Housing Link Call Center Navigator (hybrid position) in Langhorne, Pennsylvania at Family Service Association Of Bucks County

Family Service Association of Bucks County
Langhorne, PA | Full-Time | $20.00 per hour | hybrid (remote/onsite)

At Family Service Association of Bucks County, we are always seeking compassionate and qualified individuals dedicated to making a difference in the lives of others. Each year, we assist nearly 30,000 individuals in overcoming a wide range of challenges—from substance use and mental health issues to homelessness.

If you have a passion for helping people and want to be part of a team that listens, cares, and provides support every day, we invite you to explore this career opportunity as a Housing Link Call Center Navigator.

• Work-Life Balance: Regular weekday hours with occasional weekend and evening shifts, 12 paid holidays, and a floating birthday holiday.
• Paid Time Off: Vacation and sick leave to recharge and care for yourself and your loved ones.
• Comprehensive Benefits: Health, dental, and vision insurance, short- and long-term disability, and employer-paid life insurance.
• Financial Wellness: 401(k) with employer match and discretionary employer contributions.
• Professional Growth: Continuing education, mentorship, and career advancement opportunities.
• Employee Support: Access to the Employee Life Assistance Program for mental health, legal, financial, and personal guidance.
• Perks and Discounts: LifeMart program savings on electronics, wellness, travel, childcare, and more.

• Work in conjunction with the Call Center Manager to analyze call center data and system metrics (e.g., call volume, wait times, abandonment rates, live answer rate) to identify trends and performance gaps

• Support the Call Center Manager in monitoring xCally monthly performance benchmarks and recommending data-driven strategies to improve efficiency, response times, and overall service outcomes

• Answer and respond to inquiries primarily via phone, and occasionally by email or other communication channels.

• Conduct screening interviews to assess callers’ housing crises and determine information and resource needs.

• Create and maintain case records, including detailed notes on client housing status, household composition, referrals, and outcomes.

• Explain the Housing Link process, diversion recommendations, and referral pathways to callers.

• Make appropriate referrals to Housing Link community partners to address immediate housing needs.

• Provide information and resource referrals related to quality-of-life issues impacting housing stability.

• Use the call platform to manage client communications, including retrieving and prioritizing messages based on urgency and client status.

• Follow established process guidelines and produce activity reports as required.

• Maintain ongoing communication with co-workers to ensure smooth coordination and information sharing.

• Participate in team meetings, organizational meetings, and community events as a representative of Housing Link and Family Service Association.

• Engage in ongoing training to enhance call handling, assessment, and resource knowledge.

• Perform other related duties as assigned by management.

• Associate degree (AA) or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or equivalent combination of education and experience.

• Demonstrated experience working with call center systems and performance metrics (e.g., SLA, average handle time, abandonment rates).

• Proficiency in data analysis and reporting tools (e.g., advanced Microsoft Excel, Power BI, Tableau, or similar dashboard platforms).

• Proficient in keyboard data entry and familiar with call center platforms.

• Basic computer skills, including Microsoft Office Suite.

• Strong communication, organizational, and customer service skills.

Equal Opportunity Employer / Commitment to Inclusion

Family Service Association of Bucks County is an equal opportunity employer. We are committed to fostering an inclusive environment. In accordance with the Americans with Disabilities Act (ADA) and the Pennsylvania Human Relations Act, we provide reasonable accommodations to ensure all employees can perform the essential functions of their roles.

If you require accommodation during the application or interview process, please contact our Human Resources Department at (215) 757-6916.

Apply today and join a team dedicated to listening, caring, and supporting our clients every day!