When all employees are embraced, respected and heard, we will build a collaborative, equitable, inclusive and anti-racist culture where everyone thrives.

Working Title: Uniting for Ukraine Call Center Navigator
Job Class: Customer Service Specialist, Senior
Agency: Human Services Dept

• Who May Apply: Open to all qualified job seekers
• Date Posted: 07/21/2023
• Closing Date: 08/03/2023
• Hiring Agency/Seniority Unit: Human Services Dept / DHS Central Office AFSCME
• Division/Unit: DHS-Payroll / CFS Community Engagement
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $19.87 - $26.89 / hourly; $41,488 - $56,146 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 206 - Clerical/AFSCME
• Work Area: I - Children and Family Services (CFS) (Koppel)
• FLSA Status: Nonexempt
• Telework Eligible: Yes
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

• Telework (Within Minnesota or Neighboring States) and flexible hour options may be available.

As the Uniting for Ukraine Call Center Navigator, the incumbent will provide telephonic resettlement navigation assistance to new arrivals placed in Minnesota through various resettlement pathways and people who are supporting them by helping them to identify and connect to the resources they need to establish wellbeing in Minnesota. They will also work to continually map and document service needs based on caller questions and needs.

Additional responsibilities include but are not limited to the following:

• Participate in ongoing training and development of, messaging, resource mapping and system navigation activities.
• Provide updates to program staff about resource changes and trends.
• Collaboratively work to problem solve and devise solutions resulting in service connections.
• Communicate with State agency staff and leadership related to gaps/barriers/trends in needs expressed by callers and their experience with service available.
• Staff a public facing Virtual Welcome Center (phone line) for individuals seeking help, respond to questions and inquiries via email and from website and other services.
• Participate in community outreach and engagement, program planning and monitoring activities of RPO
• Develop and maintain good relationship with the communities, service providers and other state agencies.
• Keep tracks and timely follow-up on all inquiries including updating progress/outcome and close out .
• Be an active and contributing member of the Community Outreach and Engagement Team

We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the community!

Minimum Qualifications

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

• Ability to diplomatically communicate with others and understand information; read, write, and respond to customers in English and Ukrainian .
• Experience working in a call center setting and providing real -time, virtual customer service in a high-volume environment
• Experience with providing prompt, courteous and accurate information to customers on the phone and through written communication.
• Knowledge of agency programs or services
• Experience with general office skills such as typing and data entry

Preferred Qualifications

• Variety of experiences working effectively with others from different backgrounds and cultures
• Ability to learn new electronic systems for tracking client information

Additional Requirements

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.
REFERENCE/BACKGROUND CHECKS - The Department of Human Services will conduct reference checks to verify job-related credentials and criminal background check prior to appointment.

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

If you have questions about the position, contact Gaoly Yang at gaoly.yang@state.mn.us

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Katie Xiong at katie.xiong@state.mn.us.

About Human Services Dept

(Include brief description of agency - limit to two sentences)

Why Work for Us

Diverse Workforce

We are committed to continually developing a workforce that reflects the diversity of our state and the populations we serve. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve the people of Minnesota.

A recent engagement survey of State of Minnesota employees found:

• 95% of employees understand how their work helps achieve their agency’s mission
• 91% of employees feel trusted to do their jobs
• 88% of employees feel equipped to look at situations from other cultural perspectives when doing their job
• 87% of employees report flexibility in their work schedule

Comprehensive Benefits

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. As an employee, your benefits may include:

• Public pension plan
• Training and professional development
• Paid vacation and sick leave
• 11 paid holidays each year
• Paid parental leave
• Low-cost medical and dental coverage
• Prescription drug coverage
• Vision coverage
• Wellness programs and resources
• Employer paid life insurance
• Short-term and long-term disability
• Health care spending and savings accounts
• Dependent care spending account
• Tax-deferred compensation
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Federal Public Service Student Loan Forgiveness Program

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us and indicate what assistance is needed.