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211 Housing Plus Navigator

United Way

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Location:
United States, St. Louis

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

211 Missouri and Southwest Illinois is a 24-hour comprehensive information and referral service available to residents of Missouri and Southwest Illinois that connects people to community resources. The 211 Housing Plus Navigator primarily works with St. Louis City and County residents assessing for imminent risk of homelessness and making direct referrals to shelters based on availability or diverting them to other options more appropriate than homeless shelters when applicable, all while meeting or exceeding customer and quality standards.

Job Responsibility:

  • Respond to calls to the Helpline, completing intake and assessment on each case
  • Refer those in immediate need of shelter to appropriate city or county facilities
  • Professionally and sensitively perform intake and assessment, gathering demographic and situational information and entering data accurately into the identified HMIS database and using other tools to determine bed availability when needed
  • Screen clients for program eligibility to inhouse programs, complete referral forms thoroughly and accurately
  • properly code referrals made for callers
  • forward referrals to prevention housing counselors the same day that they are generated
  • Make referrals to other community resources as appropriate
  • As assigned, take a bed count at city and county funded shelters three times daily
  • Adhere to residency requirements when making referrals to emergency shelters
  • Provide telephone numbers for independent shelters as appropriate
  • Maintain privacy of the location of shelters, especially those serving abused women
  • Meet regularly with 211 Housing Plus Manager to address questions, receive performance feedback and voice ideas
  • Participate in quality assurance activities as assigned
  • Contribute to the overall success of the United Way by performing other essential duties and responsibilities as assigned

Requirements:

  • Associates degree or 2-3 years equivalent experience in homeless services or social services (preferred experience in homeless services)
  • Advanced customer service and problem-solving skills
  • Must have good to excellent verbal skills
  • empathetic listening skills
  • Ability to work under pressure and in a call center environment
  • High level of attention to detail and high level of accuracy
  • Ability to successfully assess a situation and make recommendations based on various factors
  • Must be able to handle difficult situations with mature attitude, judgment, poise, tact and diplomacy
  • Must be able to accurately type 45 wpm
  • Proficient in Microsoft Office applications and be able to utilize multiple computer-based systems
  • Ability to work with multicultural/ethnic groups, older adults, people with disabilities, LGTBQIA+ communities, and other populations
  • Requires residency in the greater St Louis metropolitan region

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
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