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2-1-1 Health and Human Services Navigator - Telecommuter

Manager, 2-1-1 Operations



Community Impact


Regular — Full Time — Non-Exempt

About United Way of the Bluegrass

United Way of the Bluegrass (UWBG) works as catalyst, convener, and collaborator to foster opportunities for all members of our community to have a better life. We focus on the building blocks of establishing healthy living — access to quality education and financial stability for individuals and families to thrive. We bring together the voices, the expertise, and the resources to define, articulate and implement a common agenda for regional change. That is what it means to "Live United" in Central Kentucky.



The role of the 211 Health and Human Services Navigator is to connect individuals and organizations to community resources and volunteer opportunities. While United Way of the Bluegrass provides 211 service in both Kentucky and Mississippi, this position will focus solely on Kentucky callers and resources. This position is completely remote.

As a 211 navigator, you serve as a compassionate, frontline resource for people seeking health and human services support. Your mission is to listen, understand each caller’s unique needs, and connect them with relevant community services or volunteer opportunities.


Collaborative Relationships: Resource Specialist; 211 Advisory Council; Community Impact Cabinet; External Grant Partners; Future Internal Programs; UWBG Funded Partner Agencies; Resource Development and Marketing Departments


  • Answer phones, e-mails, and text to assess callers needs

  • Manage high volume of inquiries via phone, email, text and other channels; respond promptly to each contact per service level agreements

  • Respond to each inquirer in a professional, non-judgmental and culturally appropriate manner, providing accurate information enabling the inquirer to choose the most appropriate resource(s)

  • Conduct comprehensive needs assessments leveraging empathy, cultural competency and trafficking-informed approaches

  • Access 211 information management systems to match callers’ needs with verified community resources, services and volunteer opportunities

  • Advocate for inquirer, when appropriate

  • Record service information for use in reports

  • Curate and enhance 211 database based on utilization data, user feedback and community partner relationships

  • Sustain cooperative partnerships with service providers to maintain a comprehensive and up-to-date understanding of community resources, eligibility criteria, and capacity to serve those in need.

  • Proactively communicate any changes in community programs, partners, or resource availability to internal 211 staff and volunteers in a timely manner so the most accurate and up-to-date information is provided to callers

  • Represents United Way of the Bluegrass at meetings, events, presentations, and other such activities as requested or required

  • Supports the fundraising efforts of United Way of the Bluegrass

  • Lead new projects, services, or process improvements to support UWBG's mission based on department priorities and staff capabilities

  • Other duties as assigned





❖ MISSION-FOCUSED - A top priority is to create real social change that leads to better lives and healthier communities.  This competency 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.



Accountable, inclusive, results-oriented, high level of organizational commitment, integrity, communication and interpersonal skills.


  • High School Diploma or equivalent required

  • Minimum 1-year related customer service experience in human service, non-profit, or other related field preferred or equivalent required

  • Social service interviewing is desirable

  • Remote work and/or call-center experience preferred


  • Strong organizational skills

  • Strong time-management skills

  • Ability to actively listen and respond to people in need.

  • A positive commitment and ability to work with people from diverse educational and cultural backgrounds.

  • Respect traditions, values and/or lifestyles of different diverse groups.

  • Be open and flexible in communication with all populations.

  • Excellent oral and written communication skills

  • Effective problem solver and decision maker

  • Computer proficiency: MS Office Suite; database knowledge a plus

  • Knowledgeable of human service system and maintain cooperative working relationships with area service provider


This position is 100% remote. This position requires you to abide by UWBG Remote work policy and establish an effective telecommute workspace designed to limit distractions, with ergonomic seating, reliable connectivity, and equipment to enable high productivity. This role routinely uses standard office equipment such as computers, phones, etc. Valid driver’s license required as well as access to reliable insured automobile to be used for work-related travel when applicable.​


Monday through Friday 37.5 hours a week. Work shift will be scheduled between 7:30AM-6:00PM. Daily work schedule and any flextime hours must be approved by the department head. Must be willing to occasionally work non-standard work schedule when required, including nights, weekends and other unusual hours.


The employee must regularly communicate clearly, in oral and written formats, with others in person, over the phone, and via other devices. The employee must be able to transcribe, read extensively, prepare, and analyze data and figures, and operate a computer and other standard office machinery. The employee must be able to lift, carry, push, and/or pull objects weighing up to 20 lbs. 


Any candidate offered a position may be required to pass pre-employment screenings as mandated by UWBG. These screenings may include a national background check, language testing, and Motor Vehicle Record (MVR) review.


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/AD&D, and Short-Term Disability insurance; generous parental leave policy, PTO, and mileage reimbursement more. Starting hourly rate – $15.80-$18.17.


To apply for this position, please complete the application below.

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