DESCRIPTION

United Way of Bluegrass (UWBG) works to create opportunities for all members of our community to improve their lives. We focus on the building blocks of a good life — a quality education, financial stability for individuals and families, and good health. We bring together the voices, expertise, and resources to define, articulate, and implement a common agenda for change across our region. That is what it means to "Live United" in Central Kentucky.

POSITION DESCRIPTION

The role of the 211 Navigator Community Resource Specialist is to connect individuals and organizations to community resources and volunteer opportunities. This position is completely remote.

ESSENTIAL FUNCTIONS

• Communication & Customer Service
  Provide empathetic, professional assistance by actively listening, assessing needs, and delivering accurate information and referrals—even in stressful or crisis situations. Communicating clearly and professionally in both verbal and written formats while adapting to diverse audiences.
• Cultural Competence & Inclusive Service Delivery
  Engage respectfully with individuals from all backgrounds, ensuring equitable, unbiased, and culturally responsive interactions. Adjust communication approaches as needed to meet linguistic and cultural needs.
• Information & Referral Service Excellence
  Use the full InformUSA I&R process—including needs assessment, problem clarification, resource matching, and follow-up—to connect callers and partners to appropriate services. Maintain accurate, timely documentation that meets 211 and InformUSA standards.
• Problem-Solving & Decision-Making
  Evaluate complex situations, use sound judgment to determine appropriate next steps, and follow established protocols to provide timely, accurate solutions. Demonstrate reliability, accountability, integrity, and adherence to ethical standards.
• Technology & Database Systems
  Navigate contact center platforms, CRMs, Kynect Resources, Microsoft Office, Google Workspace, and related databases with ease. Maintain strong data-entry accuracy, attention to detail, and the ability to learn new systems quickly.
• Time Management & Organization
  Manage multiple tasks simultaneously, prioritize effectively, and maintain high accuracy and productivity in a fast-paced remote environment.
• Collaboration & Team Partnership
  Work cooperatively with colleagues, cross-functional teams, community partners, and internal departments to support shared goals, resolve issues, and ensure seamless service delivery.

CORE UNITED WAY COMPETENCIES

MISSION-FOCUSED - A top priority is to create real social change that leads to better lives and healthier communities. This competence drives performance and professional motivations.

RELATIONSHIP ORIENTED - Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.

COLLABORATOR - Understands the roles and contributions of all sectors of the community and

can mobilize resources (financial and human) through meaningful engagement.

RESULTS-DRIVEN - Dedicated to shared and measurable goals for the common good, creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.

BRAND STEWARD - A steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.

Education Requirements

Bachelor’s degree or equivalent work experience

Experience required:

Minimum of 1-3 years related customer service experience in human service, non-profit, or other related field preferred or sufficient combination of education and experience. Remote work and/or call-center experience preferred.

REQUIRED LICENSE/REGISTRATION/CERTIFICATIONS

Inform USA Community Resource Specialist (CRS) certification is required within one year of eligibility to maintain employment.

Valid driver’s license required, as well as access to a reliable insured automobile to be used for work-related travel when applicable.

WORK ENVIRONMENT

This position is 100% remote and must comply with the UWBG remote work policy. Home office must have reliable internet access and limited distractions. Occasional travel is required to outreach related events and UWBG staff meetings.

EXPECTED WORK HOURS

Monday–Friday, 37.5 hours/week. Work schedule set within 7:30 AM–6:00 PM. Occasional evenings/weekends may be required.

PRE-EMPLOYMENT SCREENING REQUIREMENTS

A national background check and other screenings may be required.

BENEFITS

Our robust benefits package includes 100% employer-paid premiums on employee-only health, dental, and vision plans; 3%-6% employer contributions to 401(k), employer-paid life, and STD insurance; generous parental leave policy, PTO, and more.

PAY RANGE

$19.50 to 24.50 per hour

Position is contingent on grant funding

This is a contract-funded position that may be renewed annually, subject to continued funding and organizational need.