United Way of the Bluegrass

211 Health and Human Services Navigator (Bilingual - Spanish) (Remote) Remote Worker - Central Kentucky Description The role of the 211 Health and Human Services Navigator is to connect individuals and organizations to community resources and volunteer opportunities. While United Way of the Bluegrass provides 211 service in both Kentucky and Mississippi, this position will focus solely on Kentucky callers and resources. This position is completely remote.  As a 211 navigator, you serve as a compassionate, frontline resource for people seeking health and human services support. Your mission is to listen, understand each caller’s unique needs, and connect them with relevant community services or volunteer opportunities.  ESSENTIAL FUNCTIONS  Answer phones, e-mails, and text to assess callers needs Manage high volume of inquiries via phone, email, text and other channels; respond promptly to each contact per service level agreements Respond to each inquirer in a professional, non-judgmental and culturally appropriate manner, providing accurate information enabling the inquirer to choose the most appropriate resource(s) Conduct comprehensive needs assessments leveraging empathy, cultural competency and trafficking-informed approaches Access 211 information management systems to match callers’ needs with verified community resources, services and volunteer opportunities Advocate for inquirer, when appropriate Record service information for use in reports Curate and enhance 211 database based on utilization data, user feedback and community partner relationships Sustain cooperative partnerships with service providers to maintain a comprehensive and up-to-date understanding of community resources, eligibility criteria, and capacity to serve those in need. Proactively communicate any changes in community programs, partners, or resource availability to internal 211 staff and volunteers in a timely manner so the most accurate and up-to-date information is provided to callers  Represents United Way of the Bluegrass at meetings, events, presentations, and other such activities as requested or required Supports the fundraising efforts of United Way of the Bluegrass Lead new projects, services, or process improvements to support UWBG's mission based on department priorities and staff capabilities. Other duties as assigned CORE UNITED WAY COMPETENCIES MISSION-FOCUSED - A top priority is to create real social change that leads to better lives and healthier communities. This competency drives performance and professional motivations. RELATIONSHIP ORIENTED - Understands that people come before process and is astute in cultivating and managing relationships toward a common goal. COLLABORATOR - Understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement. RESULTS-DRIVEN - Dedicated to shared and measurable goals for the common good, creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact. BRAND STEWARD - A steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network. SUPERVISORY RESPONSIBILITIES: None Requirements QUALIFICATIONS High School Diploma or equivalent required Minimum 1-year related customer service experience in human service, non-profit, or other related field preferred or equivalent required Social service interviewing is desirable Remote work and/or call-center experience preferred Fluency in Spanish is required for this position, and the selected candidate must pass a written and verbal proficiency test provided at no cost by the United Way of the Bluegrass.  Candidates must reside in Kentucky, specifically in one of the following counties: Fayette, Scott, Woodford, Franklin, Jessamine, Madison, Montgomery, Clark, Anderson, or Bourbon.  SKILLS REQUIREMENTS Strong organizational skills Strong time-management skills Ability to actively listen and respond to people in need. A positive commitment and ability to work with people from diverse educational and cultural backgrounds. Respect traditions, values and/or lifestyles of different diverse groups. Be open and flexible in communication with all populations. Excellent oral and written communication skills Effective problem solver and decision maker Computer proficiency: MS Office Suite; database knowledge a plus Knowledgeable of human service system and maintain cooperative working relationships with area service provider Valid driver’s license required as well as access to reliable insured automobile to be used for work-related travel when applicable. WORK ENVIRONMENT This position is 100% remote. This position requires you to abide by UWBG Remote work policy and establish an effective telecommute workspace designed to limit distractions, with ergonomic seating, reliable connectivity, and equipment to enable high productivity. This role routinely uses standard office equipment such as computers, phones, etc.  EXPECTED WORK HOURS Monday through Friday 37.5 hours a week. Work shift will be scheduled between 7:30AM-6:00PM. Daily work schedule and any flextime hours must be approved by the department head. Must be willing to occasionally work non-standard work schedule when required, including nights, weekends and other unusual hours.  PHYSICAL REQUIREMENTS The employee must regularly communicate clearly, in oral and written formats, with others in person, over the phone, and via other devices. The employee must be able to transcribe, read extensively, prepare, and analyze data and figures, and operate a computer and other standard office machinery. The employee must be able to lift, carry, push, and/or pull objects weighing up to 20 lbs.  PRE-EMPLOYMENT SCREENING REQUIREMENTS Any candidate offered a position may be required to pass pre-employment screenings as mandated by UWBG. These screenings may include a national background check, language testing, and Motor Vehicle Record (MVR) review.  BENEFITS Our robust benefits package includes 100% employer-paid premiums on employee-only health, dental, and vision plans; 3%-6% employer contributions to 401(k), employer-paid life/AD&D, and Short-Term Disability insurance; generous parental leave policy, PTO, and mileage reimbursement more.  SALARY $15.80 to $18.00 per hour  Due to the travel requirements of this position, candidates must reside in Kentucky, specifically in one of the following counties: Fayette, Scott, Woodford, Franklin, Jessamine, Madison, Montgomery, Clark, Anderson, or Bourbon.

Description United Way of the Bluegrass (UWBG) works to create the opportunity for all members of our community to have a better life. We focus on the building blocks of a good life — a quality education, financial stability for individuals and families, and good health. The work of UWBG focuses on strategic initiatives, public education, advocacy, outcomes and evaluation, development and strengthening of partnerships/collaborations, convening resource mobilization and investment as well as backbone and engagement strategies and activities. We bring together the voices, the expertise, and the resources to define, articulate and implement a common agenda for change for our region. That is what it means to "Live United" in Central Kentucky. POSITION The 2-1-1 Community Partner Outreach Specialist will increase 2-1-1 Contact Center and network capacity to serve as the telephonic support for all residents in the United Way of the Bluegrass 2-1-1 coverage area accessing Kynect Resources in coordination with the Cabinet for Health & Family Services, and all organizations onboarding to support those residents. This position requires regular travel throughout the region as the 2-1-1 Community Partner Outreach Specialist seeks to establish business-to-business relationships by networking with community providers and creating a referral network where clients are referred by UWBG 2-1-1 navigators to community partners in their area. The Resource Specialist will also spend time making outbound calls to collect resource information, establish community relationships, and follow-up with clients who are seeking resource services in their area.   This is a remote position. Applicant must reside in the state of Kentucky within the UWBG core service area (Anderson, Bourbon, Clark, Fayette, Franklin, Jessamine, Madison, Montgomery, Scott or Woodford Counties). ESSENTIAL FUNCTIONS Generate awareness through word-of-mouth and presentations about 2-1-1 contact centers in designated areas Maintain knowledge and understanding of community resources, including information from the database and daily updates via Intranet and written resources. Provide proactive outreach and reactive response to direct community partners to Kynect Resources, assist with submitting the partner request form, accepting their site, assist with questions related to the onboarding process and assist with directing the community partner to online training materials. Review community partner access requests to Kynect Resources and approve or deny the requests within Kynect Resources. Train/assist community partners with logging in to manage referrals and closing referrals-including backlogged referrals based on the specific need of the partner. Share information about Kynect Resources with residents who interact with United Way and the 2-1-1 Contact Center. Complete follow up calls to open referrals with outbound calling to confirm if the needs have been met or is still open, ensure the resident connects with the agency for support if needed and close the open referral in Kynect resources when necessary. Develop new community resources using various research and collection methods including internet, survey forms, brochures and/or direct contact with service agency representatives. Participate in and represent 2-1-1 in outreach to community groups, local businesses, and health & human service providers to enhance knowledge, understanding and use of 2-1-1 services. Respond to calls and provide appropriate referrals. Ensure ongoing performance quality of center by collecting statistical data and observing/monitoring daily operation. Develop and maintain in-depth knowledge of the database system including but not limited to data entry, reporting, system maintenance, etc. Maintain knowledge of all telephone and contact center equipment and software. Have comprehensive knowledge of the taxonomy system used for the resource database. Develop strategic partnerships with service providers, state organizations, etc. to support the mission of 2-1-1. Participate in resource development efforts as requested. Complete other projects/tasks as assigned. SUPERVISORY RESPONSIBILITIES None CORE UNITED WAY COMPETENCIES MISSION-FOCUSED   - A top priority is to create real social change that leads to better lives and healthier communities. This competency drives performance and professional motivations. RELATIONSHIP ORIENTED   - Understands that people come before process and is astute in cultivating and managing relationships toward a common goal. COLLABORATOR   - Understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement. RESULTS-DRIVEN   - Dedicated to shared and measurable goals for the common good, creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact. BRAND STEWARD   - A steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network. COMMUNITY IMPACT COMPETENCIES Drive for Stakeholder Success Effective Communication Adaptability and Change Management Cross-Functional Capability and Collaboration Requirements A minimum of one to three years of experience in human services, non-profit, or other related fields is preferred or a sufficient combination of education and experience is required. Bachelor’s Degree in applicable field (e.g., business, communications, nonprofit management, etc.) or work experience equivalent. Excellent strategic thinking and problem-solving skills, with attention to detail and follow-through. Achievement oriented; shows initiative and enthusiasm while demonstrating uncompromising responsibility, courage, and self-confidence, even in the face of difficulties. Proficient with Google and Microsoft Suites. Strong organizational skills, with an ability to manage multiple projects simultaneously, and to work calmly under the pressure of competing priorities and deadlines. Excellent teamwork, interpersonal, and customer service skills, including the ability to work respectfully and inclusively with a diverse group of individuals. Demonstrated ability to effectively manage, foster, and grow long-standing donor relationships. Track record of being highly adaptable to working with changing priorities. High energy, personal initiative, and passion for the work. Operates effectively as a highly self-motivated independent contributor, as well as a team player collaborating as a member of cross-functional teams. Urgency and relentless energy to improve and innovate, navigating through uncharted territory. Good interpersonal skills, this includes excellent verbal and written presentation and influence skills. Ability and willingness to travel and to work evenings and weekends on occasion. Experience within a nonprofit or impact organization is desirable. Professionally supportive of UWBG’s mission. High degree of personal responsibility and integrity. Holds oneself and others accountable to achieve goals and live up to commitments. REQUIRED LICENSE/REGISTRATION/CERTIFICATIONS Valid Kentucky Driver’s license required Proof of state minimum auto insurance required PHYSICAL REQUIREMENTS The employee is regularly required to communicate clearly, in oral and written formats, with others in person, over the phone and via other devices. The employee must be able to transcribe, read extensively, prepare, and analyze data and figures, operate a computer and other standard office machinery. The employee is required to travel regularly to locations outside of UWBG facilities to set up displays and presentations in both physical and electronic forms. The employee must have the ability to lift, carry, push, and/or pull objects weighing up to 25 pounds. PRE-EMPLOYMENT SCREENING REQUIREMENTS Any candidate offered a position may be required to pass pre-employment screenings as mandated by UWBG. These screenings may include a national background check, language testing, and Motor Vehicle Record (MVR) review. A writing sample may be required of final candidates. Spanish language proficiency testing will be required of the selected candidate. BENEFITS The position is full-time, non-exempt hourly at 37.5 hours/week. New hires are eligible for full benefits plus travel reimbursement upon first day of work. PAY RANGE $19.50 to $22.00 per hour Due to the travel requirements of this position, candidates must reside in Kentucky, specifically in one of the following counties: Fayette, Scott, Woodford, Franklin, Jessamine, Madison, Montgomery, Clark, Anderson, or Bourbon.

United Way of the Bluegrass (UWBG) works to create the opportunity for all members of our community to have a better life. We focus on the building blocks of a good life — a quality education, financial stability for individuals and families, and good health. We bring together the voices, the expertise, and the resources to define, articulate and implement a common agenda for change for our region. That is what it means to "Live United" in Central Kentucky.   POSITION   The role of the WayPoint Coordinator, WayPoint Initiative (WCWI) is to assist clients who visit UWBG WayPoint Center - C entro San Juan Diego   UWBG WayPoint Centers are sites located in and around the neighborhoods they exist to serve and will provide a multitude of services including, but not limited to, financial stability education, free income tax preparation, and other programming related to empowering families and helping youth to succeed.    The WayPoint Coordinator reports directly to a WayPoint Manager.   ESSENTIAL FUNCTIONS: Acts as the keyholder, or employee responsible for handling operational procedures, providing customer service, and maintaining a clean and orderly environment. Serves as the first point of contact for any client seeking services. Works alongside agency partners whose services are also offered within the center. Performs intake for clients and connects them to appropriate services. Collaborates with the UWBG 2-1-1 (24/7 365) Health & Human Services Referral line to coordinate services and referrals when necessary. Is frontward facing and sees him/herself as an advocate for the community. Understands and is mindful of the opportunities to expand the initiative and occasionally serves as UWBG’s representative to the surrounding community. May rotate between assigned site and other Waypoint centers. Manages documentation for organizational purposes, as well as management and reporting for federal and non-federal grants. Other duties as assigned.    CORE UNITED WAY COMPETENCIES ❖ MISSION-FOCUSED - A top priority is to create real social change that leads to better lives and healthier communities. This competency drives performance and professional motivation. ❖ RELATIONSHIP ORIENTED - Understands that people come before process and is astute in cultivating and managing relationships toward a common goal. ❖ COLLABORATOR - Understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement. ❖ RESULTS-DRIVEN - Dedicated to shared and measurable goals for the common good, creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact. ❖ BRAND STEWARD - A steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.   COMMUNITY IMPACT COMPETENCIES Drive for Stakeholder Success Effective Communication Adaptability and Change Management Cross-Functional Capability and Collaboration   QUALIFICATIONS: Associate’s degree or equivalency required. Minimum of two years of continuous work experience in an office environment required. Fluent bi-lingual English/Spanish is required. Work in human services, case management, counseling, eligibility determination, social services, non-profit, and oversight is preferred. Computer literacy, particularly in Microsoft Office. Knowledge of current conditions and history of the neighborhoods being served and surrounding nonprofit organizations is highly preferred. Resident of one of the counties being served (past or present) highly preferred. Strong organizational and time-management skills. Excellent oral and written communication skills. Strong customer service skills and enjoys working with the public. Is empathetic and possesses the soft skills required to serve vulnerable populations with dignity and respect. Is flexible and willing to work occasional evenings/nights; Saturday shift sometimes required.     PHYSICAL REQUIREMENTS The employee is regularly required to communicate clearly, in oral and written formats, with others in person, over the phone, and via other devices. The employee must be able to transcribe, read extensively, prepare, and analyze data and figures, and operate a computer and other standard office machinery. The employee must have the ability to lift, carry, push, and/or pull objects weighing up to 50 lbs.   A valid Kentucky driver’s license is required as well as access to a reliable insured automobile to be used for work-related travel in the Central Kentucky area. Must be willing to occasionally work a non-standard work schedule including nights, weekends, and other unusual hours.    PRE-EMPLOYMENT SCREENING REQUIREMENTS Any candidate offered a position may be required to pass pre-employment screenings as mandated by UWBG. These screenings may include a national background check, language testing, and Motor Vehicle Record (MVR) review.   BENEFITS Our robust benefits package includes 100% employer-paid premiums on employee-only health, dental, and vision plans; 3%-6% employer contributions to 401(k), employer-paid life/STD&LTD insurance; generous parental leave policy, PTO, and more.  Hourly rate - $18.97-$23.59.   APPLY Please visit UWBG’s  Career Opportunities to complete an application.