Client Navigator

Description

Job Summary: The Client Navigator plays a key client-facing role while also supporting internal agency functions. This position assesses client needs and connects individuals with the appropriate resources and services. The Client Navigator may be the first point of contact for in-person, phone, and web-based inquiries and ensures dignified and professional client experience, aligned with the agency’s values of Relationship, Unity, Service, and Inclusivity.

Primary Responsibilities: 

• Utilize the agency’s central intake system and designated tools to assess client needs and facilitate service connections.

• Serve as the primary responder for web-based and email inquiries.

• Maintain a comprehensive understanding of agency programs, guidelines, and eligibility requirements through ongoing training and participation in monthly Success Coach meetings.

• Educate clients about available services and provide appropriate information materials.

• Ensure accurate and complete client records, including the collection of necessary demographic data for reporting purposes.

• Enter and manage client information within applicable databases.

• Draft objective and respectful case notes to document client interactions.

• Oversee the distribution and data collection process to measure client service outcomes.

• Assist clients in navigating scheduled appointments, waitlisted programs, and various communication channels.

• Provide referrals to external organizations and community resources as appropriate.

• Receive and process client applications and documentation, ensuring timely delivery to relevant departments.

• Communicate clear follow-up instructions to clients across all interactions.

• Support clients in accurately completing program applications according to established guidelines.

• Schedule and confirm client appointments, including setting up reminders for orientations, workshops, and other engagements.

• Promote and register attendees for agency events and leadership opportunities.

• Educate families on the Earned Income Tax Credit and encourage tax filing.

• Participate in community assessments and Head Start selection criteria.

• Collect and share client success stories for marketing, public relations, and agency reports.

• Representing the agency at community outreach events.

• Provide backup coverage for Client Greeters, including managing in-person inquiries and maintaining public-facing spaces.

• Contribute to agency workplace content and client-facing program materials with director approval.

• Provide written and oral Spanish translation services as needed.

• Perform additional duties as assigned.

Qualifications

• High School Diploma, GED, or equivalent (required). 
• Minimum of one year of experience in case management or a related client assistance role, preferably serving underserved or low-income populations.
• Strong written and verbal communication skills.
• Ability to engage with individuals experiencing high levels of stress with professionalism and empathy.
• Collaborative mindset and strong commitment to delivering exceptional client service.
• Bilingual proficiency in English and Spanish (required).
• Proficiency in Microsoft Office Suite, including Outlook, Excel, PowerPoint, and Word.
• Willingness to learn and adapt to new database management tools.
• Experience with client intake software such as empowOR (preferred).
• Commitment to social justice, equity, and the agency’s mission.
• Strong organizational skills and attention to detail.
• Deep understanding of diversity, equity, and inclusion principles and their application in service delivery.

Physical Requirements

• Bend: Flexion of the upper trunk forward while standing and knees extended, or knees flexed when sitting
• Lift: Exertion of physical strength to move objects 10-25lbs from one level to another
• Carry: Hold or rest weighted objects 10-25lbs directly on hands, arms, shoulders, or back while moving from one location to another
• Climb: Ascend/descend with gradual or continuous progress, using both hands and feet
• Push: Exertion of force on or against an object (weight/size) to move it from one location to another.
• Feel: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin
• Travel to sites using a personal vehicle.

Salary : $29 - $32