Human Services Navigator

The Human Services Navigator will aid visitors and participants regarding the services available at the Department of Human Services and resources in the surrounding community.

RESPONSIBILITY LEVEL:

Under the direction of the Safety/Central Services Coordinator, the Human Services Navigator will aid visitors and participants regarding the services available at the Department of Human Services and resources in the surrounding community. The Human Services Navigator assists with controlling building access by greeting, screening, answering questions, and directing visitors/participants; this position involves providing concierge-style customer service for everyone who enters the Kenosha County Department of Human Services. The customer needs are addressed while assuring a safe work environment. The Human Services Navigator communicates with large numbers of individuals, at times large groups of people, and manages stressful situations in the most empathetic manner. 

PRINCIPAL DUTIES:

1. Provides access services in the building, including greeting, screening, and directing visitors/participants, while stationed at the entrance of KCJC/HSB.  

2. Provides specialized assistance to visitors/participants who are unfamiliar with the service delivery at KCJC/HSB. This includes helping visitors/participants navigate the resources available from the Kenosha County Department of Human Services.  

3. Provides temporary/visitor IDs to approved staff and visitors. Identifies visitors/vendors who are required to complete the KCDHS Access Log.  

4. Demonstrates competency in communicating with a variety of people of varying ages, abilities, and multi-agency personnel. 

5. Maintains a thorough working knowledge of the facility and the service delivery of the divisions/agencies collocated at KCJC/HSB.

6. Acts as a point of contact for internal and external customers, including vendors, staff, visitors, and general public.

7. Collects and prepares required data and documentation including resource requests, count number of and which agencies the Navigator has referred visitors/participants to. 

8. Maintains a thorough working knowledge of the resources available from the Kenosha County Department of Human Services.

9. Maintains a thorough working knowledge of the DHS Safety & Security Policies & Procedures 

10. Attends Safety/Security Advisory Groups as scheduled.

11. Responsible for completing all other job duties/responsibilities as assigned.

REQUIREMENTS:

1. High school diploma or GED minimum.

2. Experience with the service delivery of the Department of Human Services and the collocated agencies within the department.

3. Ability to operate standard office equipment.

4. Excellent customer service skills. 

5. Proficient using computer software and Microsoft Office software.

CORE COMPETENCIES:

1. Excellent public relations and interpersonal communication skills. Independently anticipate and meet customer needs, while searching for ways to improve customer service. 

2. Effective time management skills.

3. Ability to work with and retain information confidentially in both written and verbal form.

4. Ability to establish professional, cooperative working relationships with participants, other agency staff and community organizations. 

5. Ability to work independently with little supervision.

6. Proficient using Windows and Microsoft Office (Outlook, Word, Excel)

7. Ability to communicate and work in a professional manner in a multi-agency environment with all levels of staff.

8. Ability to prepare reports and document information.

9. Friendly and professional demeanor.

PHYSICAL/SENSORY DEMANDS:

1. Good mental and physical health.

2. Ability to walk, sit or stand for periods of time exceeding 60 minutes.

3. Ability to communicate effectively and professionally in both verbal and written form with customers, co-workers, supervisors and subordinates.

4. Ability to assist a sick and/or injured person weighing in excess of 75 pounds get into a wheelchair or stationary chair.

5. Ability to perform duties in adverse weather conditions including but not limited to extreme cold, heat, dry or wet conditions.

When determining placement within the salary range for this position Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the rage for their role and compensation decisions are dependent on facts and circumstances of each case.

Certain roles are eligible to participate in an incentive plan. Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan, which are subject to change.

In addition to compensation, we offer a competitive benefit program that may include medical, dental, vision, short and long-term disability, life insurance, retirement plan, paid time off (PTO) and more. The specifics of each benefit package will vary depending on factors such as full or part time jobs, contracted, temporary, or other job categories.

Equal Opportunity Employer

(SEW)