Contact Tracer Navigator - Temporary 6 - 9 months

Location: Remote

PRIMARY FUNCTIONS

The Contact Tracing Navigator is responsible for providing social services linkages to Chicanos Por La Causa programs and other Community/nonprofit agencies that are located near a clients address. Additional Navigator responsibilities include providing expanded community support, which include referrals to the Supplemental Nutrition Program (SNAP), utility assistance, behavioral health, food boxes, hot meals, and more. This is a temporary six-month, full-time position with the possibility of a three-month extension.

MINIMUM QUALIFICATIONS

• High School Diploma or GED required
• Must be able to work with families in crisis and be able to offer supportive services in a calm, empathetic, and supportive manner
• Bi-lingual (English/Spanish) preferred
• Able to work a 40-hour a week schedule per program needs/requirements
• Must be able to pass basic a background screening prior to start
• Must be 18 years of age
• Prefer a minimum of 6 months customer service or related experience
• Strong telephone skills
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to work as a team member, as well as independently
• Handle more complex (non-routine) customer service inquiries and problems via telephone, which may require deviation from standard screens, scripts, and procedures
• Handle situations which may require adaptation of response or extensive research according to customer response
• Use computerized systems for tracking, information gathering, and/or troubleshooting
• May handle escalated or unresolved calls from less experienced representatives
• Works on assignments that are moderately difficult, requiring judgement in resolving issues

JOB RESPONSIBILITIES AND COMPETENCIES

• Make outgoing calls to those who have made contact with the Arizona Department of Health Services or County Health Department who have requested information on needed social services for them self or someone in their household.
• Shall assist with COVID-19 vaccine-related activities, and assist with COVID-19 vaccination appointments.
• Approach all clients via a trauma informed lens, and work with other allied social workers and Community Health Workers.
• Support all members of the community, regardless of gender, ethnicity, race, age, etc.
• Transfer/refer clients to appropriate entities according to the established guidelines.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Track and document all inquiries using the applicable systems.
• Facilitate translation services for non-English speaking callers according to procedures
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and in specific instances, refer callers to the appropriate supervisor, county, or state agency representatives for service and/or when problems or concerns occur.
• Investigate and resolve complex and escalated issues resulting from multiple channels.
• Maintain updated knowledge of the program including its policies and procedures.
• Participate in special projects, as assigned.
• Must be able to remain in a stationary position for an extended period of time.
• Perform other duties as assigned my manager.

Ability to communicate clearly and effectively both verbally and in writing. Able to work in an active environment with clientele that require special attention.

This job description is subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

ACCOUNTABILITY

Reports to and is supervised directly by the Project Lead. Employee is accountable for understanding and complying with CPLC policies and procedures.