in critical scenarios with empathy and care.
5. Advocate for access and equity by championing clients facing systemic or eligibility barriers to promote fair and equitable access to services.
6. Use multiple navigation strategies, including warm handoffs, direct provider coordination, and community-based approaches to support diverse client needs.
7. Maintain data accuracy, quality, and confidentiality and ensure high-quality service through accurate documentation, effective communication, and strong decision-making. Ensure client data confidentiality.

Partner Engagement

1. Manage a portfolio of service providers and community relationships with a focus on strategic partnerships.
2. Provide partner agencies with 211 referral and outcome data, providing detailed reports that are customized based on partner needs.
3. Engage with partner agencies via emails, calls, and virtual or in-person meetings on at least a quarterly basis, to establish rapport and allow for an enhanced service navigation process.
4. Maintain accurate service provider contact information and service details in a database for use by the service navigation team.
5. Engage with 211 statewide offices to ensure collaboration and quality standards that are both agreed upon and universally followed.

Community Engagement

1. Coordinate and attend community events and presentations as a representative of 211, engaging with the public and building awareness of the organization
2. Use information from these events to enhance the resource database, service navigation, and/or partner relationships as appropriate.
3. Attend community meetings, conferences, and committees for community-based organizations, contributing insights and data as relevant.

Emergency Response Support

1. Stay trained and informed on Emergency Protocols by regularly participating in fire, disaster, and emergency preparedness trainings and drills.
2. Support Emergency and Disaster Response through responsive assistance during emergencies by adapting to increased call volumes and urgent client needs.
3. Collaborate with Emergency Management Teams to maintain communication with the Disaster Services Coordinator and attend staff briefings to align with disaster response protocols.
4. Fulfill Contractual Disaster Obligations by supporting Utah 211’s role as a designated call center during declared emergencies, ensuring operational readiness and continuity of services.

Other Duties as Assigned

1. Each 211 Utah team member is required to support other duties as assigned.
2. Bilingual (Spanish) speaking staff members may be assigned translation tasks in support of service navigation.

Requirements

REQUIRED COMPETENCIES

• Ability to develop and maintain meaningful partnerships with a large portfolio of community partners and organizations.
• Ability to maintain confidential information.
• Strong communication skills and the ability to give and receive feedback.
• Ability to build trust quickly during in person and remote communication and relay difficult information.
• Ability to work independently and in collaborative teams in both in person and remote environments.
• Ability to multitask and work with different programs on a daily basis.
• Ability to provide empathy to clients in crisis or high-risk situations, community health worker experience is a plus.
• Comfort and proficiency in engaging with community members and partners at outreach events and presentations.
• Experience working in a fast-paced, high stress environment.
• Adaptable with changes in processes and day-to-day work.
• Action-oriented individuals that enjoy taking on new opportunities to gain resource knowledge, connect with the community, and bring awareness of 211 services.

MINIMUM QUALIFICATIONS

• Graduation from high school or demonstration of a high school equivalent certification.
• A minimum of two years’ experience serving clients and customers in obtaining services with a preference for experience in a social or health services setting OR a minimum of two years post-secondary education in social work, human services, community engagement, or related field.
• Proficiency with word processing, spreadsheets, and electronic calendaring programs.
• Ability to use telephone, text messaging, and other communication platforms.

DESIRED QUALIFICATIONS

• Experience working with and recording information in a client or customer database, preferably Salesforce.
• Bachelor’s degree in social work, health services, community engagement, community health, or a related field.
• Understanding of housing and homelessness, food security, and the health care system.
• Spanish language proficiency.

PHYSICAL REQUIREMENTS

The team member is regularly required to communicate clearly, and exchange accurate information interpersonally or through communication devices. Must be able to learn new systems and procedures, prepare and analyze data and figures, constantly operate a computer and other standard office machinery. The position may require occasional movement throughout the office to access files, papers, or supplies weighing up to 25lbs. The position occasionally requires attendance at community-based events to represent Utah 211. Must be able to remain in a stationary position 85% of the time.

BENEFITS

The position is a full-time, nonexempt position with full benefits. $37,440 - $44,720. Salary commensurate with experience. UWSL/UP provides a wide range of benefits, including:

• Competitive medical, dental, vision insurance • 6% retirement match • Life, accidental death, and long & short-term disability insurance • FSA • HSA contribution • Free on-site gym & bike storage • Paid parking or public transportation subsidy • Two weeks paid office closure (December & July) • Generous PTO & Health time • Paid parental leave • Onsite coffee shop & café • Paid time to volunteer