PROGRAM NAVIGATOR

JOB TITLE: Program Navigator

RESPONSIBLE TO: Program Logistics Manager

FLSA STATUS: Non-Exempt

About the Affordable Housing Alliance:

Founded in 1991 to address the overwhelming need for affordable housing in Monmouth County, the Affordable Housing Alliance (AHA) has grown from a small $25,000 grant into a multi million dollar annual operation and powerhouse non-profit. In our decades of service, we've developed over 600 affordable housing units with a strong pipeline fueling future growth. Our passionate team of difference-makers guides residents through every step of the housing journey - from homelessness prevention and rental assistance, to homebuyer education and foreclosure counseling.

At the Affordable Housing Alliance (AHA), we believe that safe, decent and affordable housing is a fundamental human right. Everyone deserves to feel secure, comfortable and supported in the place they call home. As a catalyst for change in our community, the AHA strives to uphold this right by providing comprehensive housing services and solutions for all who need it most.

Our Core Values

• Integrity- We demonstrate honesty and unwavering ethical conduct in all of our actions. At the AHA, we build trust through transparency and hold ourselves accountable to the highest standards.
• Hope - We meet each person where they are in their unique journey with genuine understanding. By offering tangible assistance, we nurture hope and empower individuals to build their path forward.
• Adaptability- We embrace change as an opportunity to innovate and grow stronger. At the AHA, we respond dynamically to evolving community needs, turning challenges into possibilities for those we serve.
• Community Service - We dedicate ourselves to uplifting others and improving lives through meaningful action. At the AHA, we create positive change by empowering individuals, fostering independence, and building a more vibrant community for all.

This document is intended to describe the general duties required for this position. It is not intended to serve as an exhaustive list of duties, skills and responsibilities.

JOB SUMMARY:

The Program Navigator plays a vital role within the Affordable Housing Alliance by acting as the point of entry for clients to receive the agency’s various services. This involves describing the services that AHA provides, determining the community resources which may assist the client, screening applicants, connecting them to the appropriate service(s) based on their needs, providing them with the appropriate onboarding instructions & materials, and processing documentation in order for them to receive services.

ESSENTIAL FUNCTIONS/DUTIES:

• Conduct intake and assessment of all client caller needs during initial contact to our agency.
• Provide resource information and referrals; distribute applications for all programs within the various department based on client eligibility. Assist with their completion if necessary. Assess client’s need and eligibility for programs offered by utilizing income guidelines for each respective program.
• Attend virtual agency and community outreach events as assigned to represent the agency by speaking about and/or providing information and resource materials regarding all programs and services.
• Provide client information as needed
• Process client counseling packets and maintain online client intake databases of all who are seeking assistance by logging into NetSuite, HCS, CounselorMax, and other system required for agency grant funded programs. Daily and inputting all information requested within each relevant data filed for phone and walk-in client intakes.
• Managing the switchboard and routing calls to appropriate person, announce name and nature of calls and/or recording of accurate messages, etc. (when applicable)
• Participate in staff meetings and attend other meetings, as assigned.
• Promote understanding and development of the skills necessary to work with individuals experiencing a housing crisis, issues of poverty, and inequity.
• Any other duties as assigned by the Program Logistics Manager, CPO and/or CEO.

QUALIFICATIONS/EDUCATION

• High School Diploma or Equivalent
• Associates Degree preferred.
• Two (2) years experience in Social Service/Customer Service/Call Center in direct service role.
• Familiarity with Google Workspace (Mail, Calendar, Drive, Chat, Meet)
• Strong computer skills (Word, Excel, etc.)
• Ability to speak clearly while responding to clients in need.
• Strong interpersonal and time management skills.
• Strong organization skills and vast knowledge of clerical procedures and ability to multi-task
• Bi-lingual Spanish a plus

We Encourage Applicants Who:

• Have experienced homelessness or housing insecurity and understand the barriers and opportunities within these experiences
• Are passionate about using their experiences to support others and advocate for change
• Bring a personal understanding of systemic challenges related to economic insecurity