Community Resource Navigation Specialist

Responds to incoming phone calls, emails, chats and other forms of contacts from inquirers seeking information on a broad range of health and human services. Assesses inquirer’s needs, obtains and documents information from inquirer and effectively utilizes the resource database to locate services and provide information to the inquirer. 

Duties and Responsibilities

  • Gains an understanding of each inquirer's situation, including the origins of the difficulty, the feelings inquirers have about their circumstances, the personal resources inquirers may bring to bear on the issues, and the barriers to resolution of the problem.
  • Develops and maintains rapport with inquirers utilizing active listening, reflection and empathy. Offers immediate and appropriate responses when the inquirer is experiencing a crisis or other emergency situation.
  • Helps inquirers prioritize their needs and build an action plan, identifying resources that can meet their needs. Empowers inquirers to understand and solve their problems.
  • Completes follow up as per policy, including cases involving endangerment and in situations where the specialist believes the inquirer may not have the necessary capacity to follow through and resolve his or her problem.
  • Advocates on behalf of inquirers experiencing barriers to accessing services.
  • Follows 2-1-1 protocol and laws relating to privacy and confidentiality. Understands and follows the basic protocols of the field of Information and Referral, as defined by AIRS (Alliance of Information and Referral Services), the accrediting body of 2-1-1.
  • Responds in a professional, nonjudgmental manner when interacting with all populations, including people with disabilities, older adults, youth, veterans, people with addictions, those with behavioral health needs and people of all religions, sexual orientations and gender identities. Avoids introducing personal beliefs into the referral process.
  • Utilizes de-escalation techniques to help inquirers who are angry, hostile or in difficult situations.
  • Effectively utilizes the resource database to locate relevant services. Exercises good judgment in selecting resources to present to the inquirer for consideration.
  • Contributes to an accurate and up-to-date Community Resource Database by submitting corrections when an error is discovered and new information when resources are found.
  • Attends continuing education programs, department trainings and meetings to remain current in the field of Information and Referral.
  • Strives to obtain the AIRS credential of CIRS (Certified Information and Referral Specialist) and maintain that credential throughout employment.
  • Maintains flexibility in scheduling to the extent practical to meet the needs of a 24-hour help center. May be requested to work occasional evening, weekend and holidays shifts.

Job Relationships

  • Frequent contact with the general public and personnel from health and human service agencies. Frequent interaction with supervisors and peers (giving and receiving feedback).


  • Bachelors degree in Social Work or a related field.
  • Two to four years' experience in social services
  • Commitment to the mission of United Way 2-1-1
  • Previous work experience in an environment where critical thinking and problem resolution skills were utilized
  • working knowledge of the human services delivery system desired.
  • Comfort with responding to people in crisis.
  • Excellent oral and written communication skills
  • Basic computer literacy required, including navigating the Windows Operating System.
  • Ability to work holidays and weekends as scheduled

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