HOPE NAVIGATOR I

Requisition No: 848352

Agency: Children and Families

Working Title: HOPE NAVIGATOR I - 60069059

Pay Plan: Career Service

Position Number: 60069059

Salary: $18-$20

Posting Closing Date: 03/11/2025

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Hope Navigator I

Office of Community Services

Hope Florida Program

Location: Tallahassee, Fl.

Salary: $18-$20

Multiple Vacancies both Career Service and OPS positions to be filled

This is not a Telework positions candidate will report to the Tallahassee Office

DESCRIPTION

This is a professional position in Hope Florida Program and is responsible for helping clients who call the Hope line by working one on one to identify barriers and connect the client to a variety of services and resources. The Hope Navigator will also identify barriers to receiving services and provide support and system navigation when there is an immediate referral that can be made.

REQUIREMENTS

Required Minimum Qualifications:

• Knowledge of customer service skills; ability to conduct fact-finding research; utilize problem-solving techniques; ability to use computer and software required; understand and apply applicable rules, regulations, policies, and procedures relating to job related activities; plan, organize and coordinate work assignments; manage time and communicate effectively; establish and maintain effective working relationships with others.

Preference will be given to candidates who meet the following:

• A minimum of 1 year customer service call center experience
• A minimum of 1 year of Hope Florida experience

Essential Job Functions

• Receiving calls from the Hope Line, acting as a navigator for customers regarding available programs and optional methods of attaining resources to meet the customer’s goals
• Conducting a person-centered, critical needs assessment to identify the customer’s critical needs, formulating an appropriate list of referrals to partners that can assist the customer with services to meet their needs
• Documenting all pertinent information and ensures that all appropriate forms are completed and uploaded into the program data tracking system accurately and timely.
• Provides follow-up and monitors connections to service delivery. Preparing correspondence, case notes, narratives, technical reports, notifications, and related documents using computer-based applications.
• Assisting customers in identifying and applying for appropriate benefits and services, providing referrals to other state agencies and other resources to support individuals and families
• Participating in team meetings, community activities, outreach events, emergency or natural disaster response efforts, and other team efforts as required
• Building and maintaining relationships with respect, trust, sensitivity and confidentiality to customer, coworkers and community stakeholders and partners.
• Actively participating in ongoing cross-program training and team meetings.
• Performs other related duties as assigned. This position has been designated as an essential position and is expected to work during emergency situations or natural disasters. The incumbent of this position may be required to work before, during, and beyond normal work hours/days to include holiday.



• Educational Requirements:

• Associate degree from an accredited college or university, OR equivalent of two years of experience in customer service or case management.


• Experience in customer service include but is not limited to: experience in listening to participants and providing intervention options, developing and implementing effective strategies to ensure participants met their identified needs, providing courtesy and polite communication to deliver pertinent information to participants
• Experience in case management include but is not limited to: experience in conducting participant assessments, working with participants to put a case/care plan in place, managing a caseload of 20 or more participants, providing follow up support and guidance to ensure successful outcomes.



• Work Experience Requirements:

• A minimum of 2 years customer service or case management work experience.

Mission: The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency.

To learn more about DCF please visit https://www.myflfamilies.com/

For a more complete list of benefits, visit www.mybenefits.myflorida.com

Candidate Profile (application) must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.

• Account for and explain any gaps in employment so that the hiring process is not delayed.

• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.

• It is unacceptable to use the statement “See Resume” in place of entering work history.

The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.

EMPLOYMENT DISCLOSURES

1. US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired.

2. SELECTIVE SERVICE SYSTEM REGISTRATION All selected male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS). Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website: http://www.sss.gov.

3. RETIREE NOTICE If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State

of Florida. Your current retirement benefits may be suspended or voided, and you required to repay all benefits received depending upon the date of your retirement.

4. BACKGROUND SCREENING It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and, if applicable, also be screened in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.

5. BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed to validate current or former public assistance case information before completing the hiring process.

If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.