211 Family Resource Navigato

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.