Job Description

At United Way of Greater St. Louis, we unite individuals and organizations to address the most pressing needs in our region. Together, we're creating a community where everyone can live, work, and thrive. This is more than a career - it's a chance to make a difference. Come be part of our mission!

We offer a comprehensive benefits package including 12 days of vacation earned over the first 12 months of employment, sick pay, 10 company holidays, 5 1/2 flexible/personal holidays, 3 volunteer days, parental leave, health, dental, vision and life insurance for you and your family, short term disability, long term disability, and a 403(b) with an organization match and 3-year vesting schedule.

Job Summary:

211 M iss o u ri and S o u t h w e st I l l in o is is a 24- h o u r c om p rehe n si v e i n f o r m a ti o n and referral s er v i ce a v ai l a b le t o  resi d ents o f M is s o u ri a n d S o u thw e st I l l in o i s t h at c o nn ec t s p e o p le t o c o mm un i t y res o u r c es. T h e 211 H o u si n g P l u s N a v i g at o r p rimari l y w o r ks with St. Lo u is City and C o u n ty r e si d ents a s sessing f o r i m m i n ent ri s k o f h o m e l ess n ess a n d m aki n g di r e ct r ef e rrals to sh e l t ers b ased o n a v ai l a b i l ity o r di v erting t h e m to o ther o p t i o n s m o re a pp r o p ri a te than h o m ele s s she l t e rs w h en ap p l i ca b l e , all whi l e m e e t i n g o r e x c e e d i n g c u s t om er a n d q u al i ty stan d ar d s.

• Resp o n d   t o   cal l s   t o   the   He l p l in e,   c o m p l e ti n g   intake   a n d   ass e s s m ent   o n   each   case.   Re f er   t h o se   in   i m m ed i ate   ne e d   o f   shelter   to   ap p r o p ri a te   ci t y   o r   c o un ty   facil i ties.
• P r o f ess i o n al l y and s ensit i v ely per f o r m i n t a ke and a s s essme n t, g a theri n g d e mo g ra ph ic and situat i o n al i n f o r m a ti o n and enteri n g d ata ac c u r a t e ly into t h e i d e n tified HMIS d a tabase a n d u si n g o ther t oo ls t o d e t e r m i n e b ed a v ai l a b i l i t y when n e e d ed.
• Screen cl i ents f o r p r o g ram eli g i b i l ity t o i n - h o u s e p r o gra m s, c o m p l e t e r ef e rral f o r m s t h o r o ugh ly a n d accu r at e l y ; p r o p er l y c o de r ef e rr a ls m a d e f o r cal l e r s; f o rward r ef e rra l s t o pr e v en t i o n h o u si n g c o un se l o rs the s a m e d a y t h a t th e y a r e g enerate d .
• M ake r e f errals t o o th e r c om m un ity r es o u r ces a s a pp r o p ri a t e .
• As assi gn ed, t a ke a bed c o u n t at c i ty and c o un t y fu nd e d shelt e rs t h r e e t i m es da i l y .
• A dh ere t o r e si d ency r e qu i r e m ents when m aki n g r e f e r ra l s t o e m er g ency shelte r s. P r ov i d e t elep h o n e nu m b ers f o r i nd epen d e n t s h elt e rs a s ap p r o p ri a t e .
• M ai n tain pr i v a cy o f the l o c ati o n o f she l t e rs, e sp e cia l ly t h o s e se r v i n g ab u sed wo m e n .
• M e e t reg u la r l y w i th 211 H ou si n g P l u s M a n a g er t o ad d r ess qu es t i o n s, r ec e i v e per f o r m a n ce f e e db ack and vo i c e i d e a s .
• P artici p a t e in q u al i t y assu r a n ce act i v it i es as assi gn e d .
• C o n tri bu te t o the o v erall s u cc e ss o f the Uni t ed W a y b y per f o r m i n g o t h er e s sent i al du ties a n d respo n si b i l iti e s as a ssi gn e d .

Ke y A cc oun t ab i l i t i e s:

• Ac h ie v e an a v era g e o f 85% o r be t t e r o n each q u al i t y i n d icat o r
• M e e t o r e xc e ed be n c h m a r k g o als t o inc lud e: A v era g e H a nd le T i m e, A v ai l a b i l it y , D o cu m entat i o n  Acc u racy

K S A ( Kno wl ed g e , S k i ll s a n d A b i l i t i e s ) :

• Associa t es d egree o r 2 - 3 y ears e qu i v ale n t e x p er i ence in h o m ele s s s e r v i c es, o r s o cial s e r v ices ( P refer r ed e x p erien c e in h o m eless s e r v ice s ).
• A d v a n ced cu s t o m er s e r v ice and p r o b l e m - s o lving s k i l l s .
• M u st h a v e g o o d t o e xc e l l e n t v erb a l s k i l l s ; e m p ath e tic l i st e n i n g s k i l l s .
• A b i l ity t o w o rk u nd er p res s u re a n d in a call cen t er e n v iron m en t .
• H i g h le v el o f a t t e n ti o n to d e t ail and hi g h l e v el o f a ccu r acy
• A b i l ity t o suc c essfu l ly ass e s s a s it u at i o n and m a k e r e c om m en d at i o n s based o n v a r i o u s fa c t o rs
• M u st b e ab l e to ha nd le di f fic u lt situat i o n s with m atu r e att i tu d e, j udgm ent, p o is e , t act and di p l o m ac y .
• M u st b e ab l e to accu r a t ely t y p e 45 w p m .
• P r o f i cient in M ic r o s o ft Off i ce a pp l i cat i o n s and be ab l e t o u til iz e m u lti p le c o m pu t e r - b ased s y st e ms .
• A b i l ity t o w o rk w ith m u lt i c u lt u ra l / e t hn ic g r o up s, o l d e r ad u lts, p e o p le with d i sa b i l i ties, L GT B QI A +  c o mm un it i es, a n d o ther p opu latio n s.

Employment is contingent upon successful background check

United Way of Greater St. Louis is an Equal Opportunity Employer

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