Community Navigator Specialist, Child Care

Mile High United Way is excited to announce an opening for a Community Resource Navigator. 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 our Annual Reports.

Position Title: Community Navigator Specialist, Child Care
Status: Hourly position, regularly scheduled to work 40 hours week, Monday-Friday, 8am to 5pm.
Salary: $20.24/hr ($42,099.20 annualized)
Benefits: Our benefits package includes 100% employer-paid premiums on employee only health, dental, and vision plans; 3-6% employer contributions to 401(k); FSAs, employer-paid life/AD&D/LTD insurance; generous PTO, EIB, and holiday benefits; EAP; tuition reimbursement program; professional and growth and development opportunities; inclusive bereavement leave; and free underground parking for eligible employees
Location: Minimum 3 days/week in Denver office, 2 days/week remote.
COVID-19 Vaccination: Providing your COVID vaccination card is optional.

This role might be right for you if...

• You are comfortable spending the majority of your day on the phone helping callers navigate resources that might be available to them, and providing follow up calls and information
• You have experience or education in Child Care
• You are bilingual in English and Spanish
• You can navigate an electronic database to build reports

How You'll Help

The Community Navigator Specialist 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, the Community Navigator Specialist acts in a support capacity for the 2-1-1 Contact Center team by ensuring effective, timely and quality communication reflecting care and concern for each community member they serve.

Essential Responsibilities

• Customer Service

  • Responsible for providing clients needed information and resources via phone, text, chat, email, and 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 delivery.
  • Follow up with select clients on a weekly basis to capture outcomes and alternative options.
  
  

  Specialist Functions

  • Flexible to support new contracts, partnerships or campaigns which may include developing/implementing training, program assessment and client follow up.
  • Assist in developing and running necessary reports as required by contract, partnership or campaign & sharing this data with Leadership on a regular basis.
  • Act as lead during Contact Center Staff Meetings organizing and implementing agenda items in partnership with Contact Center leadership team.
  • Supply other Navigators with new resources found that can support clients.
  • Act as an organization liaison at community fairs, meetings, and presentations within and outside of normal business hours.
  • Present information about the program along with data, to internal departments and external partners
  • Conduct outbound follow up and outreach with clients for any additional support/services as needed.
  • Collaborate with Evaluation team and Leadership for data analysis to ensure contract obligations are being met.
  • Assist Contact Center Supervisor with special projects as assigned.
  • Ability to work independently to meet the needs of the 2-1-1 center, campaigns, and partnerships.
  
  

  Additional Responsibilities:

  • Work within 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.
  • Encouraged to pursue Airs Certification when eligible.
  • Must be able to telecommute as assigned.
  • Assist Resource team on discrepancies with agency information.

What You'll Need

• Bachelor's Degree preferred, High School Diploma or GED required.

• Bilingual (English/Spanish) bilingual required (use of a bilingual skill on a continuing basis averaging ninety percent 90% of the time in a "designated" bilingual position.)
• 2 years of relevant experience preferred working in a Contact Center or Human Services related field providing Customer Service.
• Demonstrated experience in establishing and maintaining effective working relationships with clients, staff, and community leaders.
• Demonstrated experience completing assignments and projects on time.
• Ability to work in a fast-paced environment and 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.

Ready to apply? If you are on Mile High United Way's website, you can apply by completing the information in the "Apply Now" box. If you're on a job board, you can apply through the job board or by visiting the Careers page of our website.

Due to the high volume of people who apply, we are not able to respond to specific inquiries regarding your application status.

This posting is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

To learn more about Mile High United Way, please click on the following link to our Diversity, Equity, and Inclusion page and our most recent annual report.

https://unitedwaydenver.org/about/diversity-equity-and-inclusion/.

https://unitedwaydenver.org/about/annual-reports/.

Mile High United Way is an Equal Opportunity/Affirmative Action Employer. As an Equal Opportunity Employer, we do not discriminate on the basis of age, race, sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, genetic information, or any other status protected by federal, state or local law.

We will endeavor to make reasonable accommodations for otherwise qualified applicants who have disabilities which hinder their ability to complete the application process. Please contact us at 303-433-8383 to request accommodation in the application process.

We use e-Verify to verify the identity and employment eligibility of all persons hired to work.