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 211 Family Resource Navigator position, and why you believe you would be effective in this role.