Associate Resource Navigator

This position provides services to and assists clients and customers with navigating program requirements, resources, etc. Delivers evidence-based practices to effectively empower clients to succeed. Assists individuals in navigating and accessing resources available in the community. Incorporates El Paso County’s (EPC) core values of innovation, transparency, and excellence in service. This position may be subject to grant funding. This position is part of the Resource Navigator career progression series, which includes Associate Resource Navigator and Resource Navigator. An employee is eligible to advance to the next position within the series when the employee has met the criteria for advancement as notated within the job description and has received a recommendation from the Hiring Authority.

• Responsible for providing evidence-based services to clients, ensuring transparency and service excellence. 
• Conducts or attends intake appointments with clients needing assistance navigating the application community resource processes. Interviews potential program participants, conducts eligibility and suitability screening, and matches customers with appropriate programs. 
• Supports clients by gathering appropriate documentation to support the application process while working as a liaison between government agencies/providers and clients; maintains a client caseload based on program standards/regulations.
• Assesses clients’ needs, provides community resources and services, develops resource engagement plans, and provides available resources.
• Performs research on available community resources. Conducts outreach efforts with existing community agencies and coordinates with agencies and their resources to provide additional education and awareness.
• Maintains accurate documentation and records. Enters data timely into appropriate systems and databases.
• Develops a familiarity with resources available in the community; establishes and maintains relationships with community partners, ensuring the effective delivery of service and resources. 
• Stays resource navigation trends and changing laws and program requirements. Increases public and organizational awareness by providing education about the potential barriers that clients face.
• Maintains data on relevant key indicators to inform the success of the program and identify opportunities for improvement. 
• Monitors outcomes to evaluate the efficacy of the program. Prepares reports to inform key stakeholders of progress. 
• Answers phones, greets customers and visitors and provides excellent customer service. Responds to phone, e-mail, and in-person requests for information from internal and external customers and outside agencies.
• Provides general administrative support, such as composing general correspondence, letters, memos, procedures, and statistical reports; material may be technical, complex, and confidential in nature.
• Performs specialized functions for internal departments and groups, which may be of a complex, technical, or sensitive nature.
• Attends community resource meetings.
• Maintains knowledge of applicable grants and programs to ensure customer's needs are met.  
• Performs other duties as required.

Supervision Exercised: This classification does not have supervisory authority; however, may be required to provide expertise or limited guidance or direction to employees, such as overseeing work quality, training, and guidance. Typically serves as a subject matter expert on the scope of functional area.
Supervision Received: Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.Knowledge, Skills & Abilities

• Knowledge of evidenced-based practices related to resource navigation.
• Knowledge of community resources.
• Working knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Strong written and oral communication skills.
• Professional communication style in interactions with clients, coworkers, partners, and supervisors.
• Must possess a high level of professionalism, interpersonal skills, and integrity to handle sensitive and confidential situations and information.
• Ability to achieve the highest level of customer satisfaction to internal customers, participants, and contracted customers.
• Abilities in interviewing and case management skills.
• Ability to build strong working relationships, both internal and external to the organization.
• Ability to identify opportunities and recommend actions for continuous improvement in all activities.
• Ability to efficiently plan, schedule, and organize.
• Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
• Ability to establish and maintain constructive and cooperative interpersonal relationships with staff, peers, high-level management, clients, and others to accomplish the department’s mission. Ability to provide excellent customer service.
• Ability to work independently with minimal supervision and in a team environment.
• Ability to operate standard office equipment such as computers, printers, copiers, and calculators.
• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.
• Three years of customer service or related experience.
  • Associate’s degree in a related field may substitute for one year of the required experience. 
  • Bachelor’s degree in a related field may substitute for the required experience.

Preferred Education & Experience

• Case management or related experience.

Licenses/Certificates

• Must possess and maintain a valid driver's license. 

Pre-Employment Requirements

• Must pass conditional post offer background investigation, motor vehicle record check, and drug screen.

Duties are primarily performed in a high-volume office and remote work environment dependent on business needs; some travel within the community may be required. May be exposed to clients in stressful situations. May be required to work evening and weekend hours as business needs dictate.

The classification specification above is intended to represent only the key areas of responsibilities and minimum qualifications; specific job assignments, duties, education, experience, licenses/certifications, and environmental conditions will vary depending on the needs of the department/office and the particular assignment. Changes to this document may only be made by a member of the Human Resources Department.

Salary : $44,910 - $65,130