Janvier Himbaza

Serving as a Community Resource Navigators to meet Michigan's statewide immediate need for connecting

financially struggling families with community resources available.

Assist clients in navigating the 2-1-1 database and MiBridges portal helping them to complete and submit

applications for benefits electronically as well as assist them with gathering all the necessary supporting

documentation to complete the application.

Follow up with individuals served to see whether referrals to community resources were successful and provide

feedback to 2-1-1.

Serve to build capacity within the current network of nonprofit organizations and perform outreach functions to

assure sites are connected with the support and training needed to assure sustainability of this service within

the local community.

The anticipated outcome of the direct community resource navigator’s efforts increased income in to low income

households and the delivery of integrated services needed for individuals served to gain financial

stability and become self-sufficient and to build a systemic, long term network of organizations that will assist

individuals in the future.

Supported and provided superior service via phones, e-mails and faxes as a receiver and

caller

Used questioning and listening skills that support effective telephone communication

Used an effective approach to handle special telephone tasks like call transfers, taking messages, call backs,

holds, interruptions, and unintentional disconnects

Understood the impact of attitude in handling calls professionally

Effectively deal with job stress, angry callers, and upset customers

Used the most appropriate way to communicate with different behavior types on the telephone

Applied the elements of building positive rapport with different types of customers over the phone.

Applied the proper telephone etiquette to satisfy various customer situations

Applied appropriate actions to effectively control a telephone call

Identified voice skills and how to enhance a good telephone presentation

Kept commitments to customers

Other duties as assigned

Display Time flexibility towards shifts as needed