United Way Jobs
211 Community Navigator

211 Community Navigator

locationAlbuquerque, NM, USA
PublishedPublished: Published 1 week ago
Community Services
Full time
$24 - $27 per hour
Job Title: 211 Community NavigatorDepartment:  Community Impact Reports to: 211 Manager Classification:  Level IILocation:  AlbuquerqueExempt:  Full-time, hourly, non-exempt

Headquartered in Albuquerque, United Way of North Central New Mexico (UWNCNM) serves the people of nine counties:  Bernalillo, Catron, Cibola, McKinley, Sandoval, Santa Fe, Soccer, Torrance and Valencia.  Our mission is connecting people to opportunities and services to equitably improve lives and strengthen communities.  

UWNCNM brings together donors, businesses, nonprofits, government and others to create better solutions to our community’s challenges. Our programs and donor dollars ensure that individuals and families in north central New Mexico have the opportunity to achieve potential through education, that they are healthy and safe, are financially stable and live life with dignity.   

In addition, UWNCNM has a strong commitment to Diversity, Equity and Inclusion and upholds the following values:    

  • We value the visible and invisible qualities that make you who you are.    
  • We welcome that every person brings a unique perspective and experience to advance our mission and progress our fight for the health, education and financial stability of every person in every community.    
  • We believe that each United Way community member, donor, volunteer, advocate and 

employee must have equal access to solving community problems.    

  • We include diversity, equity and inclusion practices at the center of our daily work.    

We commit to using these practices for our business and our communities. 


The 211 information and referral line of UWNCNM provides callers throughout Central NM and the Santa Fe area with information on a broad range of community, social, health and government resources. Under the direction of the 211 Manager, the 211 Community Navigator will support the work of United Way and our partners. The 211 Community Navigator will build capacity and structure to support the community by utilizing multiple information and referral software as well as a cloud-based phone software to help connect callers to services in the North Central and Santa Fe areas.

The 211 Community Navigator will be trained to utilize both the iCarol and CX One platforms for data collection and provide navigation services to make referrals. Project assignments and participation level will progress based on evolving needs in the community and progression towards achieving the United Way of North Central New Mexico’s current and developing goals.


  • Navigate multiple information and referral software as well as a cloud-based phone system to provide callers from throughout Central New Mexico and Santa Fe Counties with information and referral services to health and human services, government agencies and community-based organizations.
  • Maintain accurate information and referral call records.
  • Manage resource database, including maintaining and updating community resources in iCarol (and other online databases if needed) using a standard service classification system (AIRS taxonomy) to facilitate the indexing and retrieval of community resource information.
  • Take on and lead one-time projects as assigned.
  • Meet regularly with the 211 Manager for support and guidance.
  • Monitor and report on call metrics such as wait time, call completion, and average call time to ensure adequate call coverage.
  • Monitor and report on call and website volume and referral data to determine current service use levels.
  • Support statewide United Way 211 programs with training on common I&R practices, iCarol, and other community support methods.
  • Contributes to the organizational shared goal of raising funds to support the mission and initiatives.
  • Must attend monthly All Staff meetings in Albuquerque, New Mexico and other required trainings and meetings or as assigned unless other arrangements are made with your supervisor depending on the needs of 211 coverage.
  • Proficient in internet navigation and online research using modern web browsers to gather, verify, and utilize information effectively for job-related tasks.
  • Performs and completes other duties and special projects as assigned and needed.


  • Flexibility, independence, critical thinking, problem solving, and decision-making skills. 
  • Ability to work in a team environment, with minimal supervision, to produce high 
    quality work and provide quality service.  
  • Demonstrate strong, effective communication skills – written and oral – including the ability to take high-quality notes in meetings. 
  • Strong interest and learning and maintaining knowledge of resources in North Central New Mexico and Santa Fe areas. 
  • Demonstrate social service abilities including maintaining boundaries, de-escalation, maintaining confidentiality, and sensitivity to working in a multicultural context.
  • Strong ability to build and maintain collaborative and productive working relationships with United Way of North Central New Mexico partners and key stakeholders. 
  • Spanish language skills, including strong Spanish conversational, and or written Spanish Language skills a plus.
  • Demonstrate the ability to develop clear project plans and timelines, communicate with community partners/stakeholders, and monitor progress to meet agreed upon deadlines. 
  • Effective project/time management skills. 
  • Technology proficient, especially in designing and producing work products and plans. 
  • Self-starter, flexible to respond to emerging needs, motivated and happy to work with minimal supervision. 
  • Ability to work effectively with a diverse group of individuals. 
  • This position is currently remote and on a hybrid schedule.


  • High School Diploma or equivalent
  • Spanish language skills
  • Microsoft Office efficiency
  • Data Entry
  • Internet navigation 
  • Strong customer service skills
  • Apply excellent listening skills 
  • Should be respectful, sensitive, and empathetic to the feelings and problems of all people. 
  • Perform independently with minimal supervision


  • Bilingual: Spanish & English
  • Bachelor’s degree and at least one-year experience working in a social services and/or project coordinator role
  • Experience working in community outreach and/or engagement capacity


  • PC and standard office equipment including but not limited to telephone, computer, copy machine, printer, scanner, fax machine and related equipment
  • Microsoft Office Suite, Outlook, Videoconferencing platforms (Zoom, Microsoft Teams, etc.), Internet and web browsers for research and information gathering

Physical Requirements/Working Conditions/Dexterity:

UWNCNM is a hybrid workplace, with a schedule combining work-from-home on Mondays, Wednesdays and Fridays, with in-person office attendance within UWNCNM’s office building required on Tuesdays and Thursdays. Due to business needs, you may occasionally be required to work in-office on days other than Tuesdays and Thursdays, Additionally, the hybrid work schedule is subject to change to 100% in office work at any time. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Position is primarily in a standard office environment and requires long periods of sitting at a desk and computer to accomplish duties and to stand for limited periods of time. 
  • 211 staff are required to wear a headset.
  • Must be able to work occasional early mornings, evenings and weekends including but not limited to attending a variety of meetings and events. 
  • Must have the flexibility to adapt schedule to meet evolving business needs as necessary.
  • Regular attendance is required in this position. 
  • Must be able to operate a personal computer at an acceptable rate of speed and to view computer monitors. 
  • Must have access to reliable internet when working from home.
  • Must possess a valid New Mexico driver’s license and have access to a dependable motor vehicle with insurance to use to attend offsite events, meetings, and other work activities.
  • Must be able to commute to the UWNCNM office building on designated in-office days.
  • Must be a New Mexico resident.
  • Must be able to lift and/or move up to 20 pounds unassisted and occasionally lift and/or move up to 40 pounds with assistance.
  • Must be able to perform the essential functions of the job with reasonable accommodation.

STARTING SALARY:  $24.00 to $27.00 per hour DOE (Bilingual: Spanish & English preferred), 32 hours per week Full Time Employee (FTE) 

BENEFITS: Full-time employees (FTE) are eligible for health, dental, vision, life and long-term disability insurance, 403b retirement plan, flexible spending account, EAP, and voluntary insurance programs. We offer a tuition reimbursement plan, volunteer time off, and generous leave time. Part-time employees may be eligible for some of these benefits.

UWNCNM supports the Americans with Disabilities Act (ADA). Please tell us if you need accommodation to perform the job's essential functions. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

United Way of North Central New Mexico is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We welcome applicants with disabilities and applicants from underrepresented racial and ethnic groups.   

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This job description is meant only to be a guideline and may be modified at any time. UWNCNM is an At-will Employer. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Interested applicants, or if you have additional questions, must submit a resume and cover letter to applicant@uwncnm.org by June 17, 2024.

Required degree level

  • High school

Salary range

  • $24 - $27 per hour

Skills and Competencies

  • Effective and Engaging Communication

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