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Health & Human

Services Navigator

Manager, 2-1-1 Operations



Community Impact


Regular — Full Time — Exempt

About United Way of the Bluegrass

United Way of the Bluegrass (UWBG) works to create the opportunity for all members of our community to have a better life. We focus on the building blocks of a good life — a quality education, financial stability for individuals and families, and good health. The work of UWBG focuses on strategic initiatives, public education, advocacy, outcomes and evaluation, development and strengthening of partnerships/collaborations, convening, resource mobilization and investment as well as backbone and engagement strategies and activities. We bring together the voices, the expertise, and the resources to define, articulate and implement a common agenda for change for our region. That is what it means to "Live United" in Central Kentucky.


The primary role of the 2-1-1 Health and Human Services Navigator is to connect individuals and organizations to community resources and volunteer opportunities. He/she will assist clients by finding the most adequate human service resource solution available by collecting and recording data on service availability.  He/she will provide broad-based human service needs assessment, information, and referral provisions.  The 2-1-1 Health and Human Services Navigator handles customer inquiries by phone, text, chat, email or other medium from individuals seeking assistance with human services information or resources. The individual ensures that responses to inquiries are completed according to established service and quality standards.

This position focuses on showing empathy, patience, and professionalism while referring callers to the appropriate human service agencies that have the necessary resources to assist them with their basic needs of food, clothing, and shelter, etc. The ideal candidate will effectively and compassionately maintain the confidentiality of all caller information.



  • Answer phones, e-mails, texts, and faxes to identify/assess needs of inquirer.

  • 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).

  • Advocate for inquirer, when appropriate.

  • Record service information for use in reports.

  • Conducts follow-up and advocacy as appropriate.

  • Call handling for special projects as designated.

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

  • Communicate changes in program services to United Way staff and volunteers.

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

  • Attends and participates in All Staff Meetings depending on staff coverage.

  • Assists in development and follow through of department work plan.

  • Assures uninterrupted day-to-day operations.

  • Makes presentations to community groups to promote United Way and its work.

  • Supports the fundraising efforts of United Way of the Bluegrass.

  • Provides support of all Community Impact functions.

  • May need to work holidays and may be called upon during times of special project ramp-up and/or community disaster.

  • Other Duties as Assigned



  • Accountable

  • Inclusive

  • High level of organizational commitment

  • Integrity

  • Communication and interpersonal skills

  • Drive for Stakeholder Success

  • Effective Communication

  • Adaptability and Change Management

  • Cross-Functional Capability and Collaboration





  • Bachelor’s degree or equivalent work experience preferred.

  • Minimum of 1-3 years related experience in human service, non-profit, or other related field preferred or sufficient combination of education and experience.

  • Minimum of 3 years of customer service experience.

  • 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 ethno-cultural groups.

  • Be open and flexible in communication with special populations.

  • Excellent oral and written communication skills.

  • Effective problem solver and decision maker.

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


The employee is regularly required to 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, operate a computer and other standard office machinery.



The position is full-time and exempt, with full benefits. The annual salary is $32,000.


Please send resume and cover letter to

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