ORGANIZATION PROFILE

United Way of Rome & Floyd County works to prevent homelessness in our local communities. Community Case Management helps individuals & families navigate challenges & prevent crises by meeting their needs holistically through advocacy, communication, education, connection to available resources, and ongoing support.

SUMMARY

The Community Resource Navigator (CRN) provides comprehensive customer service and screening services to our local community. This position responds to calls and drop-in clients from Floyd, Polk, & Chattooga County and reports to the Community Case Management Director. The CRN provides a human-to-human connection for those in need by assisting clients in identifying, mapping, & navigating community resources. The CRN attaches resources to emergent needs and pursues the underlying causes of those needs, creating a resource map of available services for each individual, identifying and recording service gaps, and communicating successes and challenges back to the United Way Team. The position ensures timely and quality communication reflecting care and concern for each community member served. 

ESSENTIAL RESPONSIBILITIES

-Assist community members via phone, email and in person.

-Accurately assess eligibility for, identify, and map appropriate resources for community members.

-Assist community members by making referrals, scheduling appointments and applying for social service assistance programs, engaging with agency partners as appropriate to support community member needs.

-Input client information into UWRF's database and generate reports as requested.

-Manage client concerns and crises as needed and communicate those concerns to the UW team. 

-Provides exceptional customer service to clients and identifies and recommends improvements for quicker and more efficient customer service delivery.

-Follow up with select clients as appropriate to capture outcomes and alternative options.

-Capture and manage caller and local needs data.

-Maintain Resource Directory: identify and correct discrepancies with agency information and source/include additional information/agencies.

-Other duties as assigned.

EXPERIENCE

1 year of relevant experience working in a Nonprofit Human Services or related field providing Customer Service is preferred.

SPECIAL SKILLS/KNOWLEDGE

-Demonstrated experience in establishing and maintaining effective working relationships with clients, staff and community partners.

-Demonstrated experience completing assignments and projects on time.

-Demonstrated experience working in a fast-paced environment and shifting gears quickly to accommodate change.

-Ability to deal calmly, patiently and effectively with tense situations.

-Ability to express empathy when working and communicating with diverse client populations.

-Demonstrated experience handling client's requests and addressing potential obstacles by being resourceful.

WORKING ENVIRONMENT

Office hours are 9am-1pm, Monday through Friday. 

 Technical Skills, Abilities And Other Requirements

• Proficient with computers and software, including Google Suite, Microsoft Office, Zoom

• Ability to prioritize and adjust priorities as situations change

• Ability to work independently and in teams

• Interpersonal skills with the ability to manage sensitive situations and confidential information

• Ability to communicate (oral and written)

Physical/Mental Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals who are differently abled to perform the essential functions. While performing the duties of this position, the employee is regularly required to:

• Sit, stand, walk, reach with hands and arms, talk and hear

• Use finger and hand motion

• Able to lift and/or move objects up to 30 pounds

• Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus

• Moderate level of stress caused from clients in crisis

• Moderate level of mental and/or visual fatigue and/or eyestrain may result from looking at a computer screen for extended periods of time

• Drive a vehicle within the region

• Moderate office noise level due to shared working environment

This position is exempt from overtime regulations.

Work environment: This position works exclusively from the United Way Volunteer & Resource Center, 1304 North Broad Street, Rome, Georgia 30161

Reports To: Executive Director

Hours: 20/week

Hourly Rate: $13/hour

United Way of Rome & Floyd County is an equal employment opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.