Member Outreach and Engagement Navigator

Job Description

Job Description

MEMBER OUTREACH AND ENGAGEMENT NAVIGATOR

Unit : Youth Services Department

Department : Member Engagement

Reports to : Director, Community Engagement & Program Operations

Classifications : Non-Exempt, Full Time (Administrative)

Essential Functions :

Time

Role Description

Contractual Obligations

1. Creates a welcoming, youth-friendly, client-centered and inclusive environment in the central lobby, responsive to the needs of vulnerable youth and supportive of the agency mission.

a. Ensure smooth flow of youth throughout the welcome center lobby, and effectively communicate youth issues to Admin on Call (AOC), Counselor On-Call (COC) and School Safety Agents (SSAs).

b. Answer general youth member questions about programming and schedules.

c. Support programmatic adherence to safety policies and procedures and assist with the management of security of the site

2. Management of daily membership reception and entry via Salesforce Database

a. Ensure the accuracy of youth attendance and daily reception into the program space.

b. Manage the process of membership identification cards and age verifications

c. Review / place active alerts on youth accounts to ensure alerts are communicated and enforced.

d. Assist program staff in ensuring behavioral plans are monitored and enforced via Salesforce alerts.

3. Manage the programmatic aspects of the lobby as a "welcome center" for clients :

a. Provide triage and appointment coordination of services for youth seeking services and supports. Assist in identifying presenting needs of youth including case management, pantry services, mental health counseling, legal support, health concerns, HIV testing, etc.

b. Ensure accurate and robust communication of agency guidelines, staff and program schedule changes, closings, special event information, and community resources to all program participants.

c. Prepare materials for daily group intake sessions

d. Act as liaison to other program staff and on-call counselors for youth with appointments.

4. Assist Directors with providing support to program and administrative volunteers and guest facilitators.

5. Supports with coverage for the Front Desk Navigator with reception duties when needed

a. Utilize video monitors, manage door buzzers to ensure smooth flow of youth throughout program space, and communicate youth issues to Admin on Call, Counselor On-Call and School Safety Agents (SSAs).

b. Navigate youth through program space to assist young people with goals and program plans and coordination between programs / services.

c. Answer phones and greet clients and visitors to the Harvey Milk High School and Hetrick-Martin Institute; direct callers and guests to the appropriate staff person as needed.

d. Open and distribute mail, UPS & FedEx deliveries; meter and send all outgoing mail.

e. Distribute administrative supplies to staff.

f. Maintain copiers, fax machines, postage machine, etc.

Programmatic Direct Service

Work closely with other HMI departments and staff to support ongoing programs and services.

a. Outreach and engage youth during Program Common Hours (3 : 30pm - 7 : 30pm).

b. Perform general staff duties, such as Café duty, train-pass, general event set-up / breakdown, etc.

c. Participate and assist with general HMI agency-wide events.

Administrative Duties

Track youth member enrollment / activities, and prepare reports and paperwork requested as needed by agency.

• Assist with tracking daily client attendance and data collection efforts.

b. Maintain client level data, including follow-up notes and referral logs.

c. Document, code and enter data for program analysis.

d. Submit all necessary documentation to Data Coordinator(s).

As needed

Other duties as assigned by supervisor.

Knowledge, Skills and Abilities Required :

Knowledge, Skills and Abilities Preferred :

Working Conditions :

Job Posted by ApplicantPro