Community Navigator

Together with United Way of Allen County, Indiana 211 Partnership, Inc. is growing and seeks caring individuals to join the Allen County 211 Team that serves people across the state of Indiana.

Make a difference in communities throughout Indiana by joining United Way's 211 Team of expert, dedicated and compassionate Community Navigators. We provide on-the-job training for people who are interested in connecting others with housing, food, utility assistance, support groups, health care, legal aid and other vital community supports. We are seeking a dedicated candidate with related experience in non-profit, case management, crisis hotline or information and referral services to join our team as a Full-Time Community Navigator. Hours are 8:00 AM - 5:00 PM, Monday-Friday and pay is between $13 - $15/hour.

Community Navigators are skilled in helping individuals, families and providers identify, understand and effectively use the programs that are part of the human service delivery system. Resource navigation takes place primarily over the phone.  

Community Navigators serve as knowledge brokers in health and human services by utilizing excellent communication skills, expertise and compassion to identify and provide high-quality resources.

The right candidate will have the following skills:

  • Actively and skillfully conceptualize, apply, analyze and/or evaluate information gathered from assessments
  • Excellent reading comprehension, listening, verbal and written communication skills
  • Ability to maintain a positive, compassionate and professional attitude, even in times of stress
  • Must have effective active listening and problem solving skills
  • Ability to multi-task in a fast-paced environment
  • Ability to perform with frequent interruptions and/or distractions
  • Must be able to adapt to and retain constantly changing information
  • Demonstrated personal computer skills with MS Office applications and other software applications

Essential Duties:

Resource Navigation - 75%

  1. Respond to individuals in-person-either onsite or offsite- via phone, email or text messages and provide effective resource navigation
  2. Positively represent the United Way and 2-1-1 by providing excellent customer service at all times and responding to each inquirer in a professional, nonjudgmental, culturally-appropriate manner
  3. Establish rapport to build the groundwork for problem solving with end user
  4. Maintain rapport by conducting professional assessment to determine needs (includes unstated and unmet needs) and collecting demographic information using non-integratory methods
  5. Utilize highly developed critical thinking skills and reasoning to connect the dots on complex issues, uncover root causes of issues and identify alternative solutions for unmet needs
  6. Use effective crisis intervention skills and suicide prevention tactics when responding to individuals who are in distress
  7. Provide detailed referrals that includes all pertinent contact information and steps involved, which empowers caller to seek the assistance they are needing
  8. Identify opportunities to advocate to eliminate barriers to service, reduce potential for harm and provide more immediate access to services
  9. Utilize problem solving skills to collaborate with case managers, healthcare providers or other professionals to support them in their daily work
  10. Conduct follow-up calls and complete outcome surveys for quality assurance purposes

Call Documentation – 25%

  1. Understand and consistently follow program protocols in completing client demographics, referrals and needs documentation in a timely matter
  2. Make sure documentation accurately reflects what transpired during the interaction
  3. Complete optional fields whenever information is available, including efficiently compiling clear, concise contact notes and accurately completing all applicable Data Forms
  4. Exceed all Monthly Metric goals, including follow-up goals
  5. Document all follow-up work

Minimum Qualifications:

Education: Bachelor’s degree in human services, social work or related field preferred. Will consider candidate with education and experience that meets or exceeds this requirement 
Experience: Seeking a dedicated candidate, preferably with at least 2 years of related experience in non-profit, case management, crisis hotline or information and referral services

Physical Requirements/Work Environment:

Work is primarily carried out in a controlled, agreeable environment as generally represented by normal office conditions. While performing the duties of this job, the employee is occasionally required to sit, stand, walk, drive/operate a car, lift and carry bags and boxes of approximately 20 pounds; talk or hear; read; use hands to finger, handle or feel objects, reach with hands and arms; climb stairs, stoop, kneel or crouch; type; operate a computer, calculator, copy machine and fax machine.


United Way of Allen County provides its employees with a generous benefit plan including insurance and retirement plans, paid holidays and time off programs. 

To be considered, the application must include full job history and be signed. Resume and cover letter are highly recommended.

Equal Opportunity Employment Employer/Veterans/Disabled.

Apply Now