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SACA/211 RESOURCE NAVIGATOR, BILINGUAL 


About 211 

Pennsylvania 211 East is a free, confidential, non-emergency, comprehensive information and 
referral service that connects Berks, Carbon, Lancaster, Lebanon, Lehigh, Northampton, and 
Schuylkill county residents with the health and human services they need. 

About the Position 

Provide hands-on, community-based services to remove barriers to seeking assistance. 
This position is responsible for answering incoming calls, walk-ins, chat and text platforms, in 
addition to collecting client information and demographics. An emphasis on quality customer 
service skills and accurate data recording is essential. 

Accountability: Director, PA 2-1-1 East 

PRIMARY JOB RESPONSIBILITIES/DUTIES INCLUDE: 

 • Provide short -term case management services to identify needs and help to stabilize 
families. 

 • Respond to client concerns via inbound phone calls and/or walk-ins, with an 
appropriate tone of voice, paying close attention to voice inflection and volume. 

 • Maintain a non-judgmental attitude when speaking with callers, displaying sensitivity to all 
cultural backgrounds. 

 • Assessing caller needs and facilitating appropriate referrals for families and individuals 
seeking health and human service information. 

 • Accessing the 2-1-1 database for resources and appropriately refer callers. 

 • Demonstrate proficiency in using call center software, computer hardware and telephone 
equipment. 

 • Assist with general 211 calls as assigned. 


 • Provide application assistance for financial assistance and supplemental programs, 
i.e. SNAP, LIHEAP 

 • Proficient in use of Text and Chat 

SKILLS REQUIRED: 

 • Value diversity, equity and inclusion 

 • Ability to communicate fluently -Bilingual Spanish/English 

 • Excellent communication and listening skills, empathetic and calm demeanor 

 • Ability to actively assess client needs and show sensitivity to issue presented by callers 

 • Ability to communicate orally and in writing 

 • Ability to work well within a team environment and independently 

 • Ability to work in a fast-paced environment while maintaining attention to detail 

 • Demonstrated knowledge of Microsoft Office basics (Excel, Word, Outlook) 

 • Ability to effectively use technology including multiple software applications, text, chat and 
headset. 

 • Demonstrated knowledge of social services is desirable. 

TRAVEL: 

This position will travel between several locations in Lancaster. Reliable transportation is required. 

PHYSICAL REQUIREMENTS: 

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. Reasonable 
accommodations may be made to enable individuals with disabilities to perform the essential 
functions of the job. 

 • Employee is primarily seated while performing duties. 

 • Employee must speak and hear; hands are regularly used to write, type, key and 
handle or feel small controls. 

 • Extensive use of the computer and phones in call center environment. 

The statements herein are intended to describe the general nature and level of work being 
performed by the employee assigned to this classification. They are not intended to be 
construed as an exhaustive list of all responsibilities, duties and skills required of incumbents. 

How to apply 

Please submit a resume to <a href="mailto:btice@uwlanc.org" target="_blank">btice@uwlanc.org</a> 


<a href="mailto:btice@uwlanc.org" target="_blank">mailto:btice@uwlanc.org</a>

United Way of Lancaster County

PA 211 SACA Resource Navigator

1 | P a g eUnited Way of Lancaster is looking for a Coordinated Entry Intake Specialist to join our PA 211 East team. United Way for nearly 100 years has brought together the financial resources of donors, the passion of community volunteers, the expertise of community partners, and the dedication of the United Way staff to create change in our community. If you are a passionate and dedicated individual with a desire to make a difference, we’d like to talk to you.This position works with the 211 Team to provide information, referral, and prescreening for County specific programs, while acting in accordance with our values, vision, and mission.Responsibilities: • Answering inbound phone calls in a professional manner.&nbsp; • Assessing caller needs and facilitating appropriate referrals for families andindividuals seeking information regarding homelessness including evaluation eligibility using criteria for specialized housing contracts. • Assessing the 211 database and Continuum of Care database for resources and appropriately refer calls. • Demonstrate proficiency in using call center software, computer hardware and telephone equipment. • Maintain accurate data files to include reporting data needed to complete the program’s monthly quality assurance and outcomes reports.Qualifications: • Bachelor’s degree in social work or equivalent work experience in health and human services field. • Bilingual in Spanish and English a plus&nbsp; • A Valid Driver’s License is required&nbsp; • Clearances are required with relevance to the positionThis is full–time, Monday – Friday. Hourly Rate is $20.00/hrWe offer a competitive compensation and benefits package.<a href="mailto:btice@unwlanc.org" target="_blank">mailto:btice@unwlanc.org</a>2 | P a g eAll United Way of Lancaster employees are employed at will.United way of Lancaster is an Equal Opportunity Employer committed to diversity in the workplace.All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability, or other protected status.Please send your resume to <a href="mailto:btice@uwlanc.org" target="_blank">btice@uwlanc.org</a>. No phone calls please.

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