Job Title: 2-1-1 Family Resource Navigator
Hours: Monday-Friday 9:00am – 5:30pm
Hourly Wage: $21 per hour
 

Under the direction of the Call Center Supervisor, the 2-1-1 Family Resource Navigator is responsible for providing phone information, referrals, and resources to families who are pregnant or parenting young children between the ages of 0 to 5 as part of a partnership with the Pierce County Early Childhood Network (PCECN). This position supports families with care coordination for services to address a wide variety of resource needs and parenting support, including follow-up to ensure linkage to services.

JOB RESPONSIBILITIES
The 2-1-1 Family Resource Navigator will be responsible for answering phone, web, text, and e-mail inquiries to provide timely, relevant, and accurate information to families seeking assistance.

• Provide culturally responsive telephone support to families
• Collect family intake information and confirm interest in PCECN
• Document all activities with families in the 211 database for referral tracking. Best practice recommends completion of all documentation within 48 hours.
• Work collaboratively in a multi-agency, multi-disciplinary team in a manner which promotes mutual respect, open communication, and joint problem solving, and which values and builds upon the unique strengths of all team members.
• As part of the 2-1-1 team, complete full 2-1-1 Call Center orientation and training in assisting callers, using the 2-1-1 database, and Call Center procedures.
• Respond to 211 calls by assessing caller’s needs and provide appropriate information and referrals.
• Share expertise and helping high need callers with 2-1-1 team members to help them build their knowledge and skills.
• Provide resources and referrals as requested by the family, including age-appropriate developmental activities to do at home
• Identify and research if necessary appropriate referrals and services that may benefit a family
• Address work flow concerns to assure families receive timely services. Work with manager if they are not able to complete care coordination each week.
• Represent PCECN on local community coalitions, neighborhood groups and networks as appropriate.
• All staff are required to participate in disaster drills and exercises that are held during their shift.
• Weekends, holidays, evenings and graveyard shifts may be required during surge staffing/disaster events.
• When eligible, gain Inform USA Community Resource Specialist (CRS) designation.

REQUIRED QUALIFICATIONS
 

• Experience in Human Services, Social Services, or related field
• Pass security clearance (WA State Patrol Background Check)
• Pass the Department of Social and Human Services background check
• Computer skills to send e-mail, enter data, create reports and documents using Microsoft Office
• Commitment to equity

DESIRED QUALIFICATIONS

• Familiarity with children and family service delivery systems
• Exceptional communication, organizational, and interpersonal skills
• Knowledge of child development and community resources
• Ability to work with minimal supervision in a fast-paced, highly adaptive environment
• Ability to interact effectively with diverse groups
• Bilingual skills are highly valued but not required

Please submit a cover letter and resume to Penni Belcher at pennib@uwpc.org.

In your cover letter, please include your reasons for wanting to fill the 2-1-1 Family Resource Navigator position, and why you believe you would be effective in this role.

JOB SUMMARY:

Job Title: 211 Behavioral Health Resources Navigator
Reports to: 211 Call Center Director
Hours: Monday through Friday 9:00am-5:30pm
Pay Rate: $22-$25

South Sound 211 is a comprehensive information and referral service that helps people find community resources through one-on-one phone assistance and an online database of services and resources. Building on South Sound 211’s mission and expertise, the 211 Behavioral Health Resources Navigation Program has been developed by a community partnership to become Pierce County’s front door for behavioral health services. The program aims to make it as easy as possible for our community members to locate behavioral health treatment and support services for themselves and others.
 

JOB SUMMARY: The 211 Behavioral Health Resources Navigator will play an integral role in the
211 Behavioral Health Resources Navigation Program. In addition to assisting callers in connecting to behavioral health resources, the navigator will assist in behavioral health services in Pierce County - and service gaps. The navigator’s expertise will inform other 211 team members’ assistance to callers seeking behavioral health services, and the 211 services database.
 

ESSENTIAL FUNCTIONS:
 

• As part of the 211 team, complete full 211 Call Center orientation and training in assisting callers, using the 211 database, and Call Center procedures.
• Provide information, referral, and advocacy for 211 callers and accurately record caller information.
• Assist callers seeking behavioral health services, especially people in immediate distress and those with complex and challenging service needs.
• Share expertise on behavioral health services and how to assist high need callers with 211 team members, to help them build their knowledge and skills
• Assist the Data Manager to maintain up-to-date knowledge of behavioral health services.
• Complete follow-up calls with people who called seeking behavioral health services, to determine if they connected to services they were referred to and their satisfaction with the help they received.
• Assist with information for 211 Behavioral Health Resources Navigation Program grant reports and funding applications.
• Participate in 211 Call Center staff meetings and trainings.
• When eligible, gain Inform USA Community Resource Specialist (CRS) designation.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:
 

• Education: Associates Degree or related work experience
• Ability to effectively self-direct priorities and time management
• Ability to demonstrate professionalism and collaboration when working with community leaders, local organizations, and the 211 team.
• Ability to communicate and work effectively with individuals with diverse backgrounds, needs, and communication styles
• Ability to use office equipment and automated systems/software, including database experience
• Ability to read, understand and communicate in English

DESIRABLE QUALIFICATIONS:
 

• Experience with information and referral systems and processes, especially call centers and phone referrals
• Experience working with individuals who have mental health and/or substance use disorders, and/or their families
• Bachelor’s Degree in social services or human services

Please submit a cover letter, resume, and application to Penni Belcher at pennib@uwpc.org.

In your cover letter, please include your reasons for wanting to fill the Behavioral Health Resources Specialist position, and why you believe you would be effective in this role.